Analytics

AmazonChime SDK Call Analytics provides real-time voice tone analysis and speaker search.
Posted March 27, 2023

NICE Enlighten Actions combines NICE's own Enlighten AI with OpenAI's ChatGPT for generative AI.
Posted March 27, 2023

Cresta'a contact center customers can harness artificial intelligence to retain customers and tap new revenue streams.
Posted March 27, 2023

Eventus becomes a Verint value-added reseleer, bringing Verint's Digital-First Engagement solutions to customers worldwide.
Posted March 23, 2023

By integrating with SAP CRM Sales and SAP CRM Service Manager, 3CLogic delivers cloud contact center capabilities to enhance customer engagements while optimizing business workflows and operations.
Posted March 22, 2023

MarketsandMarkets eyes 21.6 percent annual growth driven by cloud deployments and integration service needs.
Posted March 21, 2023

Carahsoft will distribute Verint's customer engagement solutions to the public sector. (Featured on DestinationCRM.com.)
Posted March 17, 2023

Qualtrics new frontline customer service solutions provide automated coaching and performance analytics.
Posted March 08, 2023

Thrio's new offering enables integration of UCaaS/PBX and CCaaS natively and via Microsoft Teams.
Posted March 08, 2023

Salesforce adds Einstein GPT to its complete line of CRM products for sales, marketing, customer service, commerce, and IT. (Featured on DestinationCRM.com.)
Posted March 07, 2023

Microsoft launched Dynamics 365 Copilot and next-generation AI features for Power Virtual Agents and AI Builder, enabled by Azure OpenAI Service. (Featured on DestinationCRM.com.)
Posted March 06, 2023

Waterfield broadens its solution portfolio and value-added services for contact centers with its Dice acquisition. (Featured on DestinationCRM.com.)
Posted February 23, 2023

Authenticx's Autoscoring Tool helps companies analyze and evaluate customer interactions. (Featured on DestinationCRM.com.)
Posted February 14, 2023

Uniphore's Hexagone acquisition brings multiple signals, including voice, into the X conversational AI platform. (Featured on SpeechTechMag.com.)
Posted February 09, 2023

Winter 2023 release adds advanced personalization, reporting, and privacy capabilities.
Posted February 07, 2023

GoTo Customer Engagement provides customer communication with two-way digital channels, including SMS campaigns, webchat, and social media.
Posted February 07, 2023

Yobi Call Summarization includes a searchable transcript, action items, and notes.
Posted February 07, 2023

Uniphore's acquisition of Red Box strengthens its ability to capture conversation data. (Featured on SpeechTechMag.com.)
Posted February 03, 2023

NICE is bridging its CXone paltform with Cognizant's digital transformation services.
Posted January 30, 2023

Emergen Research expects the contact center analytics market to see 19 percent CAGR over the next seven years.
Posted January 30, 2023

SupportLogic will be able to automate QA for contact centers with its Emtropy Labs acquisition. (Featured on DestinationCRM.com.)
Posted January 25, 2023

TCN's Workforce Engagement Suite blends workforce management and optimization features for contact centers.
Posted January 18, 2023

Kevin Jones succeeds Tom Goodmanson as head of Calabrio.
Posted January 17, 2023

Partnership combines Sitel's expertise in the digital CX services space with Sprinklr's Unified-CXM platform to deliver customer experiences across digital channels.
Posted January 11, 2023

New capabilities for NEVA Discover present opportunities for advanced automation and employee training. (Featured on DestinationCRM.com.)
Posted January 09, 2023

Aisera's integration with Zendesk delivers self-service and assisted resolution capabilities for Zendesk Sunshine users. (Featured on DestinationCRM.com.)
Posted December 20, 2022

Ada will use the large language models behind OpenAI's ChatGPT to increase automated resolutions for customers.  (Featured on DestinationCRM.com.)
Posted December 20, 2022

Integration between Glia and Jack Henry allows financial institutions to transform customer service within the digital domain. (Featured on DestinationCRM.com.)
Posted December 13, 2022

NICE Enlighten AutoSummary delivers agent interaction summaries using AI to automatically identify key tasks, contact reason, and actions.
Posted December 12, 2022

Lumen has expanded its Genesys partnership to offer a holistic, cloud-based solution for contact centers.
Posted December 09, 2022

Dialpad's Ai-Powered Customer Intelligence Platform brings automation and actionable real-time insights to businesses and contact centers. (Featured on SpeechTechMag.com.)
Posted December 06, 2022

Polaris expects the contact center analytics market to grow at a CAGR of 19.4 percent through 2030. (Featured on SpeechTechMag.com.)
Posted December 06, 2022

Five9 elevates omnichannel customer engagement with innovations in digital self-service, AI design, and analytics.
Posted December 06, 2022

Integration brings Cresta's AI-driven, real-time intelligence to Zoom Contact Center.
Posted November 10, 2022

TCN's latest enhancements to its Voice Analytics tools allow contact center managers to analyze operational performance.
Posted November 10, 2022

The Eleveo-Zoom partnership delivers an omnichannel solution for cloud contact center personnel management.
Posted November 09, 2022

CallMiner rolled out integrations with Zoom Contact Center and Zoom Phone.
Posted November 09, 2022

Glia and Tethr partnership delivers enhanced analytics for digital and voice-based interactions. (Featured on SpeechTechMag.com.)
Posted November 01, 2022

CX platform providers Boost.ai and CallMiner join to improve insights from live and virtual agent interactions. (Featured on DestinationCRM.com.)
Posted October 31, 2022

NICE's FluenCX is a complete suite of digital CX solutions harnessing data and AI to deliver intent-driven self-service.
Posted October 24, 2022

NICE's Enlighten Journey Orchestration uses Enlighten AI to orchestrate consumer interactions for digital and voice engagements across agent and agentless journeys at massive scale.
Posted October 21, 2022

New Managed Libraries and Recommendations features allow businesses to begin industry-specific tracking of conversations out of the box. (Featured on SpeechTechMag.com.)
Posted October 18, 2022

Sprinklr's CXM demonstrates compliance with government security and infrastructure standards. (Featured on DestinationCRM.com.)
Posted October 18, 2022

Unifonic expands its product portfolio and geographic reach with Sestek acquisition. (Featured on SpeechTechMag.com.)
Posted October 14, 2022

3CLogic releases a voice and SMS solution for SAP Service Cloud. (Featured on DestinationCRM.com.)
Posted October 13, 2022

CallMiner for Salesforce delivers customer and prospect insights from CallMiner directly in Salesforce.
Posted October 12, 2022

Qualtrics' Automated Call Summaries and Real-Time Agent Assist automate post-call work and help contact center agents respond with empathy and speed. (Featured on DestinationCRM.com.)
Posted October 04, 2022

At its Invoca Summit today, Invoca unveiled contact center and marketing innovations to optimize spending by both business functions. (Featured on DestinationCRM.com.)
Posted October 04, 2022

Playvox AutoQA applies artificial intelligence to contact center quality assurance efforts.
Posted September 19, 2022

Zendesk Intelligent Triage and Smart Assist offer AI-powered customer sentiment and intent functionality. (Featured on DestinationCRM.com.)
Posted September 14, 2022

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