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..
The Microsoft IT outage caused by a CrowdStrike software glitch has significantly impacted customer service across various industries. The outage has led to widespread disruptions, including grounding flights..
CallRail, the AI-powered lead intelligence platform, has announced the arrival of a new product, Convert Assist. The new tool unites key features including call coaching, smart follow-ups, and action planning..
Sinch, a global leader in Customer Communications Cloud, has launched its new customer engagement tool, Sinch AI. Sinch AI has been woven seamlessly into the Sinch Customer Communications Cloud..
SuccessKPI, a leader in the 2023 Frost & Sullivan Workforce Optimization Radar report, has partnered with ConnectGen to launch Contact Center Builder, a solution for speeding up CCaaS deployments..
Salesforce has unveiled Einstein Service Agent, an AI-powered autonomous agent set to transform the customer service landscape. Salesforce says they are delivering a future where human and digital agents join forces..
Assured Fire and Security, the Essex-based installer of electronic fire and security systems, is driving nationwide growth using the latest mobile working technology from BigChange..
Kore.ai has announced the launch of GALE, it’s first-of-its-kind GenAI platform. Designed to accelerate AI application development, GALE could potentially reduce production time by up to 50%.
Amazon has rolled out Rufus, an AI chatbot now available to shoppers across the US, through the Amazon mobile app. Rufus’ proficiency is built upon Amazon’s extensive product catalog and customer feedback..
Adamo, a leading provider of high-speed internet services, has recorded remarkable improvements in customer service levels in partnership with Sabio Group. In a project that has demonstrated the power of automation..
GEM Environmental Building Services has rolled-out a job management system from BigChange. The cloud-based, 6-in-1 solution live links engineers in the field with back-office management systems providing real-time..
Home Group has partnered with Business Systems Ltd, an industry expert in digital communications solutions, to help transform its contact centre operations, achieving a ROI within six months of implementation..
Outsourcing specialist Sigma Connected has announced it is working with E.ON Next to relocate 100 employees to Sigma Connected’s Mitchells Plain offices, based in the township to the south of Cape Town..
Sabio has secured a multi-year contract with Leeds Building Society which will drive innovation in its contact centre, and improve customer care for the Society’s members..
ESP Group, the experienced and proven contact centre outsourcing partner, has successfully transformed its CX and positioned itself for significant growth in a strategic partnership with Sabio..
The Optical Consumer Complaints Service has published its Annual Report for 2023-24, revealing a year marked by significant achievements and a continued commitment to excellence in complaint resolution..
Customer Experience Automation Leader Humach today announced the launch of mAI Pilot, an artificial intelligence platform designed to improve the customer experience through digital agents and digital assist..
Workflow automation platform Rocketlane is today announcing a $24 million Series B funding round as it expands the opportunity for professional services teams with AI capabilities..
Demonstrating its commitment to providing best-in-class customer service to its hearing care professional (HCP) partners, Signia has been named a winner of the 2024 Globee Awards for Customer Excellence..
In a bid to enhance customer service efficiency and address longstanding issues, Rochester Gas and Electric (RG&E) has recently taken significant steps towards improving its customer communication strategies..