Calabrio Product Marketing Manager Terri Kocon explains how data gathered through contact center analytics can benefit organizations in areas well beyond the contact center itself in this clip from her presentation at CX Connect 2021.
Posted June 30, 2021
Companies will need agility in technology, staffing, and processes to deal with changes brought on by COVID-19, speakers said on day two of Genesys' xPerience virtual event. (Featured on DestinationCRM.com.)
Posted June 25, 2021
Amid the pandemic and beyond, empathetic customer experience trumps everything else, Tony Bates, Genesys' CEO, said in his keynote at Genesys Xperience 21 virtual conference Wednesday. (Featured on DestinationCRM.com.)
Posted June 24, 2021
SmartAction's Brian Morin and TechStyle Fashion Group's Aarde Cosseboom discuss how TechStyle Fashion Group made CX more manageable through conversational AI and sold stakeholders on the solution in this clip from their presentation at CX Connect 2021. (Featured on DestinationCRM.com.)
Posted June 23, 2021
Replicant Head of Product Meghna Suresh explains how to deploy conversational analytics and more to deliver world-class Voice AI experiences in this clip from her presentation at CX Connect 2021. (Featured on SpeechTechMag.com.)
Posted June 22, 2021
Consumers today will not hesitate to switch companies after a bad experience, so good experiences can be a real differentiator, executives from Kustomer told CX Connect attendees. (Featured on DestinationCRM.com.)
Posted June 18, 2021
As much as 70 percent of customer data that companies have could be flawed, but there are easy steps to address it, CX Connect keynoters say. (Featured on DestinationCRM.com.)
Posted June 16, 2021
AI enables contact centers to handle the high volume of interactions and related data at scale, event participants repeated throughout day one of CX Connect. (Featured on DestinationCRM.com.)
Posted June 16, 2021
Customer experience leaders need to gather the right data to prove the value of CX initiatives, Forrester analyst says during opening keynote on the second day of Forrester's CX North America event. (Featured on DestinationCRM.com.)
Posted June 08, 2021
"Customer obsession is bigger than you, but it can't be done without you," Forrester CX North America keynoter maintains. (Featured on DestinationCRM.com.)
Posted June 07, 2021
MarketsandMarkets projects a 22.8 percent compound annual growth rate for voice biometrics over the next five years. (Featured on SpeechTechMag.com.)
Posted June 01, 2021
Companies must be prepared to serve customers who got things done digitally for the past year, speakers asserted on Day 2 of NICE Interactions 2021. (Featured on DestinationCRM.com.)
Posted May 27, 2021
At its Interactions virtual conference, NICE CEO Barak Eilam said companies would not have fared as well 20 years ago because certain technologies didn't exist. (Featured on DestinationCRM.com.)
Posted May 26, 2021
Companies will continue to grapple with work-at-home requests, increased call volume, and higher expectations, speakers maintained during the second day of Verint's virtual conference. (Featured on DestinationCRM.com.)
Posted May 21, 2021
Verint continues to shift its focus on customer experience business, with a goal toward helping businesses rebound after COVID-19 disruptions, CEO said at Engage 21 conference. (Featured on DestinationCRM.com.)
Posted May 20, 2021
The combined company will rebrand as Alvaria
Posted May 12, 2021
NICE InterACT is an AI-powered contact center recording solution on a microservices-based cloud architecture.
Posted May 10, 2021
Five9 has developed a framework to help businesses reimagine customer experience and realize results.
Posted May 04, 2021
Talkdesk Workspace and Talkdesk Builder enable companies to launch customized contact centers.
Posted April 28, 2021
Service Cloud innovations enable companies to support agents working from home, in the field, or in a hybrid model in one system.
Posted April 21, 2021
MindTouch's technology and CXone Expert advance NICE's digital self-service capabilities.
Posted April 20, 2021
New Vonage Contact Center features also include AI-powered virtual assistant, enhanced omnichannel capabilities and deep analytics.
Posted April 15, 2021
Microsoft will incorporate Nuance's technology in its cloud products for health care. (Featured on SpeechTechMag.com.)
Posted April 12, 2021
MarketsandMarkets expects the worldwide contact center software market to expand at a CAGR of almost 21 percent over the next five years.
Posted April 07, 2021
Talkdesk AI Trainer lets contact center agents and supervisors observe, validate. and improve artificial intelligence models.
Posted March 31, 2021
Vivantio's suite of customer service optimization software is designed specifically for SMBs in the B2B space.
Posted March 30, 2021
Research firm MarketsandMarkets projects the global voice biometrics market to reach $2.845 billion by 2024. (Featured on SpeechTechMag.com.)
Posted March 24, 2021
Thoma Bravo acquired speech and contact center software vendor Calabrio from fellow investment firm KKR. (Featured on DestinationCRM.com.)
Posted March 23, 2021
8x8 Contact Center for Microsoft Teams allows organizations to integrate customer engagement and telephony capabilities with Microsoft Teams.
Posted March 15, 2021
The spring 2021 release of NICE inContact CXone features real-time agent guidance, no-code self-service bots, and journey optimization.
Posted March 10, 2021
Smart Choice's Smart Contact Center is a fully customizable. cloud-based contact center. (featured on DestinationCRM.com.)
Posted March 09, 2021
Updates to Microsoft Dynamics include a slew of new capabilities and Teams integrations. (Featured on DestinationCRM.com.)
Posted March 02, 2021
Allied Market Research foresees an 18.9 percent compound annual growth rate for contact center software for the next seven years. (Featured on DestinationCRM.com.)
Posted February 16, 2021
Northridge Group finds consumers work too hard to get issues resolved. (Featured on DestinationCRM.com.)
Posted February 05, 2021
8x8's Winter 2021 Release delivers customer engagement and cloud communications enhancements across its integrated platforms.
Posted January 29, 2021
Avaya's AI Virtual Agent Enhanced with Google Cloud DialogFlow CX, blends automated and assisted service to contact center interactions.
Posted January 27, 2021
Companies can access NICE inContact CXone contact center controls from Teams and use NICE Engage real-time recording to ensure compliance.
Posted January 26, 2021
Amazon Web Services is enabling customers to leverage its artificial intelligence capabilities with their current contact center providers. (Featured on DestinationCRM.com.)
Posted January 12, 2021
COVID-19 was the major headline-maker of 2020, but not all the news centered on the pandemic.
Posted January 08, 2021
Combining Confirmit and FocusVision will accelerate growth and innovation in customer insights.
Posted January 07, 2021
Sparkcentral brings advanced customer care conversations to the Hootsuite platform. (Featured on DestinationCRM.com.)
Posted January 06, 2021
Deloitte's new contact center offering is powered by Salesforce Service Cloud Voice.
Posted December 18, 2020
Zendesk's partnership with Unity enables integrated customer support within today's most popular games. (Featured on DestinationCRM.com.)
Posted December 15, 2020
8x8's new release delivers work-from-anywhere insights and improved administrator and user experience.
Posted December 09, 2020
WebEx Contact Center upgrades include AI-powered analytics, integrations, and customizations.
Posted December 08, 2020
Salesforce Service Cloud Workforce Engagement helps contact center leaders predict customer demand and organize their workforces to staff the right agents with the right skills at the right time.
Posted December 02, 2020
Amazon Web Services has added to Amazon Connect with five capabilities powered by AWS's Sensei machine learning technology
Posted December 02, 2020
NICE Enlighten Fraud Prevention uses AI and voice biometrics to scan calls and identify fraudulent behavior.
Posted November 19, 2020
Clarabridge's text and speech analytics integrates with Oracle Cloud CX Service, connecting users to hundreds of feedback sources. (Featured on DestinationCRM.com.)
Posted November 19, 2020
Contact centers have been slow to move to the cloud, but that effort is expected to grow dramatically through 2027, according to Mordor Intelligence.
Posted November 17, 2020