Two-thirds of consumers contact customer service after receiving proactive outreach from companies, often using costly assisted channels because they need additional information or confirmation, ...

In 2025, 47.9% of companies used the contact center platform as the primary interface for agents, and 43.2% used the CRM ...

CAMPBELL, Calif.--(BUSINESS WIRE)--8x8, Inc. (NASDAQ: EGHT), a leading integrated cloud contact center and unified communications platform provider, today announced new Proactive Outreach features for ...

Sendbird Inc., an artificial intelligence communications and conversation platform, today announced the launch of what the company calls an “omnipresent” AI agent that can handle customer service ...

Customer experience is entering the sci-fi age: knowing and understanding customers on an individual level, providing personalized service, and dedicated moments. All of this is becoming possible ...

Remember the days when a text message ping generated momentary excitement about which friend or family member had something important or funny to say? It was sort of like receiving a card or letter in ...

Alvaria, a global leader in compliant, intelligent outreach as a contact center solution, announced a technology alliance with SuccessKPI, a leading AI insight and action platform. This partnership ...

Here are three ways in which automation can help organizations use technology to help cut costs while still improving customer satisfaction. The cost of customer service is rapidly increasing, with ...

Zendesk has released proactive messages – real time notifications on messaging channels such as WhatsApp or SMS or pop-up messages on a website. Whereas previous experiences may have required ...

TROY, Mich.--(BUSINESS WIRE)--A combination of improved business outlooks, stabilizing rates and improved communications have helped business customer satisfaction with electric utilities ...

Forbes contributors publish independent expert analyses and insights. Tony Bradley covers the intersection of tech and entertainment. The pace of technological innovation has significantly raised ...