Analytics

SMG expands its contact center and conversation analytics capabilities with a CallMiner partnership. (Featured on SpeechTechMag.com.)
Posted September 21, 2021

Artificial intelligence technology from Kare Knowledgeware will enable new self-service, automated engagement, and augmented agents in Dialpad Contact Center.
Posted September 15, 2021

Transparency Market Research eyes nearly 20 percent CAGR for contact center solutions through 2030.
Posted September 13, 2021

Observe.AI is expanding into the omnichannel customer experience market with its ScopeAI acquisition. (Featured on DestinationCRM.com)
Posted August 31, 2021

The Cognigy Insights analytics suite will enhance the Cognigy.AI platform to make sense of conversational data. (Featured on SpeechTechMag.com.)
Posted August 31, 2021

MiaRec has updated the voice analytics in its call recording, transcription, and quality assurance solutions. (Featured on SpeechTechMag.com.)
Posted August 31, 2021

NICE Enlighten AI enables complaint management and remediation by automating analysis of every interaction through voice and digital channels. (Featured on DestinationCRM.com.)
Posted August 25, 2021

Conversocial gives Verint added social and messaging channels and conversational AI capabilities. (Featured on DestinationCRM.com.)
Posted August 10, 2021

Splice's redesigned Thrive platform helps companies collect and act on customer feedback.
Posted August 05, 2021

Balto Real-Time Coaching and QA work on 100 percent of calls into the contact center.
Posted August 05, 2021

Qualtrics' acquisition of Clarabridge will enable companies to capture, analyze, and act on all forms of customer and employee feedback. (Featured on DestinationCRM.com.)
Posted July 29, 2021

Alida's Summer 21 product release includes more than 100 integrations and advanced analytics. (Featured on DestinationCRM.com.)
Posted July 27, 2021

Partnership combines Clarabridge's conversational analytics with Five9's cloud contact center solutions.
Posted July 14, 2021

Calabrio Product Marketing Manager Terri Kocon discusses how to deploy next-generation analytics to deliver more actionable insights in the contact center in this clip from her presentation at CX Connect 2021. (Featured on DestinationCRM.com.)
Posted July 08, 2021

The two companies' unique voice matching technology requires no input from call center staff. (Featured on SpeechTechMag.com.)
Posted July 07, 2021

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

Vonage Contact Center for Salesforce Service Cloud Voice brings automation, intelligence, and global calling capability to Service Cloud Voice.
Posted June 28, 2021

Aquant Service Insights converts unstructured service data into detailed insights for visibility into customers at risk of churn and workforce training opportunities. (Featured on DestiantionCRM.com.)
Posted June 24, 2021

The alliance between Genesys and Qualtrics gives companies a comprehensive view of the customer service experience, based on sentiment and service history.
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

Talkdesk launches industry-specific contact center solutions for healthcare and financial services at its Opentalk event.
Posted June 16, 2021

Collaboration brings Verint workforce management solutions to Fuze Contact Center.
Posted June 16, 2021

NICE Enlighten AI Feedback brings the Enlighten AI engine to Satmetrix Voice of the Customer
Posted June 16, 2021

Partnership allows DialAmerica customers to adopt ENACOMM technologies via its digital gateway while ENACOMM customers gain on-demand contact center support. (Featured on DestinationCRM.com.)
Posted June 08, 2021

Text analytics turns structured and unstructured feedback into actionable insights with real business benefits.
Posted June 08, 2021

Dura enters the contact center workforce optimization space with its acquisition of DVSAnalytics
Posted June 04, 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

LiveVox Bot offers an intelligent virtual assistant for personalized conversations.
Posted May 27, 2021

TCN Voice Analytics combines interaction analytics, call transcription, search and discovery, and redaction capabilities. (Featured on SpeechTechMag.com.)
Posted May 25, 2021

Invoca expands its call tracking and analytics capabilities with its DialogTech acquisition. (Featured on SpeechTechMag.com.)
Posted May 24, 2021

ENACOMM Financial Suite with IVR will deliver call fielding for banks and credit unions also using Finastra's products.
Posted May 13, 2021

The combined company will rebrand as Alvaria
Posted May 12, 2021

TCN Operator's features include omnichannel communications, business intelligence, reporting and analytics, data management and compliance, and workforce engagement. (Featured on DestinationCRM.com.)
Posted May 11, 2021

Qualtrics Command Center taps into customer feedback and interaction analytics. (Featured on DestinationCRM.com.)
Posted April 30, 2021

MindTouch's technology and CXone Expert advance NICE's digital self-service capabilities.
Posted April 20, 2021

Thoma Bravo acquired speech and contact center software vendor Calabrio from fellow investment firm KKR. (Featured on DestinationCRM.com.)
Posted March 23, 2021

To stay ahead in this challenging market, contact centers are turning to speech analytics technology to analyze customer interactions and ensure compliance at every step of the customer journey. (Featured on DestinationCRM.com.)
Posted March 23, 2021

Equipping NEVA with Enlighten AI insights helps employees understand customer sentiment, proactively adapt their actions, and respond to requests. (Featured on DestinationCRM.com.)
Posted March 19, 2021

Collaboration unites Talkdesk's cloud contact center solutions with Alorica's execution and performance management capabilities, including its work-at-home solution, Alorica Anywhere.
Posted March 17, 2021

Expanded mobility and visibility and new partnership strengthens Fuze's cloud contact center offering.
Posted March 17, 2021

Natterbox Insight automatically surfaces training opportunities for sales and service supervisors. (Featured on DestinationCRM.com.)
Posted March 10, 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

TTEC is acquiring fellow customer experience technology and services provider AVTEX. (Featured on SpeechTechMag.com.)
Posted March 04, 2021

NICE's Agile WEM enables employee engagement in the work-from-anywhere reality.
Posted February 04, 2021

Salesforce Service Cloud integration provides supervisors and agents with access to customer interaction histories.
Posted February 03, 2021

Integration provides real-time analysis of audio and media data sets captured by Red Box Conversa and transcribed by Medallia Experience Cloud. (Featured on DestinationCRM.com.)
Posted January 28, 2021

Integration allows users to capture calls and automagically present recordings, call data, and AI-enriched insights in Salesforce.
Posted January 27, 2021

New partnership offers 8x8 contact center customers integration with Verint Monet and Verint Enterprise. (Featured on DestinationCRM.com.)
Posted January 25, 2021

The Red Box/Behavox partnership will streamline voice data reconciliation for artificial intelligence to help companies with compliance and reputation issues. (Featured on DestinationCRM.com.)
Posted January 21, 2021

Medallia's contact center insights offering complies with federal security guidelines.
Posted January 20, 2021