Customer expectations have changed. Today, people don’t just want help—they want help that feels personal. That’s why more companies now use CRM to personalize every interaction..

Businesses are being forced to reevaluate how they operate, plan, and grow. Shifts in consumer behavior, technological advancements, regulatory reforms, and global events can all throw conventional..

Here, we explore ten compelling reasons why implementing test automation tools in your customer service operations can revolutionize how you serve customers and drive business growth..

Ultatel has introduced the Intelligent Voice AI Agent, a virtual assistant that handles routine business tasks with empathy and professionalism. The AI agent seamlessly integrates with Ultatel’s cloud phone system..

NiCE has announced the winners of its 2025 International CX Excellence Awards, honoring organizations from across EMEA and APAC that are redefining customer service with NiCE’s CXone Mpower..

Cekura, an eight-month-old startup, has successfully raised a $2.4 million seed round led by Y Combinator to refine AI voice agents. Founded by IIT Bombay alumni Sidhant Kabra, Tarush Agarwal, and Shashij Gupta..

RingCentral has announced the general availability of its AI Receptionist (AIR), an AI phone agent that uses generative AI to automatically answer customer questions and transfer callers to the right place..

Customer journey analytics examine every touchpoint a customer has with your business, from initial awareness to post-purchase support. By analyzing this data, you can identify specific moments..

SAP has launched a new cloud edition of SAP Customer Checkout, offering a seamless, efficient, and scalable point-of-sale solution for various industries. The cloud edition includes two components..

Thoma Bravo is in advanced talks to acquire Verint, the customer relationship software company, amidst the AI revolution impacting the CRM sector. The deal value remains undisclosed..

Predictive routing leverages advanced analytics and machine learning to anticipate customer needs and optimize their journey through every touchpoint. Here we explore how predictive routing works..

TalkTalk is enhancing its customer service capabilities by leveraging NiCE’s AI-powered platform, CXone Mpower. The collaboration aims to consolidate TalkTalk’s various operating systems into a unified AI platform..

Trailways has been recognized as one of the top three bus companies in the United States by USA Today’s 10 Best Readers’ Choice Awards 2025. The award acknowledges Trailways for its commitment to travel..

Cognizant and Salesforce have expanded their partnership for deploying AI agents to transform customer and business operations. The services aim to accelerate the adoption of AI-augmented workforces..

Manhattan Associates has introduced new enhancements to Manhattan Active Omni, focusing on improving customer experiences and operational efficiency. The updates include advanced AI-powered tools..

Customer journeys work best when they’re not just a straight line but a map drawn with the customer in mind. That’s where AI steps in. With AI, brands can stop guessing and start listening, using customer signals..

For customer service managers looking to improve their responsiveness and manage complaints with efficiency, we’ve put together a list of the 10 best customer complaint software..

Happy Customer Service Representatives don’t just answer calls, they set the tone for every customer interaction. Let’s take a look at what actually keeps CSRs smiling and sticking around..