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Analytics
Intermedia Launches Interaction 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
Zendesk to Be Acquired by Investor Group
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 and ServiceNow Partner on Qualtrics Embedded Insights
Qualtrics Embedded Insights gives a unified view of employee and customer experience and operational data.
Posted June 23, 2022
NICE Launches RPA 7.7
NICE RPA 7.7 innovations include web callouts, dashboards, and a connectivity watchdog.
Posted June 22, 2022
Pathlight Adds Quality Assurance and Workforce Management
Pathlight has built AI-enabled quality assurance and workforce management into its contact center offerings.
Posted June 22, 2022
[24]7.ai Enters CCaaS Market with Engagement Cloud
24]7.ai Engagement Cloud heralds the company's entry into the contact center as a service (CCaaS) space.
Posted June 21, 2022
CallMiner Introduces Combined Workforce Intelligence Capabilities
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 Introduces Modern Care Lite
Sprinklr Modern Care Lite is a unified AI-powered customer support solution.
Posted June 21, 2022
Qualtrics Launches Quality Management
Qualtrics' Quality Management is a solution for measuring contact center performance to boost agent retention.
Posted June 21, 2022
Deloitte Digital Launches TrueServe
Deloitte Digital'sTrueServe is a suite of contact center solutions.
Posted June 21, 2022
Dialpad Adds Ai CSAT to its Customer Intelligence Offering
Dialpad Ai CSAT is a real-time predictive engine for customer satisfaction that provides visibility into 100 percent of calls.
Posted June 08, 2022
SuccessKPI and LiveVox Partner
LiveVox customers now have access to SuccessKPI's contact center insights platform.
Posted June 08, 2022
Talkdesk Launches Retail Experience Cloud
Talkdesk Retail Experience Cloud is a customer service platform purpose built to unify the retail customer journey.
Posted June 07, 2022
Pindrop Adds Intelligence and Investigation Tools to Its Authentication and Fraud Prevention Platform
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 Releases CX Test Automation Maturity Model
Cyara's self-assessment tool empowers companies to measure and modernize customer experience (CX) testing capabilities.
Posted May 25, 2022
Observe.AI Launches Auto QA
Observe.AI's Auto QA accelerates quality assurance and coaching workflows for contact centers. (Featured on
DestinationCRM.com
.)
Posted May 24, 2022
TheLoops Launches on Zendesk Marketplace
TheLoops with Zendesk offers predictive analytics and automations for real-time support.
Posted May 17, 2022
MiaRec Launches Customer Sentiment Analysis
MiaRec has added Customer Sentiment Analysis to its interaction recording and customer engagement platform. (Featured on
DestinationCRM.com
.)
Posted May 16, 2022
Oracle Brings Its Unity Customer Data Platform (CDP) into Oracle Service
Oracle offers service agents a unified view of the customer with Oracle Fusion Cloud Unity CDP integration.
Posted May 11, 2022
Qualtrics Integrates XM Discover with SAP Service Cloud
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 Introduces Eddy Effect Dashboard
Authenticx's Eddy Effect Dashboard helps companies identify and attack disruptions in the customer journey. (Featured on
DestinationCRM.com
.)
Posted May 10, 2022
Contact Center-as-a-Service Market to be Worth $17.12 Billion by 2030
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 Launches Call Screener for TalkNText
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
ASC Offers Compliance Recording for RingCentral
Recording and analytics with ASC's Recording Insights is now available for RingCentral users.
Posted April 28, 2022
Global Relay Updates Its Archive Platform
Global Relay's latest release enables control and flexibility for the multichannel hybrid workplace.
Posted April 28, 2022
Five9 Partners with Deloitte Canada
Five9 and Deloitte Canada team up to deliver cloud-based contact center solutions across Canada.
Posted April 21, 2022
ASC Technologies Integrates Recording Insights with Microsoft Dynamics 365
Integration brings recording control, replay of sessions, and analytics results in Microsoft's CRM. (Featured on
DestinationCRM.com
.)
Posted April 19, 2022
Voice Biometrics Are Not 100 Percent Foolproof but Steadily Improving
Voice biometrics technology has holes but is more efficient than traditional password security. (Featured on
DestinationCRM.com
.)
Posted April 18, 2022
Instreamatic Launches Speaky
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 Partners with Deutsche Telekom
NICE and Deutsche Telekom Global Business partner to bring CXone to companies across Europe. (Featured on
DestinationCRM.com
.)
Posted April 13, 2022
Call Journey Adds Text-Based Analytics
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 Partners with Genesys
Hexaware is working with Genesys to help customers transition from premises- to cloud-based customer service.
Posted April 01, 2022
NICE Brings Launches CXone in Singapore
NICE's CXone cloud contact center suite is now available to companies in Singapore.
Posted March 23, 2022
Cresta Integrates with Five9
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
AI-Powered Contact Centers to Triple in Five Years
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 Improves Real-Time Guidance with Intent-Based Voice Processing
Balto's next-generation AI dialogue models allow for more natural agent conversations. (Featured on
SpeechTechMag.com
.)
Posted March 04, 2022
Uniphore Adds U-Assist In-Call to Its Conversational Automation Platform
U-Assist In-Call delivers real-time agent guidance with integrated RPA. (Featured on
SpeechTechMag.com
.)
Posted March 02, 2022
Zoom Launches Zoom Contact Center
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 Partners with Carahsoft to Bring Its CX Assurance Platform to the Public Sector
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 Turns to LumenVox for Speech Technologies
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 Adds AI Capabilities and Integrations to Conversational Cloud
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
Customer Service Must Adapt to Expanded Touchpoints for Voice of the Customer Insight
Companies need to supplement traditional surveys with speech and text analytics
Posted February 10, 2022
NICE Partners with Etisalat Digital to Bring CXone to the UAE
Alliance enables Etisalat Digital customers to use NICE's CXone cloud contact center platform.
Posted February 10, 2022
CRMNext Launches Open Communication Platform
CRMNext's OCP supports multiple chat and voice interaction channels.
Posted February 07, 2022
NICE Expands Partnership with Google
NICE has added CXone to the Chrome Enterprise Recommended Program.
Posted February 04, 2022
Gupshup Acquires Knowlarity
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 Partners with Five9
Pindrop partnership will provide greater access to authentication and fraud protection for Five9 customers.
Posted January 28, 2022
Speech Analytics to Be Worth $4.5 Billion by 2026
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 Expands Genesys Partnership
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 Integrates with Talkdesk
PCI Pal is providing secure payment processing solutions for Talkdesk customers.
Posted December 20, 2021
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