Analytics

Talkdesk Workforce Management, powered by Talkdesk iQ, adds artificial intelligence to contact center staff management.
Posted March 19, 2019

Calabrio has released its latest analytics-fueled customer experience intelligence suite.
Posted March 19, 2019

Avaya's expanded integration enables greater use of artificial intelligence.
Posted March 19, 2019

8x8 Quality Management and Speech Analytics now span all voice communications inside and outside the contact center.
Posted March 19, 2019

CallMiner Visualize powered by Tableau adds graphical impact to speech analytics insights.
Posted March 18, 2019

Solution enables those in customer-facing roles to derive actionable insights via conversational, AI-based analytics features. (Featured on SpeechTechMag.com.)
Posted March 12, 2019

CX Solution Pack uncovers voice of the customer quality and loyalty indicators from every contact center conversation.
Posted March 06, 2019

Calabrio has earned Advanced Technology Partner Status in the Amazon Web Services Partner Network for its Calabrio ONE suite.
Posted March 06, 2019

Voicesense's newest version includes AI-driven customer and agent profiling for live call center operations. (Featured on DestinationCRM.com.)
Posted February 28, 2019

The new version of NICE IVRO allows advanced personalization and deep understanding of customer journeys with analytics and artificial intelligence.
Posted February 27, 2019

UserTesting Live Conversation Mobile expands real-time human insight availability. (Featured on DestinationCRM.com.)
Posted February 26, 2019

Tellius' Intelligent Conversational Analytics platform combines natural language processing and artificial intelligence to surface insights.
Posted February 26, 2019

NICE's Strategic Planner applies artificial intelligence to workforce management and employee engagement to aid in long-term planning.
Posted February 26, 2019

Contact centers deploying artificial intelligence-driven speech-to-text (STT) solutions and multichannel data analytics can greatly improve the customer experience.
Posted February 25, 2019

Based in Denmark, customer service provider Dixa is setting out to build a "customer friendship-based" service platform that brings the same level of communication that consumers use to interact with each other to brand interactions.
Posted February 08, 2019

Calabrio has extended its Cisco SolutionsPlus Program participation with Calabrio ONE Cloud solution.
Posted February 08, 2019

The enhancements include a beefed-up integration framework, improved speech analytics, and real-time dashboards for contact centers.
Posted February 05, 2019

Cloud-based deployments bring new operational intelligence capabilities to more contact centers.
Posted January 23, 2019

Teleopti Insights uses embedded Power BI from Microsoft to enhance interactive, flexible workforce management reporting.
Posted January 23, 2019

Rackspace will resell Synchronoss' Digital Experience Platform (DXP) to international customers
Posted January 23, 2019

Bright Pattern is making its omnichannel cloud contact center software available to VION Consulting customers.
Posted December 19, 2018

The AR-powered video assistance platform provider has released a video call app in the Salesforce App Exchange. (Featured on DestinationCRM.com.)
Posted December 18, 2018

Conversation Analytics Suite will allow users to analyze the speech on every call and act on the insight. (Featured on DestinationCRM.com.)
Posted December 18, 2018

The robotic process automation solution monitors the end-to-end health of contact center systems.
Posted December 06, 2018

The solution aims to provide the data necessary to deliver predictive customer service for Internet of Things (IoT) devices.
Posted December 05, 2018

New capabilities allowing companies to actively understand and analyze customer trends.
Posted December 05, 2018

The platform leverages the knowledge of expert users to help companies provide quick and effective customer service.
Posted December 04, 2018

The acquisition expands Marchex's conversation analytics capabilities across both voice and text solutions.
Posted November 27, 2018

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