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Auto authentication using multi-factor authentication and biometrics

Auto-Authentication Techniques to Save Time and Improve CX

Using multi-factor authentication and biometrics, in place of traditional account verification, can reduce friction in customer service.

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Contact Center partnerships and product launches

Broadvoice, Genesys, AWS, Google Cloud, and More Announce Contact Center News

Broadvoice Introduces CCaaS Platform in North America Broadvoice has announced the launch of the GoContact omnichannel cloud contact center solution for business customers in North America. Broadvoice acquired GoContact in July 2021, and...

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Contact center news and announcements

Contact Center News from Aisera, Genesys, NICE, Five9, LivePerson, and Zoho

Aisera Integrates Its Service Experience Solution with Zendesk's Sunshine Platform Aisera has announced its service experience solution is now available via a new app integration on Zendesk's Sunshine Conversations Marketplaces. Customers of...

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Virtual customer support

Virtual CX Will Become a Mainstream Frontline Support Channel by 2028

Customer support provided or obtained through virtual environments will grow within the next five years as virtual interactions join traditional and digital frontline-support channels, according to new research from UK cloud communications provider...

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CX Innovators eGain

CX Innovators: Ashu Roy, eGain

Ashu Roy is chief executive officer of eGain Corporation, which provides an AI-enabled software platform that integrates with CRM and contact center systems for enhanced customer self-service, virtual assistance, and contact center agent tools. Roy...

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Contact Center announcements

Contact Center News from Amazon Connect, Dixa, Genesys, TalkDesk, and Zoom

Amazon Connect Introduces New Functionalities Amazon Connect Customer Profiles now allow agents to view additional customer information from Customer Profiles that are stored in the Connect Agent Application. This allows for more personalized...

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Saying no to customers

Steps for Saying ‘No’ to Customers While Maintaining a Good CX

The customer may always be right, but that does not mean it is always possible to say yes to every request or demand. And while most customers understand that there may be scenarios in which the organization or company cannot comply with their...

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Brand interaction in the metaverse

Consumers Are Eager to Interact with Brands in the Metaverse

Consumers, long tantalized by the prospect of interaction and living in a virtual world, are ready and eager to meet brands in the collective online shared space known as the metaverse. Perhaps even more astounding, nearly half of the respondents...

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Contact center product announcements

CallMiner, Cisco, Freshworks, and Sytel Unveil Contact Center Products and Partnerships

It has been another busy few weeks in the contact center space with announcements about products, integrations, partnerships, and expanded geographic availability. Other news of note included Salesforce’s recent introduction of a contact center...

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Contact Center as a Service

Salesforce Introduces Contact Center Solution for Companies to Save on Costs

In a forceful move to compete in the contact center market, Salesforce recently launched the Salesforce Contact Center, its own version of a contact center solution and a full-fledged contact center as a service (CCaaS) platform that the San...

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Background noise reduction for customer service

Background Noise Elimination a Key to Ensuring Good Interactions Through Voice

It is no secret that customers and the companies with which they do business have shifted to digital channels to handle many interactions. In addition to being more convenient for both customers (chat, messaging apps, and social media interactions...

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Contact center product announcements

Avaya, Ascensos, Balto, OmanTel, and Others Announce Products, Partnerships

Many integrations, partnerships, and products have been announced in the contact center segment, many which help both agents and customers, such as the implementation of conversational intelligence and noise reduction technologies. Additionally,...

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Latest Research

Employee Experience

Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies

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CX in the Healthcare Industry

Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts

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CX Market Forecasts

Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience

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Customer Insights & Feedback

Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies

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