Tag: Customer service

Cresta Brings AI Agent Assist and Conversation Intelligence to Email Support

Cresta has expanded its Agent Assist and Conversation Intelligence solutions to the email channel, bringing the same breakthrough capabilities it pioneered for voice and chat to one of the most widely used customer support formats. This move allows companies to...

NiCE and Salesforce Bring Real-Time AI Orchestration to Customer Service

NICE and Salesforce have expanded their partnership to deliver seamless, AI-powered customer experiences through deeper integration between NICE CXone Mpower and Salesforce Service Cloud. Building on their 2022 launch of Bring Your Own Telephony with Salesforce Service Cloud Voice, the two...

Fixing Broken Links in Retail’s Mobile Customer Service Chain

When a purchase goes wrong, mobile customer service often becomes the lifeline between a shopper and the brand. At its best, it can resolve issues in minutes; at its worst, it leaves customers stuck in a loop of delays and...

Kustomer Lands $30M Series B to Scale AI Agents for Smarter Customer Support

Kustomer has secured a $30 million Series B funding round led by Norwest, with continued investment from Battery Ventures, Redpoint Ventures, and Boldstart Ventures. This fresh capital will fuel the company’s ambitious AI product roadmap, accelerate platform innovation, and support...

This Week in CX: Retail, Travel & Healthcare Get an AI Upgrade

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored how AI-driven innovations and strategic partnerships are reshaping customer experience, healthcare, travel, and retail to deliver smarter, faster, and more impactful results. We’re also discussing...

ASAPP Levels Up Contact Center AI with New Accuracy and Trust Tools

ASAPP has unveiled major updates to its flagship product, GenerativeAgent—an AI voice and chat agent designed to handle complex, multi-step conversations. With this expansion, ASAPP offers tools that strike the right balance between automation at scale and the human oversight...

Alvaria and CallMiner Just Made Contact Centres a Lot Smarter

Alvaria has entered into a strategic partnership with CallMiner to elevate customer experience and drive business impact through AI-powered insights and automation. This collaboration integrates Alvaria’s outbound engagement and compliance capabilities with CallMiner’s advanced analytics and conversation intelligence platform. The two...

This Week in CX: When AI Delivers, and Institutions Fall Behind

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored how AI is reshaping customer experience across sectors, from drive-thru automation and lagging loyalty programs to growing public sector frustrations and the rise of...

This Week in CX: Formulas for Success and Workforce Friction

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored how retirement plans are getting reshaped, why is F1 such a big deal, and how can employees actually keep their productivity and heads up...

Toyota Tops UK Car Customer Service Rankings

Every business wants to do well in customer ratings, but in a public-facing market, a good ranking can boost sales. Toyota is the highest ranked automotive organisation in the UK for customer service and trust. That’s according to the July UK...