Measuring empathy might sound tricky—after all, how do you quantify something so emotional? But there are effective ways to assess its impact. By using customer feedback and tracking specific metrics..
For customer service professionals, saying “no” isn’t always easy. After all, we’ve been conditioned to prioritize the customer’s needs. The reality is, there are situations where you have no choice..
When was the last time you felt truly heard in a conversation? That moment of connection isn’t just nice—it’s powerful. In customer support, empathy works the same way. It’s not just about solving issues..
Enghouse Holdings UK Limited, a subsidiary of Enghouse Systems Limited, has acquired Aculab PLC, a provider of communication and AI software solutions. The acquisition expands Enghouse’s gateway business..
Microsoft has introduced multilingual autonomous voice agents using Copilot Studio, a significant advancement in their AI capabilities. The voice agents are designed to handle multiple languages effortlessly..
Twilio has introduced ConversationRelay, a voice AI platform that simplifies voice AI development by managing technical complexities and enabling natural, scalable voice interactions..
Salesforce has announced Agentforce 2.0: the first digital labor platform for enterprises — a complete AI system for augmenting teams with trusted, autonomous AI agents in the flow of work..
To celebrate the holiday season, Moneypenny and VoiceNation in Duluth made it rain gift cards for Rainbow Village, donating 40 gift cards that will empower families to buy their holiday gifts..
The leading German business process outsourcing (BPO) provider Cho-Time (SSF Group) is partnering with yoummday, the platform for customer experience (CX) technology solutions..
Prosper, a financial services company, has selected NICE to support its customer experience transformation efforts. The company plans to use NICE’s CXone Mpower tools like SmartReach and Enlighten AI..
Grupo Juguetron, a prominent Mexican company with numerous stores nationwide, has partnered with RELEX Solutions to enhance their supply chain and retail planning through advanced forecasting..
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..
What sets great logistics companies apart in today’s fast-paced world? It’s no longer just about moving goods from one place to another, it’s about delivering exceptional customer experiences at every step..
When choosing the right platform, small businesses and large enterprises have very different needs. Here we look at two—Freshdesk vs Zendesk—to see which one’s AI cababilities are best suited for which business..
Customer service has far outgrown simply fixing a problem as it arises in today’s high-speed digital landscape. As Artificial Intelligence assistants integrate, customer service will evolve from reactive to proactive..