Calabrio Launches New Version of Calabrio ONE

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The newest version gives agents more self-service control over their work schedules.

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Chatbots Are Still Missing the Human Element, Strategy Analytics Finds

Customer emotions have a significant influence on their satisfaction with chatbots, but the technology still can't deliver, the researchers find. (Featured on

Oct 27, 2020
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NICE InContact Launches Fall 2020 Version of CXone

The CXone Fall 2020 release adds business intelligence, biometrics, and advanced analytics. (Featured on

Oct 16, 2020
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Sugar Launches SugarLive and Other Product Upgrades

SugarLive is an integration with Amazon Connect voice, chat. and text messaging for omnichannel customer service and support. (Featured on

Oct 14, 2020
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HGS Launches HGS Pulse Contact Center Analytics

HGS Pulse provides near-real-time business intelligence with a view into contact center operations and productivity. (Featured on

Oct 09, 2020
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Contact Center Analytics Market to Reach $2.66 Billion by 2026, Grand View Research Finds

Growing use of analytics in contact centers to continue for the next six years, the research firm predicts.

Oct 07, 2020
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Talkdesk Launches Talkdesk Remote and Talkdesk On The Go

Talkdesk Remote and Talkdesk On The Go are cloud contact center solutions for at-home agents and mobile workforces.

Sep 30, 2020
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CX Becomes Essential as Contact Centers Become the Face of the Company

Companies survived amid the pandemic because their contact centers provided empathy and moved to the cloud, Cyara's CEO said during his company's Cyara Xchange. (Featured on

Sep 18, 2020