Zendesk to Be Acquired for $10.2 Billion by Investor Group
By Alex Gaw June 29, 2022
Zendesk, the provider of software as a service (SaaS) products for customer support and communications software, has entered into an agreement to be acquired by an investor group led by the investment firms Permira and Hellman & Friedman. The...
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Avaya Showcases One Cloud CCaaS as Composable Solution
- By Alex Gaw June 24, 2022
Avaya, the North Carolina-based multinational technology provider of cloud communications and workplace collaboration programs, is promoting its One Cloud CCaaS offering as a composable contact center solution that delivers a complete and...
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Two Hotel Chains Turn to CX Technologies to Improve Guest Experience
By Sherril Hanson June 23, 2022
The ability to provide positive experiences for customers along digital and in-person touchpoints over the entire customer journey, from research and booking to check-in and boarding, to hotel departure and more, has always been a challenging task...
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Helping Agents Respond to Inquiries Via Automation and AI
By Keith Kirkpatrick June 9, 2022
One of the major challenges involved with managing customer interactions is ensuring that live agent staff are delivering the correct and most appropriate responses during customer support conversations. Incorrect – or incorrectly delivered –...
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Zoom and Genesys Expand Partnership with New CX Offering
- By Alex Gaw June 8, 2022
The California technology companies Zoom Video Communications and Genesys Telecommunications Laboratories are expanding their partnership with an offering that provides organizations with a feature-rich cloud contact center and unified...
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Is Zero-Touch the Answer for Telcos?
- By Keith Kirkpatrick June 6, 2022
It is no secret that telecommunications operators are in the middle of massive changes, from the growth of online streaming services to the launch and expansion of 5G services. While these new product and service types can present new opportunities...
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ASAPP Launches AutoSummary Service API to Enable Automatic Call Center Functions
- By Keith Kirkpatrick May 25, 2022
Beyond interacting and servicing customers, call center agents are typically required to handle the additional tasks of documenting each interaction they have, usually by typing up conversation summary notes, or inputting information via a...
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The Impact of Vocal Tones on Persuasiveness
- By Keith Kirkpatrick May 23, 2022
The results of a study published in February 2022 in the Journal of Consumer Research found that persuasiveness is often driven by vocal tones that denote focus, low stress, and stable emotions. While the research centered on the vocal tones in...
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Reducing Customer Effort to Improve CX and Loyalty
- By Keith Kirkpatrick May 13, 2022
One of the most frustrating things about being a parent is having to ask a child to complete a task, only to find it hasn’t been done, and then having to request its completion repeatedly. In addition to the task not being completed in a timely...
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Providing Better CX for Seniors
- By Keith Kirkpatrick May 9, 2022
Much of the discussion on CX has been focused on so-called “digital natives,” or younger consumers that have grown up with the internet, mobile devices, and social media as primary components of the way they interact with others, for both...
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Improving CX and Support via SMS
- By Keith Kirkpatrick April 28, 2022
The use of text messages, or short message service (SMS), has become ubiquitous in the US. Statistics from the Pew Research Center indicate that 97% of Americans own a mobile phone, with 85% of people reporting smartphone ownership. Further, 100%...
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Using Visual Engagement Techniques to Improve Customer Support
- By Keith Kirkpatrick April 20, 2022
Visual engagement, which can include using pictures, graphics, diagrams, and videos to convey information or enable collaboration with customers, is a key technique that has become particularly important over the past few years. As penetration of...
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