Analytics

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

Calabrio ONE with Sentiment Analysis helps companies capture and interpret customer insights.
Posted March 27, 2018

NewVoiceMedia has unveiled a fully integrated omnichannel solution as part of its Spring '18 release.
Posted March 14, 2018

VoiceTrends 2.0 includes more detailed customer journey visualization, enhanced data metrics, and improved APIs
Posted March 14, 2018

CallMiner Eureka update combines real-time and after-call analytics at 10 times the previous capacity.
Posted March 14, 2018

Monet WFM for Salesforce.com links with Service Cloud or Sales Cloud to create a unified platform supporting multiple channels. (Featured on DestinationCRM.com.)
Posted March 13, 2018

Executive Overview Dashboard is added to Marchex Speech Analytics to help companies identify, convert, and retain customers with AI and machine learning.
Posted March 13, 2018

Omnichannel speech analytics is now enabled on Voxbone's voice platform through APIs and a web portal.
Posted March 13, 2018

Offered through Vonage's Nexmo Partner Program and the Vonage API Platform, the new offerings introduce a building-block' approach to implementing contact center technologies.
Posted March 12, 2018

Additional capabilities help companies make sense of omnichannel customer feedback.
Posted March 07, 2018

With the acquisition, Genesys aims to bolster its AI and machine learning capabilities.
Posted February 27, 2018

The global speech analytics market is expected to grow from $941.1 million in 2017 to $2.18 billion by 2022.
Posted February 27, 2018

The latest version of the Bold360 platform uses AI to power its self-service and agent-assisted engagement channels.
Posted February 13, 2018

Improvements increase the speed and accuracy of customer feedback analysis at scale.
Posted February 13, 2018

AI-driven feature proactively recommends additional, customized keywords to help marketers better understand why customers are picking up the phones.
Posted January 30, 2018

Provana is offering Eureka speech analytics as part of its Integrated Call Analytics Platform (ICAP).
Posted January 30, 2018

Lightico adds mobile sales collaboration tools to NICE inContact's CXone customer service platform.
Posted January 30, 2018

IBM and Salesforce have announced that they will be combining their artificial intelligence offerings to enhance customer service capabilities when it comes to automating the process of interpreting and handling customer service calls and chats.
Posted January 26, 2018

The latest release of Confirmit Horizons offers machine learning and other usability enhancements.
Posted December 20, 2017

CallMiner is adding its Eureka analytics platform to IPI's contact center offerings.
Posted December 14, 2017

Integration allows contact centers to use insights on inbound callers to provide better customer experiences.
Posted December 11, 2017

Enghouse Interactive's server-less platform empowers Microsoft Office 365 users with contact center functionality.
Posted December 05, 2017

Alorica will offer Verint Voice of the Customer and Workforce Optimization as part of its advanced analytics and CX intelligence solutions. (Featured on SpeechTechMag.com.)
Posted November 28, 2017

Innovations help users understand customer sentiment and identify root causes.
Posted November 09, 2017

Solutions are still expensive, but the benefits outweigh the costs when it comes to speech analytics.
Posted November 03, 2017

WFO vendor revenue is down, but recording and analytics continue to be in demand.
Posted October 27, 2017

ia.Enterprise offers intelligently automated solutions for customer experience management and business process automation.
Posted October 24, 2017

The acquisition adds workforce optimization to Serenova's contact center solutions portfolio.
Posted October 23, 2017

CallMiner Eureka speech analytics will help PTP clients transcribe and analyze 100 percent of contact center calls.
Posted October 18, 2017

The North American contact center systems market shows promise at least through 2021, according to Research and Markets data.
Posted October 17, 2017

Talkdesk customers can now add AssistHub's personal conversation customer experience technology to their contact centers.
Posted October 11, 2017

8x8's new suite of products unifies communications, collaboration and contact center solutions with analytics.
Posted October 04, 2017

Calabrio's new enterprise platform features additional business intelligence tools.
Posted October 04, 2017

The NuBot 3.12 contact center performance testing platform features a number of user interface and feature advances.
Posted September 25, 2017

According to the company's president and COO, the releases help companies "master the basics" in their contact centers and "home in on the DNA" of outstanding conversations.
Posted September 21, 2017

Bright Pattern now integrates with Monet WFM to provide a complete all-in-one contact center solution.
Posted September 12, 2017

A proper CEM program looks at far more than just one metric or department.
Posted September 01, 2017

CogniCor will provide conversation-based artificial intelligence logic in a virtual assistant integrated with NICE inContact CXone.
Posted August 25, 2017