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..
Avaya has unveiled a series of important enhancements to the Avaya Experience Platform (AXP), that further Avaya’s leadership in Enterprise CX as well as its commitment to delivering Innovation without Disruption..
CommBox, the leader in AI and automated customer communications, is today launching its new partner programme, CommBox Connect. This programme opens CommBox’s market-leading technology..
A Fortune 500 company has picked Verint to lead the way in AI-driven business solutions through a cutting-edge hybrid cloud strategy. The client will incorporate four AI-powered bots in the cloud..
RingCentral has upgraded its platform to allow easy integration of AI, video, and social messaging features into workflows without coding. The new RingSense AI APIs enable users to generate transcriptions..
Yellow.ai just rolled out Orchestrator LLM, a smart agent model that steps up customer chats by pinpointing questions right on target, remembering past talks, and flipping through topics smoothly across platforms..
Sprinklr, a Unified-CXM platform, has launched Sprinklr Surveys, entering the Customer Feedback Management (CFM) market with AI-powered survey capabilities. Sprinklr Surveys offers unique features including AI..
ServiceNow and Genesys have announced a strategic partnership at the Knowledge 2024 event to enhance customer and employee experiences. The new solution will leverage AI, automation and digital capabilities..
In a panel discussion hosted at Sabio’s Disrupt event, a group of industry experts explored how emerging tools and platforms are empowering companies to elevate their customer service to new heights..
Avaya has acquired Edify, integrating advanced AI-powered customer journey orchestration and workflow capabilities into the Avaya Experience Platform (AXP)..
Zenarate, a leading SaaS provider of AI-powered skill-based learning and development for customer-facing agents, today announced the next generation of their personalized AI Coach platform..
Leading software firm, Graphisoft, has been recognised for its transition from a perpetual business model to a cutting-edge Software-as-a-Service (SaaS) model. In a project with Sabio the Hungarian firm was awarded..
Sabio’s Mel Bogin and Nicole Regensburg, Global Partner Managers for Salesforce and Genesys/Amazon joined Craig Murray (Salesforce) and Jeroen Sourbon (Genesys) to discuss the powerful potential of CX Cloud..
Sabio Group, the digital experience transformation services specialist, has launched a new e-book aimed at guiding organisations in the optimisation of their contact centre workforce..
At Sabio’s recent Disrupt event in London, a panel of experts from Sweaty Betty, Zuto, Transcom and Awaze shared insights on how they are leveraging new technologies such as artificial intelligence (AI)..
The new field service management system from BigChange is cloud-based and incorporates vehicle tracking, mobile workforce app, intelligent job scheduling and an online customer booking portal..
With Mental Health Awareness week approaching next month, world of work experts, Instant Offices have pulled together advice to help employers support their employees both during this time and beyond..
Sabio has launched a new e-book which takes a deep dive into the role that Customer Relationship Management (CRM) systems play in shaping and orchestrating modern customer journeys..
D2 Facilities has used job management software from BigChange to underpin expansion of its facilities management services. The company achieved a 200 percent increase in turnover..
Workforce performance management leaders Calabrio have announced a partnership in Australia with customer experience and service operations specialists Customer Driven Solutions..