Using Contextual Data to Fight Fraud While Improving Customer Experiences
The News: Digital fraud continues to rise across a variety of industry groups, according to the TransUnion 2023 State of Omnichannel Fraud Report, with the study indicating that 4.6% of all customers’ digital transactions globally were suspected to be fraudulent. However, because the number of transactions conducted digitally has dramatically risen in the last few […]
Call Center Satisfaction Weighs Down Overall Wireless Service Ratings
The News: Call center satisfaction garnered the lowest customer ratings across each category of wireless carriers, hovering around the 70-71 mark across mobile network operators (MNOs), full-service mobile virtual network operators (MVNOs), and value oriented MVNOs, according to the American Customer Satisfaction Index (ACSI) Wireless Phone Service and Cell Phone Study 2022-2023. Based on […]
Grammarly Incorporates Generative AI to Improve Workflow and Productivity
The News: Grammarly, a company best known for utilizing AI and human expertise to help people develop, compose, revise, and understand communications, announced several new enhancements and features designed to improve workflow and productivity for employees. The company announced on May 18 enterprise-specific capabilities in GrammarlyGo, the company’s on-demand assistant powered by generative AI, that […]
Zendesk Announces New AI Intelligence Layer to Power Seamless Interactions
The News: Zendesk AI, an intelligence layer that combines the company’s data and insights with new AI technologies, including the company’s proprietary models, generative, and large language models (LLMs), was announced May 10 at Zendesk’s Relate customer event. Zendesk AI is designed to help organizations improve service experiences, save time, and create seamless interactions. Several […]
Data Flexibility Drives Customer Targeting, Insights for The Washington Post
The News: Customer data platform (CDP) vendor ActionIQ released the results of its two-year engagement with The Washington Post, which helped drive business growth and a more holistic reader experience by increasing data flexibility and availability across the organization. ActionIQ used first-party data to improve personalization and engagement to support the publisher’s new subscription outreach, […]
SugarCRM Enterprise Release Features New User Experience Improvements
The News: SugarCRM announced in early May the addition of powerful new user experience (UX) improvements via the launch of Sugar Enterprise+, its salesforce automation platform for on-premises customers. The newest version of the Sugar Enterprise platform includes a user interface (UI) redesign, a report viewer refresh, new service capabilities, built-in integrations, console metric tabs […]
Salesforce Introduces Generative AI-Enabled Version of Tableau
The News: Salesforce introduced on May 9 at its Tableau Conference the next generation of Tableau, the company’s data analytics and visualization solution, which is now powered by Einstein generative AI technology. According to the company, using Tableau GPT and Tableau Pulse, analysts and business users can automate data analysis, anticipate user needs, and automatically […]
Zendesk Launches Conversational Commerce Capabilities
Zendesk Inc. announced Conversational Commerce capabilities designed to allow brands to connect with shoppers directly from within a message-based conversation. Launched May 10 at the company’s Relate customer event, the new Conversational Commerce capabilities equip companies with the ability to create a more personalized shopping journey for customers without requiring them to leave a conversation. […]
SMB Customers Expect Fast Resolution and Digital Engagement Across Multiple Channels
The News: Quick resolutions to issues and access to multiple customer communication channels are two of the top expectations for consumers when interacting with small and medium-sized businesses (SMBs) via digital channels, according to a new survey published by Vonage and conducted by Pollfish, which surveyed 1,500 US consumers in April. Nearly one-third (29%) of […]
TTEC Holdings Announces Expanded Suite of Generative AI-Enabled CX Solutions
The News: TTEC Holdings, a provider of CX technology and services, announced an expanded suite of AI solutions incorporating the use of generative AI and large language models (LLMs) in its CX solutions. These solutions have been developed based on demand from its client relationships, and through the company’s AI Center of Excellence for Customer Experience. […]
Designing Virtual Agents and Chatbots for Better Customer Engagements
Virtual agents and chatbots have become both commonplace and vital to ensuring customers are served quickly and efficiently through the channels of their choosing. And while today’s AI-infused chatbots are far more advanced than the decision tree-based, interactive voice response (IVR) automated attendants of yesteryear, care must be taken with their design and implementation to […]
Five9 Renaming CCaaS Solution; Highlights New Customer Case Studies
Contact Center-as-a-service (CCaaS) vendor Five9 announced the renaming of its core platform to the Five9 Intelligent CX Platform (ICXP), from Virtual Cloud Contact Center (VCC) or Five9 Intelligent Cloud Contact Center (ICC). According to the company, the repositioning is designed to reflect and highlight the role of Five9 as a platform, and how it is […]
