Category: Customer Experience

Zendesk acquires Local Measure to boost AI voice features

Zendesk is turning up the volume in the AI-powered customer service space with its latest acquisition: Local Measure, a specialist in cloud contact centre solutions and a long-time Amazon Web Services (AWS) partner. The move, expected to close in May...

Companies splurge on the wrong tools while workers struggle, new report reveals

New research reveals a shocking disconnect between corporate tech spending and what employees actually need, putting productivity and morale on the line.Companies are pouring money into technology, but according to Diversified’s latest survey, they’re failing to invest in the tools...

The holiday return flood: 65% of shoppers sending gifts back

According to a recent Akeneo report, nearly two-thirds (65%) of consumers returned or exchanged a holiday purchase this year, with the majority (65%) preferring to return in-store rather than ship products back. This shows a growing consumer awareness of sustainability,...

New Typeform release streamlines data collection and analysis

Typeform has introduced its Winter ’25 release, expanding its AI capabilities to enhance every stage of the data collection process. With updates to Creator AI, Interaction AI, and Insights AI, the platform now enables businesses to generate more effective forms,...

8×8 and CallCabinet team up for compliance crackdown

If you thought your work calls were just between you and the person on the other end of the line, think again. 8×8 has just brought in CallCabinet as its go-to compliance call recording partner, ensuring that businesses can keep...

Is your business missing out? 32% of customers want more chatbot interactions in 2025

Vonage has unveiled its latest customer engagement report, which highlights the evolving consumer preferences for business communications and shows the increasing role of artificial intelligence (AI) in enhancing customer interactions.“A highlight of this year’s results is the reinforcement on the...

Genesys and Mitel target AI-driven CX overhaul

Two major players in AI-driven customer experience and business communications are joining forces to shake up the enterprise market. Genesys, an AI-powered experience orchestration company, and Mitel, a global business communications provider, have announced a new strategic partnership designed to...

RingCentral boosts the customer comms experience with an AI receptionist

The rise of AI in every facet of business continues with a new AI-powered receptionist. RingCentral’s AIR helps SMBs maintain good communications for a positive customer experience. It helps eliminate missed calls, and can boost business outcomes and ensure...

BT and RingCentral roll out AI contact centre to take on customer service woes

BT and RingCentral are stepping up the contact centre game with Cloud Work RingCX, a cloud-based, AI-driven platform designed to streamline customer interactions across voice and digital channels.The new platform integrates voice calls with more than 20 digital channels, including...

Can automation enhance your contact centre experience?

A recent Talkdesk report reveals that many contact centres still rely heavily on live agent interactions despite technological advancements. The data highlights key challenges, such as inefficient IVR systems, lengthy hold times, and agents struggling with time-consuming manual tasks, all...