Call Center Satisfaction Weighs Down Overall Wireless Service Ratings
By Keith Kirkpatrick May 23, 2023
The News: Call center satisfaction garnered the lowest customer ratings across each category of wireless carriers, hovering around the 70-71 mark across mobile network operators (MNOs), full-service mobile virtual network operators...
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SMB Customers Expect Fast Resolution and Digital Engagement Across Multiple Channels
- By Keith Kirkpatrick May 12, 2023
The News: Quick resolutions to issues and access to multiple customer communication channels are two of the top expectations for consumers when interacting with small and medium-sized businesses (SMBs) via digital channels, according to a new...
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Cisco Introduces New AI Capabilities for Webex
By Alex Gaw April 3, 2023
Cisco has launched a new AI-bolstered Webex that the company says reimagines workspaces, optimizes collaboration, and maximizes CX capabilities. With hundreds of AI and machine learning (ML) features already embedded in its other products, San...
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Major League Baseball and Zoom Partner on Replay Review
- By Alex Gaw March 27, 2023
Major League Baseball (MLB) and Zoom Video Communications are teaming up in a first-of-a-kind partnership that designates Zoom as the new official unified communications (UC) platform of the league and the presenting partner of MLB replay review...
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Salesforce Delivers New Analytics, AI, and Automation Solutions for Communications Providers
- By Keith Kirkpatrick March 6, 2023
Salesforce announced in late February several new solutions aimed at the communications industry that are designed to help improve agent productivity and performance, streamline contact center management, and enhance the customer experience. The...
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KDDI Partners with Oracle to Update Mobile Payment and Customer Loyalty Infrastructure
By Sherril Hanson March 3, 2023
KDDI Corporation, a Japanese telecommunications provider and operator of the “au” mobile phone service, has chosen to work with Oracle to modernize au’s mobile payment and customer loyalty systems. KDDI will be leveraging multiple...
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Amdocs, Microsoft Announce a New Customer Engagement Platform
- By Keith Kirkpatrick February 28, 2023
Amdocs, a provider of customer experience software and services to telecommunications and media companies, and Microsoft announced a new Customer Engagement Platform. The new platform is designed and built to enable communications service providers...
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Mitel Enters Talks to Acquire Unify
- By Alex Gaw February 10, 2023
Mitel has announced plans to acquire Unify from Atos, a move that would create a more significant player in the global unified communications market.
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CX Innovators: Sri Safitri, Telkom Indonesia
By Clint Wheelock January 27, 2023
Sri Safitri of Telkom Indonesia offers insights and key success stories from her team's efforts to improve customer satisfaction and NPS.
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Report: Technology Gaps Stop Businesses from Connecting with Customers
- By Alex Gaw November 7, 2022
A new report from global telecommunications firm Vonage declares that gaps in technology present in many businesses prevent them from connecting meaningfully with their customers. Such gaps, however, also reveal opportunities for correction,...
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Japan’s transcosmos and NTT Launch Demo of Virtual Contact Center in the Metaverse
- By Alex Gaw October 18, 2022
The Japanese organizations transcosmos and NTT Communications recently launched a demo test of a virtual contact center in the metaverse that sought to find new ways of working for remote employees in the post-pandemic era, consolidating both...
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Customer Authentication – Efficiency Is Important to Ensuring a Good Experience
- By Keith Kirkpatrick October 17, 2022
One of the key issues that still plagues customer-facing organizations is the account authentication process; essentially, making sure that the person contacting customer support with an issue is either the account owner, or an authorized user....
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