Analytics

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

QY Research projects a 13.84 percent CAGR for the global speech analytics market through 2025. (Featured on SpeechTechMag.com.)
Posted January 07, 2020

VoiceFoundry's customer journey design expertise and Cyara's testing and assurance capabilities will help clients achieve smooth migration and CX design when migrating to Amazon Connect.
Posted December 20, 2019

Call Journey has added support for U.K. English to its conversation analytics solution. (Featured on SpeechTechMag.com.)
Posted December 18, 2019

For most companies, doing much monitoring of agent conversations isn't realistically scalable. But San Francisco- and India-based startup Observe.AI, which just scored a round of Series A funding, is working to change that, offering companies machine learning-based call analytics that are easy to scale.
Posted December 13, 2019

Kustomer has secured a slate of highly recognizable brands as customers in the past few years, including Sweetgreen, ThirdLove, Ring, Glossier, Rent the Runway, Away, Glovo, and UNTUCKit. Now, the company has secured another $60 million in funding, bringing its total to nearly $174 million.
Posted December 06, 2019

USAN has incorporated digital communication channels into Contact Suite, a set of pre-packaged applications for Amazon Connect.
Posted December 05, 2019

AWS Contact Lens helps businesses identify customer issues and trends, search call and chat transcripts, and improve agent performance.
Posted December 04, 2019

Acqueon Desktop and Acqueon Analytics expand Acqueon's conversational engagement suite for Amazon Connect.
Posted December 04, 2019

Getting customer service right requires the right mix of real-time speech analytics, dynamic content management, and live agents.
Posted November 25, 2019

The addition of Loxysoft's ProScheduler strengthens Serenova's portfolio of contact center solutions.
Posted November 18, 2019

AI-infused automation and mobile features streamline Verint WFM's user experiences. (Featured on DestinationCRM.com.)
Posted November 18, 2019

Semafone Intelligence+ provides real-time data about payment transactions in the contact center.
Posted November 06, 2019

Speakeasy AI's Nerv delivers dynamic audio machine learning that creates tailored language models based on voice of the customer data. (Featured on DestinationCRM.com.)
Posted October 22, 2019

iMachine powers OnviSource's advanced analytics, robotic process automation, and intelligent virtual agents. (Featured on DestinationCRM.com.)
Posted October 22, 2019

Restaurants are used to dealing with negative Yelp reviews from disgruntled customers, but Outback Steakhouse is taking steps to mitigate the problem, using artificial intelligence, before its customers can head to Yelp.
Posted October 18, 2019

Enhancements to eGain Solve include conversational automation, augmented agents, and full-spectrum analytics.
Posted October 18, 2019

NPM now lets managers create personalized, engaging, and structured coaching programs.
Posted October 16, 2019

The partnership between Aspect Software and Intradiem brings real-time capabilities to contact center workforce management solutions.
Posted October 14, 2019

LiveIntent is a real-time, AI-powered tool to identify customer intent during interactions. (Featured on DestinationCRM.com.)
Posted October 10, 2019

Stratifyd and Anexinet together will offer implementation services for an artificial intelligence-powered customer analytics platform
Posted October 09, 2019

Playvox's agent optimization suite includes quality assurance, performance management, learning, coaching, agent recognition, and agent motivation in one platform. (Featured on DestinationCRM.com.)
Posted October 08, 2019

Aspect improves the performance and scalability of its workforce optimization, inbound, outbound, and omnichannel offering.
Posted October 07, 2019

It's been some time that JetBlue has been working with customer service start-up Gladly to improve its support operations on the ground and cut down service call times, but now, the airline is working with Gladly to take its customer service level up a notch in the sky as well.
Posted October 04, 2019

Serenova's free Contact Center Maturity Assessment evaluates and identifies opportunities to improve customer experience delivery.
Posted October 04, 2019

KustomerIQ brings artificial intelligence to customer interactions.
Posted October 03, 2019

Agent Self-Scheduling give agents more autonomy over their work routine.
Posted October 03, 2019

Upland's acquisition of InGenius establishes a contact center productivity solution suite with native CRM agent communications, knowledge management, and customer sentiment analysis.
Posted October 02, 2019

Insights from 75 million issues & 71 million bot interactions reveal how automation trends are driving customer service forward. Download this report to learn about the impact of customer service bots on standard contact center KPIs.
Posted October 01, 2019

Sutherland CXi is an artificial intelligence-powered application to provide real-time analytics and guidance to contact center agents.
Posted October 01, 2019

Daylight Express' natural language understanding powers customer feedback analytics.
Posted September 18, 2019

Automata Version 3.0 provides options for atttended or unattended customer assistance, pre-packaged or customized workflows, rule-based or AI-driven decisioning, improved analytics, and server-based or desktop automation.
Posted September 18, 2019

Integrations with Splunk, Jira, and ServiceNow support issue resolution and instant scheduling with IT tracking systems.
Posted September 17, 2019

Nectar CX Assurance is a testing and monitor application for contact center, IVR, and unified communications technologies.
Posted September 12, 2019

FeedbackNow is a real-time customer experience analytics solution. (Featured on DestinationCRM.com.)
Posted September 09, 2019

Freshsuccess provides a unified view of customer journeys for customer service, sales, marketing, and support.
Posted September 04, 2019

Glassbox users can now replay sessions in real time directly in Salesforce. (Featured on DestinationCRM.com.)
Posted September 04, 2019

Here are the many benefits companies can realize with artificial intelligence.
Posted August 30, 2019

NICE inContact's CXone Workforce Optimization is certified for use by government contact centers.
Posted August 28, 2019

The partnership will expand opportunities for AI in contact center operations.
Posted August 26, 2019

Innov8tif will incorporate ID R&D's fully passive anti-spoofing biometric solution into its EMAS eKYC solution
Posted August 26, 2019

The conversational AI vendor recently expanded to Silicon Valley, and the funding will help the company grow globally and partly be used to attract more U.S. customers.
Posted August 23, 2019

Frontdesk's AI-powered dashboards deliver intelligence and insights across all franchise locations.
Posted August 14, 2019

Luminoso Daylight now features advanced sentiment analysis in a no-code application for customer analytics. (Featured on DestinationCRM.com.)
Posted August 07, 2019

Vonage bolsters the artificial intelligence and conversational analytics capabilities of its OneVonage and NewVoiceMedia platforms via its purchase of Over.ai's assets.
Posted August 06, 2019

Contact center recordings have a wealth of information, but few companies are using them properly.
Posted August 01, 2019

Global Relay has bolstered the analytics in its latest release.
Posted July 31, 2019

NICE Trading Recording, NICE inContact CXone, and NICE Multi Channel Recording will be seamlessly integrated with Microsoft Teams.
Posted July 16, 2019

Auraya EVA helps authenticate customers using voice over phone and digital channels. (Featured on DestinationCRM.com.)
Posted July 15, 2019