Analytics

The acquisition of XOXCO brings together leading bot development communities to help advance conversational AI.
Posted November 14, 2018

Lessonly's training software integrates with Zendesk to encourage contact center agent team learning and practice. (Featured on DestinationCRM.com.)
Posted November 13, 2018

NICE's Journey Excellence Score is a new metric for measuring service quality across touchpoints and over time and enables the prediction of future outcomes. (Featured on DestinationCRM.com.)
Posted November 13, 2018

New research from Frost & Sullivan uncovers a surge in new technology investments.
Posted November 07, 2018

ScoreData is bringing artificial intelligence and dynamic machine learning to Talkdesk's contact center platform through an AppConnect partnership.
Posted November 07, 2018

New research reveals that there's a reason why some customers are able to get through to agents at call centers faster than others. It comes down to a 'customer score,' a calculation of how valuable that customer is to the business.
Posted November 02, 2018

ChatHelper brings artificial intelligence to the digital agent desktop in real time. (Featured on DestinationCRM.com.)
Posted October 30, 2018

Calabrio adds enterprise scalability and other enhancements to automate and simplify management of large-scale workforce optimization deployments.
Posted October 30, 2018

The real-time speech analytics module aims to drive specific outcomes during a call or alert management to issues.
Posted October 26, 2018

Bright Pattern's integration with Loxysoft brings workforce management to VIPdesk Connect.
Posted October 23, 2018

OpenText Qfiniti delivers advanced workforce optimization for Amazon Connect through AWS Marketplace.
Posted October 23, 2018

Cisco customers and partners can now access Teleopti's cloud workforce management solution on the Cisco Systems global price list.
Posted October 22, 2018

The airline estimates that 40 percent of the calls received can easily be handled via text, so the new service will now likely alleviate pressure on its customer service line.
Posted October 19, 2018

The partnership agreement expands Connex's customer engagement offerings.
Posted October 18, 2018

Converseon's language models provide machine learning around social media listening intelligence. (Featured on DestinationCRM.com.)
Posted October 16, 2018

Integration with Google AI technology brings conversational AI to the Freshworks customer engagement platform through voice interactions. (Featured on DestinationCRM.com.)
Posted October 11, 2018

Speakeasy AI Analytics 2.0 delivers dynamic real-time voice intent reporting that can pull in outside data and embed dashboards and reports within other enterprise applications.
Posted October 10, 2018

Avaya is deepening its partnership with Cogito to enhance customer experience through joint development
Posted October 10, 2018

Partnership combines CallMiner contact center engagement analytics with Medallia's solicited feedback data. (Featured on DestinationCRM.com.)
Posted October 09, 2018

ProProfs Help Desk integrates ProProfs Knowledge Base, ProProfs Chat, team collaboration tools and customer support analysis. (Featured on DestinationCRM.com.)
Posted October 02, 2018

Dynamics users can now tap Directly's AI and the gig economy for contact center interactions. (Featured on DestinationCRM.com.)
Posted October 01, 2018

NICE inContact integration routes omnichannel interactions natively in Salesforce Live Agent.
Posted September 26, 2018

The merger brings together two speech technology and multifactor authentication providers.
Posted September 19, 2018

TRUSTID's newest caller identification and risk reduction service for customer call centers enables expansion into new markets.
Posted September 13, 2018

Twilio will integrate Ytica's workforce optimization, reporting, and speech analytics capabilities into Flex.
Posted September 11, 2018

NICE's new machine learning-based feature automatically and preemptively exposes imposters in contact center interactions.
Posted August 29, 2018

CXone's latest version features new embedded analytics and omnichannel social capabilities.
Posted August 27, 2018

A start-up with roots in the United States and India, Observe.AI just secured $8 million in funding to continue developing its artificial intelligence-powered call center system.
Posted August 24, 2018

NICE will integrate Mattersight Predictive Behavioral Routing with Nexidia Interaction Analytics and CXone. (Featured on DestinationCRM.com.)
Posted August 21, 2018

The deal brings speech analytics to the AVDS contact center communications platform.
Posted August 17, 2018

CX100 blends technologies from Avaya and Bright Pattern.
Posted August 08, 2018

Instant CSAT allows organizations to gauge customer satisfaction instantly and non-intrusively.
Posted August 08, 2018

The technology aims to provide TeamSupport users with deeper insights into how their customers feel about their experiences.
Posted June 26, 2018

Eureka Starter puts speech analytics within reach for organizations uUsing Amazon Connect.
Posted June 20, 2018

Noble Systems announces a number of offerings and initiatives to help contact centers manage their employees.
Posted June 20, 2018

New interaction analytics modules provide end-to-end customer intelligence using CallMiner's scalable Eureka platform engine.
Posted June 19, 2018

Coach provides automated scoring and direct feedback across all agents for self-coaching and data-driven management.
Posted May 28, 2018

The enhanced CSI Virtual Observer provides workforce optimization functionality within Oracle Service Cloud.
Posted May 22, 2018

CxEngage Scoreboard is an integrated performance management solution for contact centers.
Posted May 17, 2018

NICE's cloud-native AWFO 2.0 includes targeted coaching, personas, and e-learning.
Posted May 15, 2018

New capabilities in Clarabridge's CX Analytics suite include effort scores and predictive and conversation analytics.
Posted May 08, 2018

On day two of the conference, speakers outlined the company's product releases for the year and discussed how messaging platforms can facilitate communication between companies and customers.
Posted May 04, 2018

The Spring 18 release of CXone delivers a new voice of the customer product, Workforce Optimization updates, Omnichannel Routing enhancements, and seamless UCaaS integrations.
Posted April 30, 2018

NICE will integrate Mattersight's cloud-based analytics with its NICE Nexidia technology.
Posted April 27, 2018

Noble adds native speech analytics to its solution offering.
Posted April 26, 2018

Lithium Messaging helps companies communicate with customers across social, web, and mobile apps.
Posted April 25, 2018

BirdEye's Annotation feature lets users override machine learning-based insight to make it smarter over time. (Featured on DestinationCRM.com.)
Posted April 20, 2018

Bright Pattern has integrated its omnichannel cloud contact center software with NICE Workforce Optimization (WFO) powered by advanced analytics
Posted April 17, 2018

Speakers take on forward-looking topics such as the impact of social media and quantifying customer experience.
Posted April 11, 2018

TCN enhances its cloud-based contact center platform with CallMiner speech analytics. (Featured on DestinationCRM.com.)
Posted April 10, 2018