Auto-Authentication Techniques to Save Time and Improve CX
By Keith Kirkpatrick January 27, 2023
Using multi-factor authentication and biometrics, in place of traditional account verification, can reduce friction in customer service.
Read MoreBroadvoice, Genesys, AWS, Google Cloud, and More Announce Contact Center News
By Sherril Hanson January 18, 2023
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...
Read MoreContact Center News from Aisera, Genesys, NICE, Five9, LivePerson, and Zoho
By Sherril Hanson December 30, 2022
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...
Read MoreVirtual CX Will Become a Mainstream Frontline Support Channel by 2028
By Alex Gaw December 14, 2022
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...
Read MoreCX Innovators: Ashu Roy, eGain
By Clint Wheelock December 8, 2022
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...
Read MoreContact Center News from Amazon Connect, Dixa, Genesys, TalkDesk, and Zoom
By Sherril Hanson December 2, 2022
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...
Read MoreSteps for Saying ‘No’ to Customers While Maintaining a Good CX
By Keith Kirkpatrick December 1, 2022
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...
Read MoreConsumers Are Eager to Interact with Brands in the Metaverse
By Alex Gaw November 28, 2022
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...
Read MoreCallMiner, Cisco, Freshworks, and Sytel Unveil Contact Center Products and Partnerships
By Sherril Hanson November 3, 2022
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...
Read MoreSalesforce Introduces Contact Center Solution for Companies to Save on Costs
By Alex Gaw November 1, 2022
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...
Read MoreBackground Noise Elimination a Key to Ensuring Good Interactions Through Voice
By Keith Kirkpatrick October 21, 2022
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...
Read MoreAvaya, Ascensos, Balto, OmanTel, and Others Announce Products, Partnerships
By Sherril Hanson October 18, 2022
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,...
Read MoreLatest Research
Employee Experience
Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies
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Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts
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Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
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Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies
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