Analytics

Vee24's Version 10 platform release offers chatbots, intelligent routing, metrics, and analytics.
Posted April 28, 2017

Marchex Speech Analytics fuels analysis of inbound phone calls. (Featured on SpeechTechMag.com.)
Posted April 28, 2017

Amplify is a near real-time speech-to-text analytics platform that uses machine learning to react to data it analyzes. (Featured on SpeechTechMag.com
Posted April 28, 2017

Anywhere365's integrated Skype for Business contact center pushes customer base with the latest release.
Posted April 21, 2017

Call center analytics company Invoca just secured $30 million in series D funding, with Morgan Stanley Alternative Investment Partners as the lead investor. The company has been making waves recently, appointing a new CEO in July and possibly preparing for an IPO, Techcrunch reports. According to Kyle Christensen, senior vice president at Invoca, it's an important time for the company, and not just because of what's going on internally.
Posted April 14, 2017

With customizable workflows, NICE Quality Central provides end-to-end automation and insight throughout the customer's journey and across complex processes.
Posted April 12, 2017

CX Contact Center solution transcribes recorded calls and applies text and sentiment analytics. (Featured on SpeechTechMag.com.)
Posted April 05, 2017

Nuance's Transcription Engine is being used by OnviSource's speech-to-text and analytics solutions. (Featured on SpeechTechMag.com.)
Posted April 05, 2017

The latest version of Confirmit's Horizons analytics platform adds new text analytics capabilities.
Posted March 23, 2017

New offering uncovers insight from customer channel engagements. (Featured on DestinationCRM.com.)
Posted March 21, 2017

The TV network will deploy Eureka speech analytics across three call centers. (Featured on SpeechTechMag.com.)
Posted March 02, 2017

In contact centers, predictive and prescriptive analytics should be used together to anticipate customer needs and help agents toward resolution.
Posted February 28, 2017

Verint is partnering with Frontline Services to bring its workforce optimization portfolio to the Dutch market.
Posted February 16, 2017

Fresh off a funding round, IOVOX has opened a U.S. office and is expanding its call analytics offerings.
Posted February 15, 2017

CallMiner signs LightComm as a reseller for Eureka speech analytics.
Posted February 02, 2017

Cloud telephony provider Content Guru will deliver Verint workforce optimization and speech analytics solutions in the cloud. (Featured on SpeechTechMag.com.)
Posted February 01, 2017

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