Thoma Bravo acquired speech and contact center software vendor Calabrio from fellow investment firm KKR. (Featured on DestinationCRM.com.)
Posted March 23, 2021
To stay ahead in this challenging market, contact centers are turning to speech analytics technology to analyze customer interactions and ensure compliance at every step of the customer journey. (Featured on DestinationCRM.com.)
Posted March 23, 2021
Equipping NEVA with Enlighten AI insights helps employees understand customer sentiment, proactively adapt their actions, and respond to requests. (Featured on DestinationCRM.com.)
Posted March 19, 2021
Collaboration unites Talkdesk's cloud contact center solutions with Alorica's execution and performance management capabilities, including its work-at-home solution, Alorica Anywhere.
Posted March 17, 2021
Expanded mobility and visibility and new partnership strengthens Fuze's cloud contact center offering.
Posted March 17, 2021
Natterbox Insight automatically surfaces training opportunities for sales and service supervisors. (Featured on DestinationCRM.com.)
Posted March 10, 2021
The spring 2021 release of NICE inContact CXone features real-time agent guidance, no-code self-service bots, and journey optimization.
Posted March 10, 2021
TTEC is acquiring fellow customer experience technology and services provider AVTEX. (Featured on SpeechTechMag.com.)
Posted March 04, 2021
NICE's Agile WEM enables employee engagement in the work-from-anywhere reality.
Posted February 04, 2021
Salesforce Service Cloud integration provides supervisors and agents with access to customer interaction histories.
Posted February 03, 2021
Integration provides real-time analysis of audio and media data sets captured by Red Box Conversa and transcribed by Medallia Experience Cloud. (Featured on DestinationCRM.com.)
Posted January 28, 2021
Integration allows users to capture calls and automagically present recordings, call data, and AI-enriched insights in Salesforce.
Posted January 27, 2021
New partnership offers 8x8 contact center customers integration with Verint Monet and Verint Enterprise. (Featured on DestinationCRM.com.)
Posted January 25, 2021
The Red Box/Behavox partnership will streamline voice data reconciliation for artificial intelligence to help companies with compliance and reputation issues. (Featured on DestinationCRM.com.)
Posted January 21, 2021
Medallia's contact center insights offering complies with federal security guidelines.
Posted January 20, 2021
Amazon Web Services is enabling customers to leverage its artificial intelligence capabilities with their current contact center providers. (Featured on DestinationCRM.com.)
Posted January 12, 2021
Qurious.io's capabilities will assist customer service agents by analyzing service calls in real time. (Featured on SpeechTechMag.com.)
Posted January 11, 2021
New funding fuels Khoros' acquisition of Topbox, a customer experience analytics provider. (Featured on DestinationCRM.com.)
Posted January 04, 2021
SupportLogic captures real-time voice of the customer data and sentiment without surveys.
Posted December 08, 2020
The Medallia and Five9 integration provides real-time and post-call customer feedback and actions.
Posted December 02, 2020
Amazon Web Services has added to Amazon Connect with five capabilities powered by AWS's Sensei machine learning technology
Posted December 02, 2020
NICE Enlighten Fraud Prevention uses AI and voice biometrics to scan calls and identify fraudulent behavior.
Posted November 19, 2020
Speechmatics' technology is now available for Genesys Engage and Genesys PureConnect.
Posted November 19, 2020
Clarabridge's text and speech analytics integrates with Oracle Cloud CX Service, connecting users to hundreds of feedback sources. (Featured on DestinationCRM.com.)
Posted November 19, 2020
The partnership combines contact center analytics with domain expertise. (Featured on DestinationCRM.com.)
Posted November 18, 2020
The combination of Medallia Experience Cloud and Oracle CX Service delivers deep insights for superior customer service. (Featured on DestinationCRM.com.)
Posted November 17, 2020
Research firm Marqual IT Solutions anticipates growing interest in contact center artificial intelligence solutions among smaller firms.
Posted November 10, 2020
CXone Performance Analytics for Salesforce Einstein uses artificial intelligence to uncover contact center performance insights.
Posted October 28, 2020
The newest version gives agents more self-service control over their work schedules.
Posted October 27, 2020
Clarabridge's Fall 2020 release includes a new Automated Narratives feature to produce call summaries. (Featured on DestinationCRM.com.)
Posted October 27, 2020
The latest version of Transcosmos' speech recognition solution offers five new features, including Quality Control Platform and AI defender. (Featured on SpeechTechMag.com.)
Posted October 22, 2020
MarketsandMarkets projects a 20.2 percent CAGR for speech analytics over the next five years. (Featured on SpeechTechMag.com.)
Posted October 21, 2020
The CXone Fall 2020 release adds business intelligence, biometrics, and advanced analytics. (Featured on DestinationCRM.com.)
Posted October 16, 2020
The alliance broadens SKWeston's portfolio with Intradiem's on-demand contact center automation solutions.
Posted October 14, 2020
HGS Pulse provides near-real-time business intelligence with a view into contact center operations and productivity. (Featured on DestinationCRM.com.)
Posted October 09, 2020
Growing use of analytics in contact centers to continue for the next six years, the research firm predicts.
Posted October 07, 2020
Call Journey's Data Bridge is a voice data visualization feature.
Posted October 07, 2020
Alorica Anywhere is a cloud-based platform for optimizing agent performance in a distributed workforce.
Posted September 16, 2020
EXP+ combines advanced technology and analytics in integrated and vertical-specific solutions.
Posted September 14, 2020
Call Journey has released CJ V6.5, offering greater transcription accuracy for its conversation analytics solutions. (Featured on SpeechTechMag.com.)
Posted September 14, 2020
Call Journey's partnership with Microsoft brings conversational analytics to Microsoft's ecosystem of business applications.
Posted September 02, 2020
PinPoint's speech-to-text provides automatic transcription of Spanish contact center recordings for analytics applications.
Posted September 01, 2020
In times of growing uncertainty, complexity and change, an agile approach to customer service can help organizations create and maintain extraordinary employee and customer experiences
Posted August 31, 2020
The combined solution uses artificial intelligence and speech and text analytics to score interactions on communication, compliance, and conduct.
Posted August 26, 2020
Speechmatics and Prosodica partner to use any-context speech recognition to generate insights from call center speech data. (Featured on SpeechTechMag.com.)
Posted August 25, 2020
DVSAnalytics' Interaction Analytics offers desktop and speech analytics in a cloud-based platform.
Posted August 25, 2020
New integration enables Cyara to test Twilio Flex agent routing and data-passing functionality.
Posted August 20, 2020
CallMiner and Intradiem are teaming up to provide behavioral insights to contact centers. (Featured on SpeechTechMag.com.)
Posted August 11, 2020
DVSAnalytics has launched Encore Workforce Optimization as a Service (WFOaaS) for Amazon Connect. (Featured on DestinationCRM.com.)
Posted August 11, 2020
Red Box users can now run call recordings through Salesforce Einstein Call Coaching to provide training insights. (Featured on DestinationCRM.com.)
Posted July 30, 2020