Analytics

Clara is an AI-driven intelligent agent for collecting and acting on customer feedback.
Posted August 17, 2017

Verint Recording for Public Safety delivers omnichannel recording, analytics, and incident reconstruction.
Posted August 17, 2017

ZOSE is a search engine designed for omnichannel contact center optimization.
Posted August 16, 2017

CallMiner speech analytics now supports 30 languages with PCI-compliant redaction of sensitive information.
Posted August 15, 2017

Call intelligence company Invoca has introduced Signal AI, an artificial intelligence solution that leverages machine learning to gather insights from call center conversations with customers and feed them back to different organizational teams.
Posted August 08, 2017

NewVoiceMedia has introduced Conversation Analyzer as part of the Summer '17 release of ContactWorld. (Featured on SpeechTechMag.com.)
Posted July 31, 2017

Five new features round out the latest version of Foresee's CX Suite.
Posted July 26, 2017

New offerings provide customers with expertise and resources needed to fully recognize business value of Calabrio ONE. (Featured on SpeechTechMag.com.)
Posted July 25, 2017

Zenylitics will incorporate CallMiner Eureka speech analytics with its extensive contact center and speech analytics products into a full-service quality assurance offering.
Posted July 25, 2017

MarketsandMarkets predicts that the contact center analytics market will be worth $1.48 billion by 2022. (Featured on SpeechTechMag.com.)
Posted July 18, 2017

NICE has cerified Cyara's critical validation platform to aid with regulatory compliance.
Posted June 30, 2017

COPC's RevealCX is a quality monitoring and business intelligence software package for contact centers.
Posted June 28, 2017

CallMiner Eureka Starter Edition brings speech analytics to small contact centers and companies starting with analytics.
Posted June 28, 2017

Avaya Customer Engagement Cloud brings together solutions inthe Avaya Oceana platform.
Posted June 27, 2017

Bright Pattern's new contact center applications add the cognitive power of IBM Watson for sentiment screening.
Posted June 21, 2017

Government agencies will now have access to the first cloud contact center solution available directly from a FedRAMP-authorized provider
Posted June 16, 2017

The partnership has led to the creation of a voice of the customer analytics solution. (Featured on SpeechTechMag.com.)
Posted June 13, 2017

Verint releases packaged workforce optimization solutions designed specifically for midsized contact centers.
Posted June 12, 2017

The latest self-service release empowers users to better align monitoring and dynamic business demands.
Posted May 17, 2017

The tendency is to look at speech analytics as a quick fix, but it should be part of a larger process that takes time and effort to perfect.
Posted May 12, 2017

The two companies will offer contact center management and workforce optimization together on Amazon Web Services.
Posted May 10, 2017

NICE Digital Containment optimizes customer experience and contact center cost-effectiveness by using customer journey analytics to minimize cross-channel transfers.
Posted May 10, 2017

New product release offers AI-based Conversational Surveys, Omnichannel Case Management, and CX-Focused Machine Learning. (Featured on DestinationCRM.com.)
Posted May 02, 2017

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