NICE Features New AI-Powered Robotic Process Automation
By Alex Gaw December 28, 2021
NICE, the provider of cloud-native CX solutions, is introducing new Robotic Process Automation (RPA) capabilities for its software that the company says helps organizations with digitizing and automating processes to boost the return on investment...
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Aircall Reports 26% Revenue Gain in North America
- By Alex Gaw December 21, 2021
Aircall, the software developer from France of a cloud-based business phone system and call center solution, enjoyed solid gains in revenue and in the size of its customer base in North America, following a brisk bout of expanded operations on the...
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CX Specialist Genesys Raises $580 Million in New Funding Round
- By Alex Gaw December 7, 2021
Genesys, a major provider of CX management and call center software, successfully raised $580 million in a new funding round that now gives the Daly City, California-based enterprise a valuation of $21 billion. The latest funding round was led...
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Gartner Survey: Most Service and Support Leaders to Advocate Value-Added Customer Service Strategy for 2022
- By Alex Gaw December 2, 2021
A new report from Gartner shows that a majority of customer service and support leaders favor a value-added customer service strategy to grow their business in 2022, representing a significant shift from the once-prevalent mindset that customer...
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Content Guru Teams Up with Bechtle in New Partnership
- By Alex Gaw November 23, 2021
Content Guru, a leading provider of cloud communications and contact center solutions based in the UK that counts that country’s National Health Service (NHS) as a client, has formed a new partnership with Bechtle AG, Germany’s largest IT...
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Exotel Acquires Chatbot Developer Cogno AI
- By Alex Gaw November 18, 2021
Exotel, a provider of cloud-based telephony services in India, has acquired fellow Indian communications platform and artificial intelligence (AI) chatbot developer Cogno AI, in a cash-and-stock deal aimed at expanding the growing company’s...
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Is Cutting Customer Service the Answer for Companies to Cope with Rising Inflation?
- By Alex Gaw November 15, 2021
With inflation surging this year, companies across industries are responding not by slashing prices, but by cutting customer service. This was the conclusion reached by a story in The New York Times that recounted how firms were taking steps...
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Travel & Hospitality Sector Turns to Self-Service
By Sherril Hanson October 27, 2021
One of the sectors most affected by the COVID-19 pandemic has certainly been the travel & hospitality industry. Particular pain points include how to handle large spikes in the volume of support requests during staffing shortages and how to...
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Steps to Transform Contact Centers into Engagement Centers
By Keith Kirkpatrick October 21, 2021
Contact centers have long played a passive role in delivering customer service, usually handling inbound inquiries related to administrative customer inquiries, technical questions or issues, or general questions about the company, its products and...
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Verizon Offers Enterprises AI Tools to Streamline CX
By Sue Marek October 14, 2021
Not only are telecom operators turning to artificial intelligence (AI) and machine learning (ML) tools to streamline their own customer care, but they are also offering AI-based tools to their business customers to help them enhance customer...
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Businesses Are Better at Handling Customer Expectations Because of Pandemic, Journal Says
- By Alex Gaw October 12, 2021
The COVID-19 pandemic compelled brands to speed up their digital transformation that led to vast improvements in brand experiences for customers, according to the publication Customer Strategist, which also covered the way industries responded to...
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CX Solutions Maker Genesys to Acquire Pointillist and Exceed.ai
- By Alex Gaw October 11, 2021
Genesys, the Daly City, California-based provider of CX and call center solutions, is acquiring Pointillist and Exceed.ai in its goal to transform the customer and employee experience, the company announced on its website. Pointillist is an...
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