The latest news for the customer service industry. CSM brings you industry news, views and opinion that keeps you up to date in the world of customer service management and experience..
HubSpot has announced the acquisition of Frame AI, an AI-powered conversation intelligence platform, to enhance its ability to provide real-time insights from unstructured data. HubSpot plans to integrate..
Tata Communications has unveiled Kaleyra AI, an innovative AI-powered flagship portfolio poised to transform customer interactions. This innovative suite will initially feature three distinct capabilities..
Gartner forecasts that by 2028, 30% of Fortune 500 companies will provide customer service through a single AI-driven channel capable of handling text, images, and sound. Rather than juggling separate channels..
Southwest Gas has been recognized for top-tier customer satisfaction in Residential Natural Gas Service for the West region among large utilities. High marks were also earned for its commitment to safety and reliability..
BT Group is enhancing customer support by incorporating advanced AI and generative AI technologies in partnership with Sprinklr. The updated customer contact platform aims to improve CX..
Vapi has scaled revenue to millions for voice agents across industries like customer service and healthcare. Fresh funding to accelerate hiring elite engineering talent and scale their real-time infrastructure..
Jovee is announcing the beta launch of Jovee AI, a fully-featured AI assistant designed to streamline contact center operations by understanding, empathizing, and engaging with customers in real-time..
Aampe reveals it has deployed over 100 million intelligent agents into consumer applications running across four continents. The agents are managing on the order of 15-200 billion decisions every week..
Amazon is set to conduct trials for quick commerce operations in India, aiming to deliver grocery items within 15 minutes. The initiative, known as “Project Tez”, focuses on high-frequency essentials..
Kore.ai has introduced AI for Work, an Agentic AI Platform which merges enterprise search, workflow automation, and multi-agent orchestration to enhance productivity and streamline operations..
Amazon has successfully completed an initial test of delivery drones in Italy, marking the first European country for this service. Prime Air drone deliveries are already operational in select U.S. locations..
The implementation of the cloud-based NICECXone system at Great Southern Bank, Australia has enabled contact center agents to effectively resolve customer inquiries, leading to higher customer satisfaction..
Elizabethtown Gas has been ranked as the top midsize utility in the East for Customer Satisfaction with Residential Natural Gas Service by J.D. Power for the 10th consecutive year. South Jersey Gas secured second..
Verint has introduced a new CX/EX Scoring Bot in the Verint Open Platform, offering real-time insights on customer and employee experiences. The bot utilizes proprietary AI models to provide feedback..
Wordwatch, an industry expert in compliance archiving and records management solutions, has today announced that Verint, The CX Automation Company, has joined its partnership programme…
TTEC Digital, a leading global CX technology and services innovator, has completed the first phases of a successful global sales process optimization program with Westcon-Comstor, a global technology provider..
Ozonetel has introduced CXi Switch, a novel internet communication product aimed at facilitating instant voice and digital interactions across various touchpoints, offering an alternative to traditional telecom channels..
Auto Windscreens has been reaccredited with The Institute of Customer Service ServiceMark – the national customer service standard. The Institute of Customer Service is a professional body for customer service..
Commercial heating and plumbing contractor Plumbing & Gas Solutions, is set to save hundreds of pounds a week using BigChange Fuel. Having switched to BigChange, P & G is now securing lower prices.