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Contact Center & Omnichannel
TELUS Uses Amazon Connect & Local Measure to Build GenAI-Powered Asynchronous Messaging Tool
NICE CEO Pours Cold Water on Microsoft’s CCaaS Entrance & Expertise
Only 1 in 7 Customer Service Queries Resolved with Self-Service, Gartner Study Finds
CRM & Customer Data Management
Salesforce Embeds Tableau Pulse in Flagship CRM Platform
Big CX News from NICE, Zendesk, Meta & Five9
NICE Names Scott Russell as New CEO, Posts Strong Q2 Numbers
President Biden Announces New Customer Service Actions, Targets Subscriptions and ‘Doom Loops’
Zendesk Teams with Meta to Launch Customer Messaging App
Customer Analytics & Intelligence
Twilio Sued for Allegedly Collecting Customer Data Without Consent
Macy’s Leverages Rokt’s AI & Machine Learning to Enhance the Shopping Experience
Uncategorized
UK Government Proposes Double Compensation for Poor CX
Five9 Hits $1bn in Annual Revenue Run Rate, AI & Automation Key to Success
Five9 Set to Acquire Acqueon, Highlights Orchestration & Omnichannel Capabilities
Exclusive: Playvox Founder Opens Up on His Departure from the Company and the Launch of Oversai
Calabrio and Five9 Combine Contact Centre Technologies
Big CX News from Five9, NICE, Oracle & Webex
