Analytics

Intermedia Interaction Analytics helps businesses capture the voice of the customer, automating trend recognition of key words and phrases from daily customer interactions. (Featured on SpeechTechMag.com.)
Posted June 27, 2022

An investor group led by Hellman & Friedman and Permira will acquire Zendesk for $10.2 billion. (Featured on SmartCustomerService.com.)
Posted June 27, 2022

Qualtrics Embedded Insights gives a unified view of employee and customer experience and operational data.
Posted June 23, 2022

NICE RPA 7.7 innovations include web callouts, dashboards, and a connectivity watchdog.
Posted June 22, 2022

Pathlight has built AI-enabled quality assurance and workforce management into its contact center offerings.
Posted June 22, 2022

24]7.ai Engagement Cloud heralds the company's entry into the contact center as a service (CCaaS) space.
Posted June 21, 2022

New and expanded features include call and screen recording, video playback, after-work automation, and quality forms to complement automated scoring.
Posted June 21, 2022

Sprinklr Modern Care Lite is a unified AI-powered customer support solution.
Posted June 21, 2022

Qualtrics' Quality Management is a solution for measuring contact center performance to boost agent retention.
Posted June 21, 2022

Deloitte Digital'sTrueServe is a suite of contact center solutions.
Posted June 21, 2022

Dialpad Ai CSAT is a real-time predictive engine for customer satisfaction that provides visibility into 100 percent of calls.
Posted June 08, 2022

LiveVox customers now have access to SuccessKPI's contact center insights platform.
Posted June 08, 2022

Talkdesk Retail Experience Cloud is a customer service platform purpose built to unify the retail customer journey.
Posted June 07, 2022

Pindrop's latest advancements provide deeper audio intelligence, improved fraud investigations and authentication policies, and enhanced operational efficiencies. (Featured on SpeechTechMag.com.)
Posted June 06, 2022

Cyara's self-assessment tool empowers companies to measure and modernize customer experience (CX) testing capabilities.
Posted May 25, 2022

Observe.AI's Auto QA accelerates quality assurance and coaching workflows for contact centers. (Featured on DestinationCRM.com.)
Posted May 24, 2022

TheLoops with Zendesk offers predictive analytics and automations for real-time support.
Posted May 17, 2022

MiaRec has added Customer Sentiment Analysis to its interaction recording and customer engagement platform. (Featured on DestinationCRM.com.)
Posted May 16, 2022

Oracle offers service agents a unified view of the customer with Oracle Fusion Cloud Unity CDP integration.
Posted May 11, 2022

Integration brings Qualtrics' speech and text analytics into SAP's Service Cloud to help organizations understand the sentiment, emotion, and effort behind every customer interaction. (Featured on DestinationCRM.com.)
Posted May 10, 2022

Authenticx's Eddy Effect Dashboard helps companies identify and attack disruptions in the customer journey. (Featured on DestinationCRM.com.)
Posted May 10, 2022

Grand View has increased its projections for growth in the cloud contact center market, largely due to COVID's impact on contact centers.
Posted May 03, 2022

Cloudli TalkNText offers AI-powered call screening capabilities for business users across iOS, Android, and desktop devices. (Featured on DestinationCRM.com.)
Posted April 28, 2022

Recording and analytics with ASC's Recording Insights is now available for RingCentral users.
Posted April 28, 2022

Global Relay's latest release enables control and flexibility for the multichannel hybrid workplace.
Posted April 28, 2022

Five9 and Deloitte Canada team up to deliver cloud-based contact center solutions across Canada.
Posted April 21, 2022

Integration brings recording control, replay of sessions, and analytics results in Microsoft's CRM. (Featured on DestinationCRM.com.)
Posted April 19, 2022

Voice biometrics technology has holes but is more efficient than traditional password security. (Featured on DestinationCRM.com.)
Posted April 18, 2022

Instreamatic's Speaky is a voice AI platform for customer feedback and real-time sentiment analysis. (Featured on SpeechTechMag.com.)
Posted April 15, 2022

NICE and Deutsche Telekom Global Business partner to bring CXone to companies across Europe. (Featured on DestinationCRM.com.)
Posted April 13, 2022

Call Journey now offers text analytics and real-time workflows as part of its VoiceAI portfolio. (Featured on DestinationCRM.com.)
Posted April 05, 2022

Hexaware is working with Genesys to help customers transition from premises- to cloud-based customer service.
Posted April 01, 2022

NICE's CXone cloud contact center suite is now available to companies in Singapore.
Posted March 23, 2022

Integration allows Cresta customers to connect into the Five9 customer engagement platform and Five9 customers to implement Cresta's real-time intelligence layer.
Posted March 18, 2022

GIA expects the contact center AI market to grow from $1.1 billion in 2020 to $3.5 billion by 2026.
Posted March 09, 2022

Balto's next-generation AI dialogue models allow for more natural agent conversations. (Featured on SpeechTechMag.com.)
Posted March 04, 2022

U-Assist In-Call delivers real-time agent guidance with integrated RPA. (Featured on SpeechTechMag.com.)
Posted March 02, 2022

After a failed attempt to acquire Five9 last year, Zoom enters the cloud contact center market with a product of its own.
Posted February 23, 2022

Cyara's Automated Customer Experience Assurance Platform is now available to U.S. government agencies through Carahsoft's contracts and resellers. (Featured on DestinationCRM.com.)
Posted February 18, 2022

Twilio will use LumenVox's speech recognition, voice biometrics, and call analytics in its Voice and Flex contact center offerings.
Posted February 17, 2022

LivePerson's Conversational Cloud now delivers advanced routing, self-learning, marketing and sales attribution, and e-commerce capabilities. (Featured on DestinationCRM.com.)
Posted February 15, 2022

Companies need to supplement traditional surveys with speech and text analytics
Posted February 10, 2022

Alliance enables Etisalat Digital customers to use NICE's CXone cloud contact center platform.
Posted February 10, 2022

CRMNext's OCP supports multiple chat and voice interaction channels.
Posted February 07, 2022

NICE has added CXone to the Chrome Enterprise Recommended Program.
Posted February 04, 2022

Knowlarity's cloud communications, voice, and contact center solutions will add to Gupshup's Conversational Messaging suite. (Featured on SpeechTechMag.com.)
Posted February 02, 2022

Pindrop partnership will provide greater access to authentication and fraud protection for Five9 customers.
Posted January 28, 2022

MarketsandMarkets is projecting 20.5 percent CAGR for the global speech analytics market for the next five years. (Featured on SpeechTechMag.com.)
Posted January 18, 2022

Nuance's contact center AI, biometrics, and tooling solutions are now available for Genesys Cloud CX. (Featured on DestinationCRM.com.)
Posted January 18, 2022

PCI Pal is providing secure payment processing solutions for Talkdesk customers.
Posted December 20, 2021