Talkdesk Workforce Management, powered by Talkdesk iQ, adds artificial intelligence to contact center staff management.
Posted March 19, 2019
Calabrio has released its latest analytics-fueled customer experience intelligence suite.
Posted March 19, 2019
Avaya's expanded integration enables greater use of artificial intelligence.
Posted March 19, 2019
8x8 Quality Management and Speech Analytics now span all voice communications inside and outside the contact center.
Posted March 19, 2019
CallMiner Visualize powered by Tableau adds graphical impact to speech analytics insights.
Posted March 18, 2019
Solution enables those in customer-facing roles to derive actionable insights via conversational, AI-based analytics features. (Featured on SpeechTechMag.com.)
Posted March 12, 2019
CX Solution Pack uncovers voice of the customer quality and loyalty indicators from every contact center conversation.
Posted March 06, 2019
Calabrio has earned Advanced Technology Partner Status in the Amazon Web Services Partner Network for its Calabrio ONE suite.
Posted March 06, 2019
Voicesense's newest version includes AI-driven customer and agent profiling for live call center operations. (Featured on DestinationCRM.com.)
Posted February 28, 2019
The new version of NICE IVRO allows advanced personalization and deep understanding of customer journeys with analytics and artificial intelligence.
Posted February 27, 2019
UserTesting Live Conversation Mobile expands real-time human insight availability. (Featured on DestinationCRM.com.)
Posted February 26, 2019
Tellius' Intelligent Conversational Analytics platform combines natural language processing and artificial intelligence to surface insights.
Posted February 26, 2019
NICE's Strategic Planner applies artificial intelligence to workforce management and employee engagement to aid in long-term planning.
Posted February 26, 2019
Contact centers deploying artificial intelligence-driven speech-to-text (STT) solutions and multichannel data analytics can greatly improve the customer experience.
Posted February 25, 2019
Based in Denmark, customer service provider Dixa is setting out to build a "customer friendship-based" service platform that brings the same level of communication that consumers use to interact with each other to brand interactions.
Posted February 08, 2019
Calabrio has extended its Cisco SolutionsPlus Program participation with Calabrio ONE Cloud solution.
Posted February 08, 2019
The enhancements include a beefed-up integration framework, improved speech analytics, and real-time dashboards for contact centers.
Posted February 05, 2019
Cloud-based deployments bring new operational intelligence capabilities to more contact centers.
Posted January 23, 2019
Teleopti Insights uses embedded Power BI from Microsoft to enhance interactive, flexible workforce management reporting.
Posted January 23, 2019
Rackspace will resell Synchronoss' Digital Experience Platform (DXP) to international customers
Posted January 23, 2019
Bright Pattern is making its omnichannel cloud contact center software available to VION Consulting customers.
Posted December 19, 2018
The AR-powered video assistance platform provider has released a video call app in the Salesforce App Exchange. (Featured on DestinationCRM.com.)
Posted December 18, 2018
Conversation Analytics Suite will allow users to analyze the speech on every call and act on the insight. (Featured on DestinationCRM.com.)
Posted December 18, 2018
The robotic process automation solution monitors the end-to-end health of contact center systems.
Posted December 06, 2018
The solution aims to provide the data necessary to deliver predictive customer service for Internet of Things (IoT) devices.
Posted December 05, 2018
New capabilities allowing companies to actively understand and analyze customer trends.
Posted December 05, 2018
The platform leverages the knowledge of expert users to help companies provide quick and effective customer service.
Posted December 04, 2018
The acquisition expands Marchex's conversation analytics capabilities across both voice and text solutions.
Posted November 27, 2018
The acquisition of XOXCO brings together leading bot development communities to help advance conversational AI.
Posted November 14, 2018
Lessonly's training software integrates with Zendesk to encourage contact center agent team learning and practice. (Featured on DestinationCRM.com.)
Posted November 13, 2018
NICE's Journey Excellence Score is a new metric for measuring service quality across touchpoints and over time and enables the prediction of future outcomes. (Featured on DestinationCRM.com.)
Posted November 13, 2018
New research from Frost & Sullivan uncovers a surge in new technology investments.
Posted November 07, 2018
ScoreData is bringing artificial intelligence and dynamic machine learning to Talkdesk's contact center platform through an AppConnect partnership.
Posted November 07, 2018
New research reveals that there's a reason why some customers are able to get through to agents at call centers faster than others. It comes down to a 'customer score,' a calculation of how valuable that customer is to the business.
Posted November 02, 2018
ChatHelper brings artificial intelligence to the digital agent desktop in real time. (Featured on DestinationCRM.com.)
Posted October 30, 2018
Calabrio adds enterprise scalability and other enhancements to automate and simplify management of large-scale workforce optimization deployments.
Posted October 30, 2018
The real-time speech analytics module aims to drive specific outcomes during a call or alert management to issues.
Posted October 26, 2018
Bright Pattern's integration with Loxysoft brings workforce management to VIPdesk Connect.
Posted October 23, 2018
OpenText Qfiniti delivers advanced workforce optimization for Amazon Connect through AWS Marketplace.
Posted October 23, 2018
Cisco customers and partners can now access Teleopti's cloud workforce management solution on the Cisco Systems global price list.
Posted October 22, 2018
The airline estimates that 40 percent of the calls received can easily be handled via text, so the new service will now likely alleviate pressure on its customer service line.
Posted October 19, 2018
The partnership agreement expands Connex's customer engagement offerings.
Posted October 18, 2018
Converseon's language models provide machine learning around social media listening intelligence. (Featured on DestinationCRM.com.)
Posted October 16, 2018
Integration with Google AI technology brings conversational AI to the Freshworks customer engagement platform through voice interactions. (Featured on DestinationCRM.com.)
Posted October 11, 2018
Speakeasy AI Analytics 2.0 delivers dynamic real-time voice intent reporting that can pull in outside data and embed dashboards and reports within other enterprise applications.
Posted October 10, 2018
Avaya is deepening its partnership with Cogito to enhance customer experience through joint development
Posted October 10, 2018
Partnership combines CallMiner contact center engagement analytics with Medallia's solicited feedback data. (Featured on DestinationCRM.com.)
Posted October 09, 2018
ProProfs Help Desk integrates ProProfs Knowledge Base, ProProfs Chat, team collaboration tools and customer support analysis. (Featured on DestinationCRM.com.)
Posted October 02, 2018
Dynamics users can now tap Directly's AI and the gig economy for contact center interactions. (Featured on DestinationCRM.com.)
Posted October 01, 2018
NICE inContact integration routes omnichannel interactions natively in Salesforce Live Agent.
Posted September 26, 2018