Analytics

CallMiner and Intradiem are teaming up to provide behavioral insights to contact centers. (Featured on SpeechTechMag.com,/em>.)
Posted August 11, 2020

DVSAnalytics has launched Encore Workforce Optimization as a Service (WFOaaS) for Amazon Connect. (Featured on DestinationCRM.com.)
Posted August 11, 2020

Red Box users can now run call recordings through Salesforce Einstein Call Coaching to provide training insights. (Featured on DestinationCRM.com.)
Posted July 30, 2020

Unscrambl's qbo conversational analytics lets Teams users access data with natural language.
Posted July 29, 2020

NICE's Real-Time Interaction Guidance is powered by NICE Enlighten AI behavioral models to provide agent guidance during interactions.
Posted July 27, 2020

New features in Invoca's Summer 2020 Release allow companies to extract and apply more insights from conversational data. (Featured on DestinationCRM.com.)
Posted July 27, 2020

Dial800 now offers both inbound and outbound call tracking, so users can track, route, and analyze all of their calls.
Posted July 22, 2020

Illuminate leverages machine learning to extract insights, intelligence, and meaning from customer interactions.
Posted July 20, 2020

Astute adds voice of the customer capabilities to its customer experience solutions with its acquisition of iperceptions.
Posted July 20, 2020

Clarabridge has added a number of new features that expand its contact center analytics and engagement platforms as part of the 2020 summer release. (Featured on DestinationCRM.com.)
Posted July 17, 2020

Recap provides call transcriptions, voice recording, and speech analytics for Microsoft Teams, the Evolve Contact Suite, and Cisco unified communications. (Featured on SpeechTechMag.com.)
Posted July 15, 2020

USAN brings Calabrio's workforce management and Amazon Connect to its cloud customer engagement solutions portfolio.
Posted July 08, 2020

The partnership integrates UJET's customer support with Calabrio's workforce and customer engagement solutions.
Posted June 30, 2020

eGain Messaging Hub harmonizes messaging across bots and live agents.
Posted June 17, 2020

Uniphore brings its auMina and akeira automation technology to Sitel's customers.
Posted May 27, 2020

Talkdesk adds quality management, call and screen recording, and speech analytics to its WEM suite.
Posted May 21, 2020

As the pandemic shuttered offices, Verint solutions were able to help companies move to remote work with disruption, its CEO maintains. (Featured on DestinationCRM.com.)
Posted May 20, 2020

IDFraud Contact Center uses voice biometrics to help telcos prevent new subscriber fraud. (Featured on SpeechTechMag.com.)
Posted May 20, 2020

Observe.ai's integration with Genesys Cloud enables businesses to analyze calls with sentiment analysis for compliance and quality monitoring, agent performance, and remote agent coaching in a single platform. (Featured on SpeechTechMag.com.)
Posted May 20, 2020

Cloud contact center provider 3CLogic is adding Observe.ai's SpeechNLP, call transcription, sentiment analysis, and quality management features. (Featured on SpeechTechMag.com.)
Posted May 15, 2020

Medallia is bringing speech analytics into Medallia Experience Cloud, it announced at an online event today. (Featured on DestinationCRM.com.)
Posted May 13, 2020

CSAT Pro measures customer satisfaction and provides actionable solutions in real time.
Posted May 04, 2020

Verint launches a work-from-home insights platform as part of its Desktop and Process Analytics package.
Posted April 30, 2020

Medallia is acquiring speech-to-text, speech analytics, and voice biometrics provider Voci Technologies for $59 million. (Featured on DestinationCRM.com.)
Posted April 22, 2020

NICE inContact's CXone@home now helps companies ensure agent productivity while working from home.
Posted April 17, 2020

Verint's latest offerings address needs to improve workforce visibility, compliance, and productivity amid COVID-19 outbreak. (Featured on DestinationCRM.com.)
Posted April 13, 2020

NICE inContact and Zoom are joining forces to deliver more personalized customer experiences while supporting remote workers.
Posted April 03, 2020

Dimensions provides a true picture of customer calls and staff performance.
Posted March 26, 2020

Explore and Studio upgrades allow for greater contact center customizations.
Posted March 17, 2020

ChaseData's Mobile Portal dashboard tool lets contact center managers track metrics and visualize data using any mobile device.
Posted March 17, 2020

The choices for WFM systems have never been better, and contact centers have never had more options.
Posted March 13, 2020

Inflow is adding Call Journey's artificial intelligence-powered Conversation Analytics to its Voice of the Customer capabilities.
Posted March 09, 2020

iQor has improved the speech-to-text transcription of calls in its speech analytics platform. (Featured on SpeechTechMag.com.)
Posted March 04, 2020

Observe.AI's Voice AI platform has become part of Telarus' portfolio of suppliers. (Featured on SpeechTechMag.com.)
Posted March 04, 2020

Genesys' nGuVu acquisition brings new capabilities to Gensesy Cloud Workforce Engagement Management. (Featured on DestinationCRM.com.)
Posted March 03, 2020

Calabrio ONE and Twilio Flex are coming together to provide customer service teams with customer insights on a customizable cloud contact center platform. (Featured on DestinationCRM.com.)
Posted March 03, 2020

Customer experience improvements, finding upsell and cross-sell opportunities, and ensuring regulatory compliance are the top reasons for speech analytics deployments.
Posted February 27, 2020

IgniteTEK's speech analytics solution has been optimized for ready integration with solutions available in AWS Marketplace. (Featured on DestinationCRM.com.)
Posted February 21, 2020

The Virtual Observer acquisition comes as Five9 continues to accelerate enterprise cloud contact center adoption.
Posted February 19, 2020

Neuraswitch will leverage Behavioral Signals' emotion AI solution, OliverAPI. (Featured on DestinationCRM.com.)
Posted February 18, 2020

Contact Center specialist CCT expands offerings with speech and authentication suite from LumenVox.
Posted February 12, 2020

IntelligenceHub 3.0 unifies data from multiple sources to provide business intelligence for contact centers. (Featured on DestinationCRM.com.)
Posted February 12, 2020

OnviSource Intellecta offers AI-driven multichannel analytics. (Featured on SpeechTechMag.com.)
Posted February 04, 2020

SproutLoud's end-to-end call tracking attribution solution includes artificial-intelligence-optimized speech recognition and call scoring. (Featured on SpeechTechMag.com.)
Posted February 04, 2020

Nectar has expanded its diagnostic capabilities, including testing, monitoring, and resolution, across the contact center network. (Featured on DestinationCRM.com.)
Posted February 04, 2020

LumenVox Version 8 offers an enhanced agent interface and a beefed-up fraud scanner. (Featured on SpeechTechMag.com.)
Posted January 31, 2020

8x8 Contact Center adds payment processing and quality management.
Posted January 29, 2020

Partnership helps engage customers in real time by unifying inbound call analytics data, conversational insights, and rich customer profiles. (Featured on DestinationCRM.com.)
Posted January 28, 2020

Avaya is partnering with Noble to add capabilities to Avaya IX Contact Center.
Posted January 28, 2020

Virtual Agent is the first of Talkdesk's aggressive 20-in-20 release program to introduce more than 20 products in 2020.
Posted January 13, 2020