Analytics

8x8 Engage empowers customer-facing employees outside the contact center that require enhanced customer engagement capabilities.
Posted March 01, 2024

TN Insights provides intelligence and visibility into calling behaviors.
Posted February 21, 2024

Advanced genAI solutions from Authenticx give healthcare organizations a platform to analyze findings hidden in customer conversations. (Featured on SpeechTechMag.com.)
Posted February 20, 2024

OneCloud CX is an omnichannel customer experience platform powered by AI.
Posted February 16, 2024

Zenarate enhanced Call Analyzer with Call Insights to surface customer call trends and drive proactive agent training
Posted February 09, 2024

Medallia's AI innovations include Ask Athena, Intelligent Summaries, Smart Response, and Themes.
Posted February 06, 2024

Glia's Unified Interaction Management eliminates disjointed experiences for contact center staff and customers.
Posted February 06, 2024

The rebranded Echo AI has moved its Conversation Intelligence platform outside the contact center and added real-time capabilities.
Posted January 31, 2024

New 8x8 XCaaS Platform capabilities include AI-generated post-meeting summaries and action items, omnichannel experiences, global workforce support, and deeper integrations.
Posted January 26, 2024

USAN Realm empowers contact centers to create, deliver, and manage Amazon Connect deployments.
Posted January 23, 2024

The worldwide market for speech analytics is set to grow by 16.8 percent CAGR through 2030, Market Digits predicts. (Featured on SpeechTechMag.com.)
Posted January 23, 2024

3CLogic's partnership with Medallia will allow it to extend its conversational AI and sentiment analytics capabilities.
Posted January 19, 2024

SuccessKPI's AI Scoring and AI Traffic Forecasting uses machine learning to predict outcomes and staffing needs.
Posted December 21, 2023

Enlighten AI innovation, Microsoft Azure availability, and WFM forecasting round out the new offerings in CXone.
Posted December 21, 2023

Ada's Customer Service AI Agent is powered by the Ada Reasoning Engine to maximize automated resolutions.
Posted November 22, 2023

Cognigy's AI Copilot is a daily companion for contact center agents.
Posted November 16, 2023

Salesforce Service Intelligence provides AI-powered insights into customer service interactions with Service Cloud.
Posted November 16, 2023

The specialized LLM aid in the development of augmented agent assistance tools, conversational AI, voice and chatbots, and conversational analytics.
Posted November 15, 2023

Content Guru's brain AI now supports other generative AI platforms, including OpenAI's GPT, Microsoft Azure, and Google's PALM2.
Posted November 15, 2023

RingCentral RingCX is an AI-first contact center that integrates with RingCentral MVP.
Posted November 15, 2023

Uniphore is leveraging multimodal AI models in its latest platform release. (Featured on SpeechTechMag.com.)
Posted November 14, 2023

Omilia's Agent Assist provides call center agents personalized coaching and contextually relevant real-time guidance.
Posted November 08, 2023

CallMiner adds advanced search, real-time analytics, improved dashboards, and more across its product suite.
Posted November 07, 2023

Cresta has added generative AI to Cresta Outcome Insights, Cresta Knowledge Assist, and Cresta Opera.
Posted November 07, 2023

Marchex's new features empower companies in verticals such as automotive, home services, healthcare, and others to extract actionable data from customer conversations. (Featured on DestinationCRM.com.)
Posted November 07, 2023

LivePerson's Conversational Intelligence Suite includes AI-powered Analytics Studio, Generative Insights, and Report Center. (Featured on DestinationCRM.com.)
Posted November 02, 2023

Emplifi updated its Influencers, UGC, Care, and Agent platforms in the Fall 23 release. (Featured on DestinationCRM.com.)
Posted November 01, 2023

SAP is adding generative artificial intelligence across its Customer Experience portfolio. (Featured on DestinationCRM.com.)
Posted October 25, 2023

With Invoca's Signal AI enhancements, companies can now train AI models faster and achieve immediate value and insights from customer conversations. (Featured on DestinationCRM.com.)
Posted October 17, 2023

NICE expands its conversational AI capabilities with LiveVox acquisition.
Posted October 04, 2023

Partner engagements are increasing as companies aggressively adopt AI, analytics, cloud migration, according to ISG's Provider Lens report.
Posted September 27, 2023

Avoxi deepens the software capabilities that orchestrate the voice channel.
Posted September 26, 2023

NICE's CXone Summer 2023 Release includes Microsoft Azure support, Integration Hub, and Supervisor capabilities powered by Enlighten AI to streamline workflows across digital and voice interactions.
Posted September 20, 2023

New technologies are transforming the way that call centers operate, but they need to be balanced carefully with high-value, human-to-human customer interactions.
Posted September 19, 2023

Intradiem's solution predicts agent churn with 80 percent accuracy, with expectations it will reach 90 percent in 2024.
Posted September 13, 2023

Digital customer service, conversational user interfaces, and generative AI will have the biggest impact on customer service and support strategies, Gartner Hype Cycle report reveals. (Featured on DestinationCRM.com.)
Posted September 05, 2023

Our 22nd annual awards recognize the vendors and innovators in customer service, sales, and marketing that shone the brightest in the past year. (Featured on DestinationCRM.com.)
Posted September 01, 2023

GoTo Contact Center AI Chat Analysis is an artificial intelligence-powered sentiment analysis and chat summary tool.
Posted August 30, 2023

RingCentral's RingCX and RingSense for Phone combine omnichannel contact center with conversation intelligence capabilities.
Posted August 08, 2023

Five9's acquisition of Aceyus will help streamline the migration of customers from on-premises to cloud and leverage contextual data for personalized experiences.
Posted August 08, 2023

Cogito and Medallia collaborate to enhance real-time agent guidance cues and customer journey analytics with emotion and conversation AI.
Posted August 02, 2023

With NICE Enlighten Actions Industry Benchmarks, organizations can compare their key metrics and service insights to industry standards.
Posted July 27, 2023

NICE's ElevateAI 1K Every Day initiative grants companies 1,000 interactions per day with ElevateAI's free AI-powered transcription services and CX AI models. (Featured on DestinationCRM.com.)
Posted July 25, 2023

Partnership integrates Luminoso's Daylight artificial intelligence-driven text analytics solution with Minerva CQ's real-time agent assist platform. (Featured on DestinationCRM.com.)
Posted July 20, 2023

New features in Quantum Metric's Atlas hasten insight discovery, increase visibility, and incorporate offline data to empower users based on role and use case. (Featured on DestinationCRM.com.)
Posted July 20, 2023

Partnership embeds eGain's knowledge and digital capabilities into the Talkdesk Agent Workspace. (Featured on DestinationCRM.com.)
Posted July 20, 2023

Qualtrics' XM/os2 is the next generation of its platform fully enabled with AI. (Featured on DestinationCRM.com.)
Posted July 19, 2023

IrisCX's Session Score is a real-time customer satisfaction measurement tool for contact centers.
Posted July 13, 2023

Speech analytics are poised for 17.3 percent CAGR for the next five years, MarketsandMarkets reports. (Featured on SpeechTechMag.com.)
Posted June 29, 2023

Alorica IQ helps companies meet demand for digitally led customer interactions.
Posted June 20, 2023