News Briefs

Verint's Workforce Optimization suite has been certified as compatible with Cisco's Unified Communications Manager solution.
Posted April 18, 2017

Infinium Global Research predicts the market will more than double in the next five years.
Posted April 12, 2017

With customizable workflows, NICE Quality Central provides end-to-end automation and insight throughout the customer's journey and across complex processes.
Posted April 12, 2017

PlanetOne Becomes a RingCentral Premier Master Agent Partner to transition enterprises to cloud communication solutions.
Posted April 12, 2017

MiaRec has been certified for use with Avaya Aura Communication Manager 7.0, Avaya Aura Session Manager 7.0, and Avaya Session Border Controller for Enterprise (SBCE) 7.1.
Posted April 12, 2017

Organizations can now connect Zendesk and other systems to Usermind to unify customer data. (Featured on DestinationCRM.com.)
Posted April 11, 2017

The new release of CTIntegrations' web client solution enhances agent and customer collaboration, search functionality, and reporting. (Featured on DestinationCRM.com.)
Posted April 11, 2017

Aspect Software launches its Via customer engagement platform in Europe.
Posted April 11, 2017

Dizzion's virtual desktops can now be integrated into inContact's cloud contact center software.
Posted April 06, 2017

Mobile, chat, and social media customer interactions will increase at the expense of live-agent voice, finds Frost & Sullivan.
Posted April 05, 2017

CX Contact Center solution transcribes recorded calls and applies text and sentiment analytics. (Featured on SpeechTechMag.com.)
Posted April 05, 2017

Nuance's Transcription Engine is being used by OnviSource's speech-to-text and analytics solutions. (Featured on SpeechTechMag.com.)
Posted April 05, 2017

Calabrio acquires Symmetrics to deliver data orchestration and visual reporting
Posted April 04, 2017

The PureCloud customer engagement solution meets PCI DSS Service Provider Level 2 standards for securing consumer data.
Posted April 04, 2017

VoiceFoundry's CTI Connector will link voice calls to the Freshdesk help desk ticketing solution.
Posted March 30, 2017

Real-time messaging platform BBB now" gives businesses a simple, direct way to engage with customers on mobile devices.
Posted March 29, 2017

STC Group's new VoiceKey.PLATFORM release coincides with the launch of two new biometric solutions VoiceKey.AGENT and VoiceKey.FRAUD. (Featured on SpeechTechMag.com>/em>.)
Posted March 29, 2017

LiveWorld adds support for WeChat, Telegram, and web chat.
Posted March 28, 2017

The latest version of RingCentral Office introduces team messaging and collaboration APIs, chatbot and AI support, and 40 out-of-the-box integrations.
Posted March 24, 2017

Zappix Visual IVR authoring tool allows developers to build a Visual IVR with voice IVR using a drag-and-drop interface with scripting that supports VoiceXML and IVR services such as Twilio and Plivo.
Posted March 24, 2017

The latest version of Confirmit's Horizons analytics platform adds new text analytics capabilities.
Posted March 23, 2017

A new agent interface and Skylight feature facilitates interactions between agents and customers.
Posted March 22, 2017

8X8 ContactNow enhances customer experiences for informal and non-traditional contact centers.
Posted March 22, 2017

The integration of Blueworx Voice Response with IBM Watson supports real-time IVR communication using IBM's Watson's speech APIs.
Posted March 22, 2017

The integration brings unified communications applications directly into Microsoft's latest CRM platform.
Posted March 22, 2017

The acquisition of HipMob furthers Conversocial's shift toward the convergence of social, messaging, web chat, and in-app messaging.
Posted March 22, 2017

New offering uncovers insight from customer channel engagements. (Featured on DestinationCRM.com.)
Posted March 21, 2017

Two-way text messaging is available through Inference Studio 4.2 for North America.
Posted March 21, 2017

Aculab VoiSentry will allow developers to add voice authentication to any business application. (Featured on SpeechTechMag.com.)
Posted March 20, 2017

The contact center consulting firm has added CX Health Check, CX Snapshotz, and CX Evaluation to its portfolio of services.
Posted March 17, 2017

New Virtual Observer workforce optimization features combine agent performance measurement and quality management.
Posted March 17, 2017

New product and implementation packages better align features and value with company needs.
Posted March 15, 2017

Rolodesk will be a mobile-first customer support solution for SMBs and startups.
Posted March 15, 2017

Bright Pattern partners with Next Caller to provide Advanced Caller ID from a database of more than 500 million caller profiles in real time.
Posted March 14, 2017

The spring release extends Einstein artificial intelligence capabilities to all customer-facing professionals and enables advanced image recognition. (Featured on DestinationCRM.com.)
Posted March 10, 2017

The Zappix healthcare Visual IVR combines visual and voice service via smartphone.
Posted March 09, 2017

The partnership brings advanced artificial intelligence and deep learning to contact center interactions.
Posted March 07, 2017

Voxai clients can now add callback options to their contact centers.
Posted March 07, 2017

The AQUA conversational platform enables employees to create conversational intelligence with zero code changes.
Posted March 03, 2017

Verint connects to Tango Networks' mobile solution to extend its Customer Engagement Optimization solutions to mobile environments. (Featured on DestinationCRM.com.)
Posted March 02, 2017

The TV network will deploy Eureka speech analytics across three call centers. (Featured on SpeechTechMag.com.)
Posted March 02, 2017

The enhanced RTA solution uses NICE's automatic enrollment to authenticate customers during self-service interactive voice response calls or those handled by agents.
Posted March 02, 2017

MiaRec's call recording has completed interoperability testing with the Metaswitch CFS platform.
Posted March 02, 2017

Earthbend's Cloud Contact Center is a multitenant version of Enghouse Interactive's Contact Center: Service Provider platform.
Posted March 01, 2017

Voxai adds to its customer contact center technology offering with Cyara's omnichannel testing and monitoring platform.
Posted March 01, 2017

Bright Pattern has integrated its cloud contact center software with Oracle RightNow CRM.
Posted February 28, 2017

The acquisition of Silver Lining Solutions helps Genesys enrich its workforce optimization product offerings.
Posted February 27, 2017

Zoe makes it possible for every employee to take part in the customer success process.
Posted February 27, 2017

The updated Version 6.6 includes tighter integrations and enhanced functionality for compliance and digital transformation.
Posted February 23, 2017

Bright Pattern has extended its global cloud contact center service to Australia and New Zealand.
Posted February 23, 2017
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