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..
By strategically using AI in real-time customer call analysis, the telecommunication giant aims to prevent 100,000 customers from severing ties. This latest move is part of Verizon’s AI-driven journey..
Imagine a world where call center reps don’t have to deal with aggressive customers – SoftBank Corp is making that a reality. They’ve developed an ’emotion-cancelling’ AI filter that takes the sting out of irate customer calls..
A recent report released by Forrester has revealed that the quality of customer experience in the United States has experienced a significant drop, marking the third consecutive year of decline..
Zenarate has been named Disruptive Technology of the Year at this year’s CCW Excellence Awards. The awards aim to elevate the standards of the contact center industry by recognizing the most innovative companies..
Ex-Avaya, Five9, Glia, and Talkdesk industry leaders have joined forces to revolutionize customer experience (CX) with the launch of Zingly, a Collaborative Customer Experience (CCX) Platform..
Sabio Group, the global digital customer experience (CX) transformation services specialist, has secured a new contract with a leading Swedish energy provider..
Pluxee, the global leader in employee benefits and engagement services, has successfully transformed its customer experience (CX) through a strategic partnership with Sabio Group and Genesys..
Business Systems Ltd and Motorway, the UK’s fastest growing used-car marketplace, have been announced as the winners of the Partnership Award at The Forum’s prestigious 2024 Awards..
Electrical service provider Citrus Group, is using a BigChange job management system to reduce asset downtime and boost customer service. The app and back-office system is also boosting health and safety..
Meaning, the real-time voice harmonization platform, today announced its partnership with Five9, the intelligent CX platform provider. The collaboration will allow organizations to enrich the customer experience..
Zenarate, a leading SaaS provider of AI-powered skill-based simulation training has announced its showcase in Frost & Sullivan’s report, “Advancements in Contact Center Workforce Optimization-Global.”
Sabio Group has announced its new Wellbeing Companion solution is now available in the Genesys AppFoundry. It aims to boost contact centre wellbeing and performance through AI, analytics and human insight..
EnviroVent, the manufacturer of domestic ventilation products, has transformed its installation and service operation using a BigChange job management system. Since implementing the 6-in-1 cloud based solution..
Avaya and LivePerson have partnered to integrate voice, digital, and AI capabilities into a unified omnichannel solution for enhanced customer experiences and accelerated digital transformation..
Picture being able to sift through conversations from around the globe, figuring out exactly how customers feel on-the-fly. For CX professionals searching insights far and wide – here comes your hidden advantage!
TTEC today announced that it was awarded a patent for a solution that streamlines the inputs and integrations needed to power truly intelligent customer experiences. The patent complements the company’s extensive..
Sabio Group, the digital customer experience (CX) transformation services specialist, has been named Avaya’s ‘Enterprise Cloud Partner of the Year – International’ at its annual Avaya Engage event..
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..