Analytics

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

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

Connect with SCS



Email Newsletter

Receive customer service news, trends, and analysis, plus expert advice.
Periodically, get important offers from SmartCustomerService.com or our advertising partners.

Best Practices

More Best Practices

Webinars

More Webinars

Content Library

More Content Library