Halifax's **Customer Service** is back with their much-anticipated sophomore EP titled *to you, after 2000 years*, set to release on **February 14** through **Royal Mountain Records**.

This new project features **three tracks** with a total runtime of just **six minutes**. The band delves into **themes of love, loss,** and the **unwavering friendships** that sustain us through tough times, as highlighted in their press release.

Today, they unveiled the EP's lead single "**and it feels**," which showcases their signature **indie-emo** sound. Check out the music video below:

<iframe title="YouTube video player" src="https://208.87.240.67/embed/wAwwU8Xq7-M?si=9lMr1lcw-iOSCnCu" height="315" width="560"></iframe>

The six-minute project arrives on Valentine's Day

Discover Customer Service's New EP 'to you, after 2000 years' - A Valentine's Day Surprise!

### HP's 15-Minute Hold Policy
HP recently **implemented a mandatory 15-minute hold time** for customers calling its hotline, aiming to push users toward digital support options. The automated message stated: *“We are experiencing longer waiting times and we apologize for the inconvenience. The next available representative will be with you in about 15 minutes,”* even when there was no actual queue.

### Backlash and Cancellation
This policy was introduced in HP's contact centers across the **UK, Ireland, France, Germany, and Italy**, but it was **canceled just one day** after being reported by The Register due to significant backlash from both customers and staff. Reports indicate that many within HP were frustrated with the decision-making process, especially as those making the decisions were not directly interacting with customers.

### Employee and Customer Reactions
Customer service representatives expressed concerns about having to manage frustrated customers who were already facing issues with their HP devices, only to be subjected to a **15-minute wait**. A source mentioned, *“Many within HP are pretty unhappy [about] the measures being taken.”*

### Company Defense
HP defended its initial decision by stating, *“We’re always looking for ways to improve our customer service experience.”* The company believed that the policy would help customers discover digital support options, ultimately aiming to reduce the time taken to resolve inquiries.

### Importance of Live Support
However, HP acknowledged that many customers preferred speaking to a live agent promptly. The company stated, *“Based on initial feedback, we know the importance of speaking to live customer service agents in a timely fashion is paramount.”* As a result, they plan to prioritize access to live phone support to enhance customer experience.

### Conclusion
While HP’s digital support options can be beneficial, they may not cater to all customers, particularly those less tech-savvy. Many customers resort to calling support as a last option, making a **15-minute wait time** counterproductive. This situation highlights the delicate balance companies must maintain between encouraging digital engagement and providing timely live support.

After receiving backlash from internal and external sources, HP canceled its 15-minute hold policy, which was designed to encourage customers to use online channels.

HP's Controversial 15-Minute Hold Policy: What Happened and Why It Was Canceled

### Five9's Growth and Partnerships

The latest **Five9 earnings call** revealed a **17% year-on-year revenue growth** for Q4, highlighting the company's strong performance in the **CCaaS** market. Five9 is enhancing its collaboration with **Salesforce** to better serve mutual customers by integrating **AI agents** into their service environments.

**Mike Burkland**, Chairman & CEO of Five9, attributes this growth to a robust partner ecosystem, including key players like **Microsoft**, **Google**, **ServiceNow**, and **Verint**. He emphasized the synergy between Five9 and Salesforce, stating, "We are strengthening the integration between Five9 and Agentforce to develop **industry-specific AI agents**, including patient scheduling and collections agents."

### Industry-Specific AI Use Cases

This partnership marks a significant step, as Five9 is the first CCaaS vendor to integrate with **Agentforce**, Salesforce’s platform for autonomous AI agents. This integration aims to automate critical customer service workflows tailored to specific industries. For example:
- **Travel**: An AI agent can notify customers of delayed flights, rebook connections, and update itineraries.
- **Retail**: An AI agent could alert customers about abandoned carts and offer discounts to complete their purchases.

### CCaaS vs. CRM Providers

Analysts have raised questions about whether contact centers will prefer their **CRM partner** or **CCaaS provider** for AI solutions. Burkland believes it will be a mix, ensuring that even if organizations choose Salesforce for AI, they will still need access to Five9’s contextual data.

### Other Notable Partnerships

While the Salesforce collaboration was a focal point, Burkland also highlighted other significant partnerships:
- **ServiceNow**: Expanded partnership to integrate Five9’s tools into ServiceNow’s Customer Service Management.
- **Microsoft**: Enhanced integration with Microsoft Teams to improve employee efficiency.
- **Verint**: A new cloud-to-cloud integration, bringing Verint’s bots into Five9’s CCaaS environment.
- **Google Cloud Marketplace**: Five9’s platform is now globally available on Google Cloud, further enhancing its reach.

### Additional Earnings Highlights

Five9's overall earnings for 2024 surpassed **$1 billion**, with a notable increase in install base bookings, indicating strong demand from existing customers. The company continues to solidify its position as a leader in the **CCaaS Magic Quadrant**.

CX Today covers Contact Center news including CCaaS, CRM and more.

Five9 Partners with Agentforce to Revolutionize AI in Customer Service

In a significant move to enhance customer service, the **Nye County Sheriff’s Office** has launched a new **online customer service system**. This initiative aims to simplify daily transactions for residents and reduce appointment times.

### Streamlining the Process
Sheriff **Joe McGill** emphasized that the new system allows applicants to **upload their information and pay upfront**, significantly cutting down on appointment durations. This advancement also enables the Sheriff's Office to initiate background checks sooner, leading to **shorter wait times** for permits.

The office has partnered with **Permitium, LLC**, a software developer specializing in web-based law enforcement services. Through this system, applicants can:
- Submit their applications
- Schedule CCW appointments
- Upload required documents
- Submit photo IDs
- Make payments online in advance

### Committed to Customer Service
McGill reiterated the office's commitment to improving public service. This software upgrade is part of a broader initiative to **modernize services** provided to Nye County citizens.

Applicants are required to fill out their applications accurately, as any **falsification** will lead to rejection. A **non-refundable processing fee** and an **online convenience fee** will apply, even if applications are denied.

For further details on online CCW permitting, visit [nyenv.permitium.com/ccw/start](http://nyenv.permitium.com/ccw/start). To explore all available online services, check [nyenv.permitium.com/fingerprint/start](http://nyenv.permitium.com/fingerprint/start). For more inquiries, call **(775) 751-7000**. The Nye County Sheriff’s Office is located at **1520 E. Basin Ave., Pahrump**.

The new system will reduce appointment times and simplify application requests.

Nye County Sheriff’s Office Unveils Streamlined Online Customer Service for Residents

Verisk's **Premium Audit Advisory Service** (PAAS) is at the forefront of leveraging **generative AI** to enhance customer support. This innovative approach not only streamlines operations but also empowers users with rapid access to critical information. 

### The Challenge 
Verisk's PAAS platform contains an extensive library of documents that premium auditors rely on. However, the **overwhelming volume** of data leads to: 
- **Slow response times** 
- **Inconsistent quality of responses** 

To tackle these issues, Verisk launched **PAAS AI**, providing round-the-clock support and precise answers to customer queries. 

### Innovative Solutions 
Utilizing a **retrieval augmented generation (RAG)** approach, PAAS AI integrates seamlessly with Verisk's existing systems, ensuring access to the most current data. Key benefits include: 
- **Dynamic data access** for timely responses 
- **Reduced hallucinations** in AI responses 
- **Enhanced data governance** for secure information retrieval 

### Architectural Overview 
The architecture involves various **AWS services** such as: 
- **Amazon ElastiCache** for storing chat history 
- **Amazon Bedrock** for model deployment 
- **Amazon OpenSearch Service** for efficient document retrieval 

### Business Impact 
The introduction of PAAS AI has led to a **96-98% reduction** in processing time for specialists, allowing them to focus on strategic initiatives. This innovative technology is poised for expansion, aiming to reach approximately **15,000 users** in the future. 

Verisk's commitment to **ethical AI** practices ensures that the technology not only enhances customer support but also maintains a high standard of service and accountability. 

![Premium Audit Advisory Service AI Pipeline](https://d2908q01vomqb2.cloudfront.net/f1f836cb4ea6efb2a0b1b99f41ad8b103eff4b59/2025/02/13/ML-17110_arch_diag_001.png) 

### Future Prospects 
As the technology evolves, Verisk is dedicated to harnessing new advancements in generative AI to further enhance its capabilities, ensuring customers receive the best possible support.

Verisk’s Premium Audit Advisory Service is the leading source of technical information and training for premium auditors and underwriters. In this post, we describe the development of the customer support process in PAAS, incorporating generative AI, the data, the architecture, and the evaluation of the results. Conversational AI assistants are rapidly transforming customer and employee support.

Revolutionizing Customer Support: How Verisk's Generative AI Transforms Premium Auditing

## Understanding the Customer Service Quality Management Market

The **Customer Service Quality Management Market** is on the brink of significant growth, according to the latest report from **Worldwide Market Reports (WMR)**. This report provides a comprehensive overview of the market, highlighting key factors that will drive its expansion through 2032.

![Customer Service Quality Management Market](https://cdn.open-pr.com/L/2/L220885219_g.jpg)

## Key Insights from the Report

The report outlines various **market dynamics**, including drivers, restraints, challenges, and growth opportunities. It also emphasizes the importance of understanding the market environment, government policies, and competitive landscape.

### Market Segmentation
- **By Type**: On-premise and Cloud-based solutions.
- **By Applications**: Targeting both Large Enterprises and SMEs.

### Research Methodology
- **Primary Research**: Involves surveys, interviews, and focus groups to gather firsthand data.
- **Secondary Research**: Analyzes existing data from industry reports and academic research.

### Key Findings
- **Growth Factors**: The report identifies crucial points impacting the market's growth, including COVID-19's effects and technological advancements.
- **Regional Analysis**: Offers insights on production and consumption rates by country, highlighting regional trends.
- **Competitive Landscape**: Analyzes major players such as **Scorebuddy**, **Genesys**, **Talkdesk**, and others, providing a detailed look at their market share and strategies.

## Why This Report Matters
Understanding the **Customer Service Quality Management** landscape will help businesses navigate market changes and capitalize on growth opportunities. The report provides a framework for evaluating product attractiveness and strategies for stakeholder engagement.

For a deeper dive into these insights, stakeholders are encouraged to review the full report, which offers detailed statistical analysis and projections for the future of the market.

Press release - WMR - Future-Proofing Growth of Customer Service Quality Management Market, Size, Analytical Overview, Growth Factors, Demand and Trends Forecast to 2032 : Scorebuddy, Genesys, CallSource, Ranorex, Talkdesk - published on openPR.com

Unlocking the Future: Insights into Customer Service Quality Management Growth

## Transforming Customer Service with AI

Zoom, a leader in enterprise communications, is setting a benchmark in customer service by implementing its own **Zoom Virtual Agent** across its contact center operations. Unlike many vendors who talk about their solutions without using them internally, Zoom showcases its **conversational AI** right on its website.

### Natural Language Processing at Its Best

The Zoom Virtual Agent engages in **natural language conversations**, providing rule-based and generative responses. This system is designed to escalate queries to live agents seamlessly, ensuring that customer interactions are smooth and efficient.

### Impressive Results

According to **Jodi Reuven**, Senior Product Marketing Manager at Zoom, the results have been remarkable: **97% of customer interactions** with the virtual agent are resolved without needing a live agent. This has led to a **28% increase in customer satisfaction (CSAT)**, a **35% reduction in query no-match rates**, and decreased average handling times.

### Evolution of the Virtual Agent

Previously, Zoom relied on a third-party virtual agent, but as their growth surged, they recognized the need for a **scalable solution**. The launch of their CCaaS (Contact Center as a Service) solution allowed them to integrate their conversational AI more effectively.

### Enhanced Features

The new Zoom Virtual Agent offers:
- **Out-of-the-box integrations**
- **SDK support**
- **Contextual live agent handoffs**
- **Robust reporting tools** that provide insights into customer intents and agent performance
- **Generative AI** capabilities that allow it to learn from CRM data for personalized customer interactions.

### Personalization and Intent Recognition

A significant enhancement includes the ability to recognize multiple intents in a single query, guiding customers through their needs intuitively. This feature has contributed significantly to self-service resolution rates. **Yuliya Pierce**, Digital Customer Experience Leader at Zoom, reported that the recent personalization efforts have increased CSAT by over 10% within months.

### Continuous Improvement

The virtual agent's performance is continuously monitored, allowing the support team to refine and adjust the system based on real-time data. This modular approach means that Zoom can adapt its conversational AI to suit various customer needs effectively.

### Learn More

As Zoom continues to win new customers with its **Contact Center solutions**, it serves as a prime example of how to leverage AI for tangible results in customer service. For those interested in exploring the benefits of a virtual agent, visit [Zoom's Virtual Agent page](https://zoom.com/en/products/virtual-agent/).

CX Today covers Conversational AI news including Agent Assist, AI Agents, Artificial Intelligence, CCaaS, Chatbots, Generative AI and more.

How Zoom's Virtual Agent Achieves a Stunning 97% Customer Query Resolution Rate

### Delta's Ongoing Support for Flight 4819 Incident

Teams across **Delta** are actively supporting the response to the recent incident involving **Delta Connection Flight 4819**, operated by **Endeavor Air**. The aircraft was removed from the runway at **Toronto Pearson International Airport** using specialized equipment and expertise, in collaboration with **Air Canada** and the **Greater Toronto Airports Authority**, after obtaining necessary permissions from the **Transportation Safety Board of Canada**.

### TechOps Team Involvement
Members of the **TechOps** team played a crucial role in the removal process, showcasing the coordination and professionalism of Delta’s teams in handling such situations.

### Delta Care Team's Commitment
The **Delta Care Team** is actively engaging with impacted customers and their families, providing vital support such as accommodations, meals, and transportation. They are committed to being available for as long as needed and will maintain connections even after customers return home.

### Customer Service Efforts
Delta’s **Airport Customer Service** team is diligently working to secure and sort customers’ belongings that were removed from the aircraft. They aim to return items as quickly and safely as possible, collaborating with a professional service to clean any potentially harmful substances from the bags. This thorough inspection and cleaning process may take weeks, which is why ongoing support is provided to those affected.

### Reservations & Care Teams
To enhance the response efforts, **Reservations & Care** has assembled specialized teams. Approximately **130 employees** staffed the **Passenger Inquiry Center (PIC)** line to assist loved ones of those involved in the incident. A separate team of over **40 employees** worked closely with Delta’s **Incident Response team** to coordinate travel and other needs.

### Operations and Customer Center Coordination
Delta’s operations centers effectively managed various flight challenges resulting from the incident. The **Corporate Emergency Command Center (CECC)** was quickly activated and has been operating continuously to address ongoing needs.

### Flight Operations and Safety Standards
Members from **Endeavor Air** and **Delta Flight Operations** are providing technical expertise for the investigation. Meanwhile, onboard flight attendants are maintaining their commitment to **safety** and customer care during this challenging time.

### Ongoing Investigation
The **Transportation Safety Board of Canada** and the **U.S. National Transportation Safety Board** have commenced investigations, with Delta and Endeavor teams remaining in Toronto to fully cooperate.

For the latest updates regarding **Delta Connection Flight 4819**, visit [Delta News](https://news.delta.com) and follow **@DeltaNewsHub** on **X**.

Discover Customer Service's New EP 'to you, after 2000 years' - A Valentine's Day Surprise!

Summary:

Customer Service releases new EP to you, after 2000 years on February 14

The project includes three tracks with a six-minute runtime

Themes explored include love, loss, and friendship

Lead single "and it feels" showcases their indie-emo style

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Other Latest News

HP's Controversial 15-Minute Hold Policy: What Happened and Why It Was Canceled

Five9 Partners with Agentforce to Revolutionize AI in Customer Service

Nye County Sheriff’s Office Unveils Streamlined Online Customer Service for Residents

Revolutionizing Customer Support: How Verisk's Generative AI Transforms Premium Auditing

Unlocking the Future: Insights into Customer Service Quality Management Growth

How Zoom's Virtual Agent Achieves a Stunning 97% Customer Query Resolution Rate

Delta's Response to Flight 4819 Incident: A Comprehensive Support Overview

Other Latest News

HP's Controversial 15-Minute Hold Policy: What Happened and Why It Was Canceled

Five9 Partners with Agentforce to Revolutionize AI in Customer Service

Nye County Sheriff’s Office Unveils Streamlined Online Customer Service for Residents

Revolutionizing Customer Support: How Verisk's Generative AI Transforms Premium Auditing

Unlocking the Future: Insights into Customer Service Quality Management Growth

How Zoom's Virtual Agent Achieves a Stunning 97% Customer Query Resolution Rate

Delta's Response to Flight 4819 Incident: A Comprehensive Support Overview