Analytics

NICE inContact and Zoom are joining forces to deliver more personalized customer experiences while supporting remote workers.
Posted April 03, 2020

Dimensions provides a true picture of customer calls and staff performance.
Posted March 26, 2020

Explore and Studio upgrades allow for greater contact center customizations.
Posted March 17, 2020

ChaseData's Mobile Portal dashboard tool lets contact center managers track metrics and visualize data using any mobile device.
Posted March 17, 2020

The choices for WFM systems have never been better, and contact centers have never had more options.
Posted March 13, 2020

Inflow is adding Call Journey's artificial intelligence-powered Conversation Analytics to its Voice of the Customer capabilities.
Posted March 09, 2020

iQor has improved the speech-to-text transcription of calls in its speech analytics platform. (Featured on SpeechTechMag.com.)
Posted March 04, 2020

Observe.AI's Voice AI platform has become part of Telarus' portfolio of suppliers. (Featured on SpeechTechMag.com.)
Posted March 04, 2020

Genesys' nGuVu acquisition brings new capabilities to Gensesy Cloud Workforce Engagement Management. (Featured on DestinationCRM.com.)
Posted March 03, 2020

Calabrio ONE and Twilio Flex are coming together to provide customer service teams with customer insights on a customizable cloud contact center platform. (Featured on DestinationCRM.com.)
Posted March 03, 2020

Customer experience improvements, finding upsell and cross-sell opportunities, and ensuring regulatory compliance are the top reasons for speech analytics deployments.
Posted February 27, 2020

IgniteTEK's speech analytics solution has been optimized for ready integration with solutions available in AWS Marketplace. (Featured on DestinationCRM.com.)
Posted February 21, 2020

The Virtual Observer acquisition comes as Five9 continues to accelerate enterprise cloud contact center adoption.
Posted February 19, 2020

Neuraswitch will leverage Behavioral Signals' emotion AI solution, OliverAPI. (Featured on DestinationCRM.com.)
Posted February 18, 2020

Contact Center specialist CCT expands offerings with speech and authentication suite from LumenVox.
Posted February 12, 2020

IntelligenceHub 3.0 unifies data from multiple sources to provide business intelligence for contact centers. (Featured on DestinationCRM.com.)
Posted February 12, 2020

OnviSource Intellecta offers AI-driven multichannel analytics. (Featured on SpeechTechMag.com.)
Posted February 04, 2020

SproutLoud's end-to-end call tracking attribution solution includes artificial-intelligence-optimized speech recognition and call scoring. (Featured on SpeechTechMag.com.)
Posted February 04, 2020

Nectar has expanded its diagnostic capabilities, including testing, monitoring, and resolution, across the contact center network. (Featured on DestinationCRM.com.)
Posted February 04, 2020

LumenVox Version 8 offers an enhanced agent interface and a beefed-up fraud scanner. (Featured on SpeechTechMag.com.)
Posted January 31, 2020

8x8 Contact Center adds payment processing and quality management.
Posted January 29, 2020

Partnership helps engage customers in real time by unifying inbound call analytics data, conversational insights, and rich customer profiles. (Featured on DestinationCRM.com.)
Posted January 28, 2020

Avaya is partnering with Noble to add capabilities to Avaya IX Contact Center.
Posted January 28, 2020

Virtual Agent is the first of Talkdesk's aggressive 20-in-20 release program to introduce more than 20 products in 2020.
Posted January 13, 2020

QY Research projects a 13.84 percent CAGR for the global speech analytics market through 2025. (Featured on SpeechTechMag.com.)
Posted January 07, 2020

VoiceFoundry's customer journey design expertise and Cyara's testing and assurance capabilities will help clients achieve smooth migration and CX design when migrating to Amazon Connect.
Posted December 20, 2019

Call Journey has added support for U.K. English to its conversation analytics solution. (Featured on SpeechTechMag.com.)
Posted December 18, 2019

For most companies, doing much monitoring of agent conversations isn't realistically scalable. But San Francisco- and India-based startup Observe.AI, which just scored a round of Series A funding, is working to change that, offering companies machine learning-based call analytics that are easy to scale.
Posted December 13, 2019

Kustomer has secured a slate of highly recognizable brands as customers in the past few years, including Sweetgreen, ThirdLove, Ring, Glossier, Rent the Runway, Away, Glovo, and UNTUCKit. Now, the company has secured another $60 million in funding, bringing its total to nearly $174 million.
Posted December 06, 2019

USAN has incorporated digital communication channels into Contact Suite, a set of pre-packaged applications for Amazon Connect.
Posted December 05, 2019

AWS Contact Lens helps businesses identify customer issues and trends, search call and chat transcripts, and improve agent performance.
Posted December 04, 2019

Acqueon Desktop and Acqueon Analytics expand Acqueon's conversational engagement suite for Amazon Connect.
Posted December 04, 2019

Getting customer service right requires the right mix of real-time speech analytics, dynamic content management, and live agents.
Posted November 25, 2019

The addition of Loxysoft's ProScheduler strengthens Serenova's portfolio of contact center solutions.
Posted November 18, 2019

AI-infused automation and mobile features streamline Verint WFM's user experiences. (Featured on DestinationCRM.com.)
Posted November 18, 2019

Semafone Intelligence+ provides real-time data about payment transactions in the contact center.
Posted November 06, 2019

Speakeasy AI's Nerv delivers dynamic audio machine learning that creates tailored language models based on voice of the customer data. (Featured on DestinationCRM.com.)
Posted October 22, 2019

iMachine powers OnviSource's advanced analytics, robotic process automation, and intelligent virtual agents. (Featured on DestinationCRM.com.)
Posted October 22, 2019

Restaurants are used to dealing with negative Yelp reviews from disgruntled customers, but Outback Steakhouse is taking steps to mitigate the problem, using artificial intelligence, before its customers can head to Yelp.
Posted October 18, 2019

Enhancements to eGain Solve include conversational automation, augmented agents, and full-spectrum analytics.
Posted October 18, 2019

NPM now lets managers create personalized, engaging, and structured coaching programs.
Posted October 16, 2019

The partnership between Aspect Software and Intradiem brings real-time capabilities to contact center workforce management solutions.
Posted October 14, 2019

LiveIntent is a real-time, AI-powered tool to identify customer intent during interactions. (Featured on DestinationCRM.com.)
Posted October 10, 2019

Stratifyd and Anexinet together will offer implementation services for an artificial intelligence-powered customer analytics platform
Posted October 09, 2019

Playvox's agent optimization suite includes quality assurance, performance management, learning, coaching, agent recognition, and agent motivation in one platform. (Featured on DestinationCRM.com.)
Posted October 08, 2019

Aspect improves the performance and scalability of its workforce optimization, inbound, outbound, and omnichannel offering.
Posted October 07, 2019

It's been some time that JetBlue has been working with customer service start-up Gladly to improve its support operations on the ground and cut down service call times, but now, the airline is working with Gladly to take its customer service level up a notch in the sky as well.
Posted October 04, 2019

Serenova's free Contact Center Maturity Assessment evaluates and identifies opportunities to improve customer experience delivery.
Posted October 04, 2019

KustomerIQ brings artificial intelligence to customer interactions.
Posted October 03, 2019

Agent Self-Scheduling give agents more autonomy over their work routine.
Posted October 03, 2019