Zoom’s Multibillion-Dollar Deal to Acquire Five9 Collapses
By Alex Gaw October 1, 2021
The $14.7 billion deal involving a bid by video conferencing company Zoom to acquire cloud contact center Five9 fell apart at the 11th hour, scuttled by Five9 shareholder concerns over the recent drop in Zoom’s stock price and the company’s...
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Video Chat: Boosting Conversions and Aiding the Customer Journey by Ocular Solution
- By Alex Gaw September 29, 2021
Chilean startup Ocular Solution may have found the missing piece in the customer journey puzzle of why visitors to a site do not turn into customers. The solution to the puzzle is video chat, or the online, face-to-face visual communication carried...
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COVID-19 Forces Telecom Operators to Adapt Their Customer Service Operations
By Sue Marek September 20, 2021
The COVID-19 pandemic accelerated the speed at which telecom operators shifted toward online customer service tools and e-commerce retail sales. And even with telecom retail stores fully open across the country today, it is expected that consumers...
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ASAPP Report: Why Turnover of US Contact Center Agents Is So High
- By Alex Gaw September 17, 2021
A new report from ASAPP, the research-based provider of artificial intelligence (AI) software, identifies three major themes associated with the high turnover of US contact center agents and their corollary impact on the worldwide CX...
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Alvaria Announces Two New Application Suites for the Enterprise
- By Alex Gaw September 15, 2021
Alvaria, which was recently formed by the merger of Aspect Software with Noble Systems, is releasing two application suites for its enterprise contact center portfolio—one aimed at fostering CX, and the other intended to maximize the employee...
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IQVIA Unveils AI-Powered Tech to Enhance Medical Information Contact Center Services
- By Alex Gaw September 9, 2021
IQVIA, the giant Connecticut-based provider of biopharmaceutical and commercial outsourcing services to the life sciences industry, has begun to deploy technologies powered by artificial intelligence (AI) to boost the patient experience and that of...
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Improving CX and Operations via Self-Service Tools
By Keith Kirkpatrick September 8, 2021
The use of automated attendants to replace a human call center agent or cashier was viewed simply as a cost-cutting measure. But today’s customers, empowered by the growing ubiquity of smartphones, voice-based digital assistants, and an endless...
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Report: AI Is Key for Retailers to Personalize CX at Scale, but Adoption Is Still Negligible
- By Alex Gaw September 8, 2021
A new report from global CX solutions provider Talkdesk identifies artificial intelligence (AI) as a key area of opportunity for retailers to elevate CX, but adoption of AI in contact centers remains low and is cause for concern. In its latest...
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Zendesk Acquires Cleverly to Advance Automation and Customer Service
- By Alex Gaw September 2, 2021
Zendesk, the provider of customer service software and support ticketing systems based in San Francisco, California, has acquired Cleverly, an artificial intelligence (AI) platform company headquartered in Lisbon, Portugal. Zendesk will integrate...
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Improving Agent Experiences to Drive CX Improvement
- By Keith Kirkpatrick August 6, 2021
One of the most common and important points of contact with any brand, service, or other entity is through a call center. If a problem is important or time-sensitive enough to warrant a phone call, both the experience and outcome of the call are...
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CX Investment and M&A Activity in the News
- By Alex Gaw August 2, 2021
The Medallia buyout on July 26 by private equity firm Thoma Bravo—discussed in a separate Dash Network article —was not the only big transaction in the CX world in recent weeks. On July 19, Zoom Video Communications announced it was...
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Balancing Privacy with Patient Convenience in Healthcare
- By Keith Kirkpatrick July 28, 2021
A key driver of CX is the relative level of effort it takes to accomplish a task when interacting with a company or service provider. A customer effort score (CES) is a metric that focuses on a single touchpoint or interaction and can be used to...
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