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Freshworks Enriches Freddy, its AI-powered Omnibot, with Predictive Engagement, Enabling Proactive Outreach and Support...

Global research shows overwhelming demand for proactive service, with 69% of customers indicating a clear preference for brands that offer notifications and support

Most Americans Less Likely to Join Customer Loyalty Program that Collects Personal Information (71%)...

76 percent of Americans are more likely to join a customer loyalty program that collects only their name and phone number

Quantum Metric Unveils First of its Kind Feature for Real-Time and Automatic Response to...

New platform feature Activate enables businesses to transform behavioral data into triggers for in-the-moment user experience decision making

Verint Launches AI Blueprint to Simplify Enterprise Investment in AI

Conversation Analysis System Determines Precisely How Companies Can Best Leverage AI

VOZIQ Launches “Agent Connect,” an Explainable AI Product to Enable Large-Scale Customer Retention Programs

VOZIQ announced the launch of its new eXplainable AI (XAI) product "Agent Connect" to help businesses enhance proactive retention capabilities of their most critical resource – customer retention agents.

LogMeIn Forges Path to Eliminate CX Barriers with Bold360 Real-Time Agent Collaboration

LogMeIn furthered its vision to improve customer experience by delivering new tools that enable agents to work together to solve complex customer issues.

Evolve IP Acquires; Leading Speech Analytics and Natural Language Technology Firm

Application Ensures Users Can Remember, Retrieve and Record Everything that Happens on a Phone Call

Cyara and Circle Consulting and Software Partner to Provide Real-Time Customer Experience Monitoring

Circle adds Cyara’s CX assurance technology to expand its range of innovative and cost-effective solutions for contact centres

Consumers Love Messaging for Customer Service But Hate its Experience Silo

YouGov survey of US and UK consumers reveals that lack of consistent omnichannel experience is the biggest hurdle to faster adoption of messaging for customer service

Conversocial Acquires AI-Powered Conversational Commerce Platform Assist

Deal allows brands to transform sales, marketing, and customer service with dynamic customer interactions that seamlessly integrate bots and live agents

Cyara Puts Real-Time CX Incident Management in the Palm of Your Hand

New mobile app enables enterprises to see the overall health of their omnichannel CX systems and rapidly resolve incidents

Vertafore transcends customer support industry benchmarks with Vonage’s NewVoiceMedia contact centre solution

Vertafore® has realised shorter hold times for its customers, additional means of communication and a better overall customer experience, since implementing the NewVoiceMedia (NVM) solution.

New CallMiner Customer Experience Solution Pack Speeds CX Insight from Unsolicited Feedback

Speech Analytics Voice of the Customer (VOC) quality and loyalty indicators are revealed from every contact center conversation

Decibel Adds New Platform Features that Enhance Digital Customer Experience by Revealing Exactly How...

With Journeys, brands can visualize data to better understand the complicated customer journey on websites and apps

Luminoso Launches Score Drivers for Analyzing Mixed Datasets of Customer and Employee Feedback

Machine learning-powered solution intelligently automates finding correlations between open-ended text feedback and quantitative ratings

M For Momentum: Experience Management Leader Medallia Reports Completion of Financing Round

New Funding, New Global Brands, Artificial Intelligence and New Executive Close Out Record Year

Selfie Customer Service? Sparkcentral Announces Enhanced Instagram Support for its Enterprise Social Customer Service...

Brands and customer service teams can now respond and engage with customers at scale in real time on popular photo sharing app

Optimizely Launches Easy Event Tracking, a New Way to Understand and Optimize Every Element...

New capability lets brands connect any third party data to the leading experimentation platform, allowing businesses to understand the impact of experiments on the metrics that matter most

UserTesting Makes Real-Time Human Insight Available Anywhere, Anytime with the Launch of Live Conversation...

Leading brands embrace Live Conversation Mobile to connect with customers in more flexible ways

Maropost Launches Maropost for Commerce

First platform to unify marketing and commerce gives marketers actionable intelligence for building brand loyalty to increase customer lifetime value

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