Analytics

A comprehensive industry solution lets retail banks collect and act on customer feedback. (Featured on SpeechTechMag.com.)
Posted January 17, 2017

NICE has released its Nexidia Analytics solution, offering interaction analytics via omnichannel "listening" to know what customers and prospects are saying and then analyze those conversations to tailor experiences to their stated needs.
Posted January 10, 2017

Grand View Research expects the speech analytics market to grow by double digits over the next nine years.
Posted January 04, 2017

The acquisition of OpinionLab strengthens Verint's voice of the customer and enterprise feedback management solutions portfolio.
Posted November 16, 2016

The NICE Uptivity offering is geared specifically for the SMB market, providing an integrated suite of next-generation WFO solutions with critical contact center functions.
Posted November 16, 2016

Actionable customer experience research depends not only on gathering data for focused insight but being able to access and deploy that insight efficiently and then benchmark results. Often the barriers between technology and insight have made this a daunting task, one that Forrester and Verint Systems hope to address with a partnership announced today.
Posted November 07, 2016

The partnership leads to the advanced integration of WorkFlex and Verint Enterprise Workforce Management for contact centers.
Posted October 19, 2016

Calabrio ONE's new multitenant architecture modernizes contact centers viaa unified workforce optimization suite.
Posted October 12, 2016

Latest release delivers an intuitive and unified user experience across omnichannel routing and workforce optimization and adds advanced analytics.
Posted October 12, 2016

NICE yesterday released Evolve WFM, a continuous delivery workforce management solution with advanced capabilities like analytics-based forecasting and user-defined scheduling in an elastic cloud-based deployment model.
Posted September 28, 2016

TeleTech Technology and Verint have forged a strategic partnership offering workforce optimization and analytics to the TeleTech's contact center customers.
Posted September 13, 2016

CX Intensive is a toolkit to help organizations strategize, implement, and manage their customer experience programs.
Posted September 13, 2016

The acquisition is expected to help Calabrio speed up its corporate growth.
Posted August 30, 2016

Verint Systems today unveiled several enhancements to its Real-Time Speech Analytics solution, which combines phonetic speech recognition and full transcription of calls with advanced language understanding.
Posted August 24, 2016

Speech analytics, when combined with other analytics types, can provide real benefits in real time.
Posted August 12, 2016

Scenario Analyzer helps enhance customer journey analytics with business intelligence.
Posted August 08, 2016

Aria adds support for Genesys SIP Server and routing data analytics in Visualizer 1.7.
Posted August 03, 2016

Patents cover a number of contact center and speech analytics applications.
Posted August 01, 2016

The solution uses analytics to make dynamic, customer-centric authentication decisions.
Posted July 21, 2016

Voci and TopBox have teamed up to provide voice-based root cause analysis of contact center interactions. (Featured on SpeechTechMag.com.)
Posted July 15, 2016

Version 20 of Confirmit Horizons supports mobile-first for programs while delivering greater agility and flexibility.
Posted July 06, 2016

Speech analytics could improve call center operations on so many levels.
Posted July 05, 2016

Empirix Customer Care provides dedicated analytics and troubleshooting capabilities for tech support personnel.
Posted June 29, 2016

Real-time metrics can help managers and agents address performance issues before they become long-term problems.
Posted June 28, 2016

Five9 and Calabrio announce strategic partnership to offer contact center software plus workforce optimization with analytics.
Posted June 21, 2016

Avaya Workforce Optimization Select is specifically designed for contact centers at midsized companies.
Posted June 14, 2016

DigiCX customer engagement solutions provide a unified approach to balance customer experiences and cost transformation
Posted June 09, 2016

Avaya Oceana is powered by the Oceanalytics customer journey insights tool.
Posted June 06, 2016

Analytics can improve routing, efficiency, and performance of contact centers of all types and sizes.
Posted May 10, 2016

The ViA Fraud Control Module enables companies to create unique rules within the IVR to systematically root out potential fraud.
Posted April 29, 2016

Contact center managers can tune in to honest signals from customers and agents to improve operations and engagements.
Posted April 27, 2016

The partnership brings CallMiner's Eureka interaction analytics solution to U.K. contact centers.
Posted April 26, 2016

Verint's Workforce Optimization completes interoperability testing with EMC's Elastic Cloud Storage.
Posted April 22, 2016

A new deal with Strategic Products and Services will extend Calabrio's contact center offerings to new markets.
Posted April 11, 2016

The technology is 35 years old and it needs to change for the millennial workforce.
Posted April 08, 2016

IOVOX's affiliate program increases revenue opportunities for channel partners selling communication services.
Posted March 16, 2016

Medallia Text Analytics uses machine learning to extract meaning from customer feedback.
Posted March 16, 2016

B-next has added Verint Speech Analytics to its CMC:Suite solution for financial services firms.
Posted March 16, 2016

ViA 3400 offers an advanced analytics and management tool for measuring the performance of telephone customer self-service.
Posted March 10, 2016

VoiceTrends provides robust and comprehensive data for analyzing and improving voice applications.
Posted March 09, 2016

Advanced analytics solution provides a faster, easier way to gain insights around customer experience. (Featured on SpeechTechMag.com.)
Posted March 01, 2016

The time for new metrics has come as contact centers move to omnichannel interactions.
Posted February 16, 2016

New user interface is backed by advanced scorecards, gamification, coaching, and e-learning.
Posted February 16, 2016

NICE's latest VOC solution maps emotional expression to observed behaviors
Posted February 08, 2016

The integration between CSI and Clarity Connect brings complete workforce optimization capabilities for contact centers using Skype for Business.
Posted February 02, 2016

Performance Analytics is a cloud-based contact center reporting and analytics system.
Posted January 25, 2016

Automatic call scoring is based on machine learning and predictive analytics technologies. (Featured on SpeechTechMag.com.)
Posted January 20, 2016

Adaptive workforce optimization can match the right contact center agents with the right callers for better customer service relationships.
Posted December 23, 2015

NICE Engage brings more multichannel capabilities and management tools to contact centers. (Featured on SpeechTechMag.com>.)
Posted December 22, 2015

Cisco contact centers can add a video channel to personalize customer care.
Posted December 21, 2015