Transforming Customer Experiences with Contact Centre Automation
Over the past few years, customers have increased the number of interactions they have with brands over digital channels. In most cases, contact centre agent...
Sandra Radlovački · 10 Nov 2022
How Improving Agent Experience Leads to Great Customer Experience
93% of customers are likely to make repeat purchases with companies that offer excellent customer service, according to research. In order to deliver excelle...
Sandra Radlovački · 8 Nov 2022
Text Your Way to Your Customers
SMS, also known as text, is one of the pioneers of instant messaging. Its origin dates back to the 1980s. However, it is still one of the most convenient and...
Sandra Radlovački · 18 Oct 2022
How to Harness Omnichannel Communication for Excellent CX
Omnichannel capabilities are one of the most sought-after elements of a customer communications platform. The ability to integrate communication channels suc...
Sandra Radlovački · 6 Oct 2022
Replacing Passwords and PINs with Voice Authentication
Voice biometrics technology uses a person’s voice to authenticate their identity. Thanks to sophisticated artificial intelligence, advanced voice biometrics ...
Sandra Radlovački · 30 Sept 2022
Secrets of Great Conversation Design: Setting Your Virtual Agent Up for Success
Every interaction can be a base for conversation. When in need, it’s common knowledge that people like to talk to other human beings to find the answer to th...
Sandra Radlovački · 30 Sept 2022
PCI Pal Reveals an Open Banking Solution
PCI Pal has launched an open banking solution for contact centres – Pay By Bank. First in a series of agent-assisted, digital payment products, Pay By Bank e...
Sandra Radlovački · 27 Sept 2022
Pega Announces Customer Data Connectors
Pegasystems has launched Pega Customer Data Connectors to enable clients to connect their existing customer data platforms to Pega Customer Decision Hub. The...
Sandra Radlovački · 27 Sept 2022
Local Measure Achieves AWS Retail Competency Status
Local Measure, a customer experience software company, and AWS Partner announced today that it has achieved Amazon Web Services (AWS) Retail Competency statu...
Sandra Radlovački · 27 Sept 2022
Assessing AI Maturity in the Contact Center
Watch and subscribe on YouTube . CX Today's Sandra Radlovački hosts Antonio Gonzalez, Senior Manager of Industries Research & Insights, Talkdesk . In this se...
Sandra Radlovački · 27 Sept 2022
BIG CX NEWS from Salesforce, Zendesk, and Five9
Welcome to our round-up of the top news in the CX space over the last seven days. Salesforce Lets Contact Center Genie Out the Bottle Salesforce announced it...
Sandra Radlovački · 23 Sept 2022
Balto Offers More Flexibility to Agents with the Latest Launch
Balto has announced a new suite of features to enhance the experience for agents using its platform. Set to be available in October, the new suite of feature...
Sandra Radlovački · 23 Sept 2022
Qualtrics Launches Video Feedback
Qualtrics has launched a new option to capture both qualitative and quantitative feedback on its XM platform – Video Feedback. As the name suggests, Video Fe...
Sandra Radlovački · 22 Sept 2022
Solving the CX Puzzle: The Role of Employee Experience and AI
In times of the Great Resignation, ‘quiet quitting’, burnout and other challenges impacting the workplace, it’s essential for organisations to look at ways t...
Sandra Radlovački · 22 Sept 2022
Salesforce Unveils a New “Magical” Data Platform
Salesforce has released a new data platform – Salesforce Genie – to complement its “world’s first” real-time CRM, Customer 360. Naming the new launch Genie, ...
Sandra Radlovački · 21 Sept 2022
Zendesk Adds New AI Capabilities to its Portfolio
After an eventful few months , Zendesk continues to upgrade its portfolio, with the latest round of updates being two AI capabilities added to its customer s...
Sandra Radlovački · 20 Sept 2022BIG CX NEWS from Zoom, Twilio, and Vonage
Welcome to our round-up of the top news in the CX space over the last seven days. Zoom Introduces a “Fresh” New Look and Product Updates Zoom is fighting bac...
Sandra Radlovački · 16 Sept 2022
Salesforce Expands Partnership with Snowflake
Salesforce has joined forces with Snowflake to offer “zero-copy” data sharing capabilities, which enable customers to get more insights from their data. Cust...
Sandra Radlovački · 16 Sept 2022
Jabra Releases Specialised AI Analytics Software for Contact Centres
Wireless audio equipment maker Jabra has released a new Software-as-a-Service (SaaS) solution – Engage AI – to “transform contact centre experiences”. As the...
Sandra Radlovački · 15 Sept 2022
Sinch Launches a Bot-Enhancing Engine
Sinch has released AskFrank, an “AI-enabled intelligent question-answering search engine.” AskFrank adds an additional AI layer to chatbots, providing answer...
Sandra Radlovački · 15 Sept 2022
Solving the CX Puzzle: Make Way for Customer Data
The role of data in today’s customer experience (CX) landscape has become increasingly important, granting a competitive advantage to organisations in every ...
Sandra Radlovački · 15 Sept 2022
Taking Customer Communication to the Next Level with Telegram
Telegram has announced that it has more than 700 million monthly active users , with a daily active user base of 55.2 million. Reaching 1 billion downloads i...
Sandra Radlovački · 14 Sept 2022
IT Talent Shortages Are Changing Tech Investments
Acquiring IT talent has become a challenge for organisations, leading to increased investments in low-code/no-code technology, reveals Salesforce’s MuleSoft ...
Sandra Radlovački · 14 Sept 2022
Balto Launches a Salesforce Integration
Balto has launched a new integration for Salesforce, which surfaces helpful information to contact centre agents in real-time To accommodate the needs of Sal...
Sandra Radlovački · 12 Sept 2022BIG CX NEWS from Avaya, Zendesk, and Meta
Welcome to our round-up of the top news in the CX space over the last seven days. The Latest on Avaya’s Restructuring Plans With revenues falling 21 percent ...
Sandra Radlovački · 9 Sept 2022
Puzzel Debuts New CCaaS Packages
Puzzel has released new contact centre product packages that will provide more flexibility and choice in developing digital customer service experiences. The...
Sandra Radlovački · 9 Sept 2022
Customers Are Becoming Less Patient, Reveals Zendesk
Good enough service is not enough, reveals the latest Zendesk report. In fact, many customers expect no less than the very best when it comes to the service ...
Sandra Radlovački · 8 Sept 2022
Bright Pattern Unveils a Mobile Contact Centre App
CCaaS provider Bright Pattern has launched a mobile version of its contact centre platform – Bright Pattern Mobile. Available on both iOS and Android, the ap...
Sandra Radlovački · 8 Sept 2022
The Importance of a Great WFO Strategy
The term Workforce Optimisation (WFO) has existed for quite some time now, but it is only in the last few years that companies have begun to truly embrace WF...
Sandra Radlovački · 8 Sept 2022
What Is New at Zendesk?
Zendesk has been weathering the storm since the beginning of 2022. After m onths of fallout following st ock holder opposition to the company’s $4.1 billion ...
Sandra Radlovački · 7 Sept 2022
LivePerson Releases a CRM Integration Tool for Webex
LivePerson has announced the availability of CRM Connector – a new tool that integrates CRM capabilities into Webex Calling. Developed by Tenfold, which Live...
Sandra Radlovački · 2 Sept 2022
Khoros Expands Its Partnership with AWS
The Khoros digital contact centre solution is now available on the AWS Marketplace. The move allows businesses to harness the Khoros CCaaS platform together ...
Sandra Radlovački · 2 Sept 2022
Understanding Customer Intent in the Contact Centre
Watch and subscribe on YouTube . CX Today's Sandra Radlovački hosts Kevin McGachy, Head of AI and Automation Solutions, Sabio . In this session, we discuss t...
Sandra Radlovački · 2 Sept 2022
Previewing the Salesforce Winter ’23 Release
Salesforce has shared a sneak peek of its Winter ’23 release with hundreds of updates that cross its broad portfolio and cater to various sectors. Many of th...
Sandra Radlovački · 31 Aug 2022
Introducing Text Analytics 2.0
In most cases, the process involves machine learning, sentiment analysis and natural language processing techniques to help organizations uncover valuable nu...
Sandra Radlovački · 31 Aug 2022
Observe.AI Launches a New Analytics Capability
Observe.ai has launched Reporting & Analytics – a new capability that provides an overview of conversation intelligence and contact centre performance. An ad...
Sandra Radlovački · 30 Aug 2022
3CLogic Integrates with ServiceNow
3CLogic has integrated its voice and SMS features into ServiceNow’s Healthcare and Life Sciences Service Management offering. The integration enables health ...
Sandra Radlovački · 18 Aug 2022
Authenticx Releases a Quality Management Solution for Healthcare
Authenticx has launched a quality management solution to help healthcare contact centres gather agent performance insights. The new solution pairs well with ...
Sandra Radlovački · 17 Aug 2022
Balto Launches an App-Free Version of Its Platform
Balto has announced an embeddable app-free version of its platform. The app-free version integrates with major CCaaS systems and workflow solutions, includin...
Sandra Radlovački · 17 Aug 2022
Five9 Study: 90% of Contact Centres are Focusing More on Agent Experience
Over the past year, 90 percent of contact centres across the globe spent more time and attention focusing on agent experience, according to a new Five9 surve...
Sandra Radlovački · 16 Aug 2022
Reputation Adds New Features for Instagram and TikTok
Reputation has added five new features to its customer experience product suite. The features are: Instagram Carousel Posts TikTok Integration New Social Mon...
Sandra Radlovački · 15 Aug 2022BIG CX NEWS from Avaya, Oracle, and Twilio
Welcome to our round-up of the top news in the CX space over the last seven days. Avaya Announces Q3 Results Avaya has announced that its Q3 revenues have de...
Sandra Radlovački · 15 Aug 2022
Kyndryl and Five9 Join Forces
IT infrastructure services provider Kyndryl has partnered with Five9 to bring Kyndryl’s Intelligent Cloud Contact Centre to a new customer base. The deal wil...
Sandra Radlovački · 11 Aug 2022
Twilio Falls Victim to a Phishing Attack
Hackers have tricked Twilio employees into sharing their login credentials, placing customer data at risk. Indeed, hackers gained entry to some of its intern...
Sandra Radlovački · 11 Aug 2022
Office Today is Here!
Today Digital, CX Today's publisher, has launched Office Today - a new publication focusing on the digital workplace landscape. Joining the information hubs ...
Sandra Radlovački · 11 Aug 2022
Verint Releases a New Data Integration for Zoom
Verint has launched a native integration for Zoom Meetings and Zoom Phone interactions. Being part of the Verint Cloud Platform, the integration will enable ...
Sandra Radlovački · 10 Aug 2022
Invoca Integrates with Five9
Invoca has integrated with Five9 to enable brands to break down data siloes. Announced at the Five9 CX Summit in Las Vegas, the integration will help organis...
Sandra Radlovački · 9 Aug 2022
Mitto: Customers Prefer a Dentist Appointment Over Interacting with Banks
Many people consider going to the dentist an unpleasant experience, which is completely understandable. However, some people would prefer a dentist appointme...
Sandra Radlovački · 9 Aug 2022
Oracle Starts Layoffs in the US
Oracle has begun laying off employees in the US to prioritise its healthcare IT services and cloud businesses. After deciding to cut costs of up to $1 billio...
Sandra Radlovački · 9 Aug 2022
What Is a CPaaS Enabler and What Is its Mission?
CX Today's Sandra Radlovački hosts Fabrizio Salanitri, CEO, HORISEN . In this session we discuss the following: What does being a CPaaS enabler mean? How the...
Sandra Radlovački · 8 Aug 2022
Your Last Chance to Check Out the 2022 CX Summit!
The 2022 CX Summit was a blast, featuring insights from some of the sharpest minds in the CX space. Thought leaders and industry analysts - including Zeus Ke...
Sandra Radlovački · 8 Aug 2022BIG CX NEWS from Five9, RingCentral, and Infobip
Welcome to our round-up of the top news in the CX space over the last seven days. Five9 Enjoys a Record Quarter Five9 has set Q2 records for net new bookings...
Sandra Radlovački · 5 Aug 2022
Flexible Working and Data Security – Yes, You Can Have Both
The debate on remote vs in-office work has touched on a number of business aspects. Whether it’s productivity and effectiveness or security and management ch...
Sandra Radlovački · 5 Aug 2022
Reputation Integrates with Microsoft Dynamics 365
Reputation has integrated its customer sentiment and feedback data platform into Microsoft Dynamics 365 and Power BI, allowing brands to centralise their cus...
Sandra Radlovački · 4 Aug 2022
Cresta Upgrades Its Real-Time Intelligence Platform
Cresta has revealed its new-and-improved Real-Time Intelligence Platform that aims to improve contact centre efficiency and enhance every customer interactio...
Sandra Radlovački · 3 Aug 2022
RingCentral Releases a Host of New Cloud Capabilities
RingCentral has released a host of capabilities across its cloud phone system and unified business communications platform. The new capabilities aim to help ...
Sandra Radlovački · 3 Aug 2022
Become a CPaaS Player with HORISEN
The cloud has brought countless possibilities to the modern business world. From scalability to easy deployment, organisations can do so much at a reduced co...
Sandra Radlovački · 2 Aug 2022
Infobip Acquires Peerless Network
Infobip has acquired a VoIP provider Peerless Network to strengthen its global voice offering. The deal will see Infobip clients venture into the US market, ...
Sandra Radlovački · 2 Aug 2022
Talkdesk: ‘Investing in AI is Integral to Customer Satisfaction’
Artificial Intelligence has taken the contact centre industry by storm in recent years, enabling organizations to reach new heights when it comes to accuracy...
Sandra Radlovački · 1 Aug 2022BIG CX NEWS from Zoom, Freshworks, and Cyara
Welcome to our round-up of the top news in the CX space over the last seven days. Zoom Debuts New Capabilities to Enhance Customer Service Experiences Zoom h...
Sandra Radlovački · 29 Jul 2022