Analytics

Daylight Express' natural language understanding powers customer feedback analytics.
Posted September 18, 2019

Automata Version 3.0 provides options for atttended or unattended customer assistance, pre-packaged or customized workflows, rule-based or AI-driven decisioning, improved analytics, and server-based or desktop automation.
Posted September 18, 2019

Integrations with Splunk, Jira, and ServiceNow support issue resolution and instant scheduling with IT tracking systems.
Posted September 17, 2019

Nectar CX Assurance is a testing and monitor application for contact center, IVR, and unified communications technologies.
Posted September 12, 2019

FeedbackNow is a real-time customer experience analytics solution. (Featured on DestinationCRM.com.)
Posted September 09, 2019

Freshsuccess provides a unified view of customer journeys for customer service, sales, marketing, and support.
Posted September 04, 2019

Glassbox users can now replay sessions in real time directly in Salesforce. (Featured on DestinationCRM.com.)
Posted September 04, 2019

Here are the many benefits companies can realize with artificial intelligence.
Posted August 30, 2019

NICE inContact's CXone Workforce Optimization is certified for use by government contact centers.
Posted August 28, 2019

The partnership will expand opportunities for AI in contact center operations.
Posted August 26, 2019

Innov8tif will incorporate ID R&D's fully passive anti-spoofing biometric solution into its EMAS eKYC solution
Posted August 26, 2019

The conversational AI vendor recently expanded to Silicon Valley, and the funding will help the company grow globally and partly be used to attract more U.S. customers.
Posted August 23, 2019

Frontdesk's AI-powered dashboards deliver intelligence and insights across all franchise locations.
Posted August 14, 2019

Luminoso Daylight now features advanced sentiment analysis in a no-code application for customer analytics. (Featured on DestinationCRM.com.)
Posted August 07, 2019

Vonage bolsters the artificial intelligence and conversational analytics capabilities of its OneVonage and NewVoiceMedia platforms via its purchase of Over.ai's assets.
Posted August 06, 2019

Contact center recordings have a wealth of information, but few companies are using them properly.
Posted August 01, 2019

Global Relay has bolstered the analytics in its latest release.
Posted July 31, 2019

NICE Trading Recording, NICE inContact CXone, and NICE Multi Channel Recording will be seamlessly integrated with Microsoft Teams.
Posted July 16, 2019

Auraya EVA helps authenticate customers using voice over phone and digital channels. (Featured on DestinationCRM.com.)
Posted July 15, 2019

Training Dashboard compiles and annotates data from customer and agent interactions with the goal of advancing the intelligence of Talla's customer support system.
Posted July 02, 2019

EdgeVerve AssistEdge Engage is an intelligent automation platform for contact centers.
Posted June 27, 2019

Behavox launches voice biometrics and adds Mandarin and Cantonese language functionalities within Behavox Voice.
Posted June 26, 2019

The new offering aims to ease the transition to the cloud by augmenting existing on-premise systems with intelligent, cloud-based contact center applications.
Posted June 25, 2019

8x8 Contact Center is a complete stand-alone cloud-based customer support solution.
Posted June 25, 2019

Aculab's voice biometrics system is compatible with key Avaya IX contact center solutions. (Featured on SmartCustomerService.com.)
Posted June 17, 2019

The two companies' joint solution enables the extraction of rich, actionable insights from call recordings.
Posted June 12, 2019

Customer service centers have a significant business opportunity to tap into insights in voice data, yet most organizations are not equipped to do so properly.
Posted June 10, 2019

NICE Quality Central Insight uses speech analytics and automation to aid in contact center quality management.
Posted June 06, 2019

Calabrio will add Teleopti's workforce management solutions to its own customer experience offerings. (Featured on DestinationCRM.com.)
Posted June 03, 2019

Traditional key performance indicators need to be combined with new technologies, like customer journey analytics, to allow companies to anticipate and meet customer needs.
Posted May 30, 2019

CallMiner Eureka will power Praxidia's enterprise feedback management solutions. (Featured on DestinationCRM.com.)
Posted May 23, 2019

Verint executives outlined a strategy to save companies time and money on customer experience improvements.
Posted May 22, 2019

NICE is embedding Brand Embassy's technology into its CXone solution to add digital conversation capabilities.
Posted May 16, 2019

Call Journey and Avtex are teaming up to bring conversation analytics to more contact centers.
Posted May 08, 2019

The partnership will bring Call Journey's conversation analytics to users of QPC's contact center platform.
Posted May 04, 2019

Advanced, AI-powered technology enables companies to listen to, analyze, and engage with consumers on every channel.
Posted April 30, 2019

Verint's Anomaly Detection offers machine learning capabilities to identify customer pain points and outliers in CX Dcustomer experience data. (Featured on DestinationCRM.com.)
Posted April 29, 2019

Transcosmos has added emotion analysis to its speech recognition product for contact centers. (Featured on DestinationCRM.com.)
Posted April 16, 2019

The WhatsApp Business API is added to Freshworks Omniroute to bring online support to messaging users. (Featured on DestinationCRM.com.)
Posted April 16, 2019

Google and Salesforce aren't exactly strangers. The two have been working together since 2017 on various projects. But while most of their partnerships have been centered on sales and marketing activities, the companies are now doubling down on customer service.
Posted April 12, 2019

Mitel's portfolio further leverages the Google Cloud Platform as well as advanced artificial intelligence and analytics capabilities.
Posted April 10, 2019

The integration aims to help users better manage digital customer interactions.
Posted April 09, 2019

With its latest round of funding, the vendor sets out to tackle the task of unifying back-end business tools, including Salesforce, Google Drive, Slack, and others, and then extracting data from these channels to make it available as soon as an agent needs access to it.
Posted April 05, 2019

Blue Panda's customer engagement platform now integrates with Microsoft Azure to improve the customer experience with artificial intelligence.
Posted March 27, 2019

CXone Packages add voice, intelligent routing for Salesforce digital channels, embedded workforce optimization, and speech/text analytics.
Posted March 21, 2019

Vonage's newest contact center offering is available with unified communications on a single stack.
Posted March 20, 2019

AXS incorporates new metrics into traditional efficiency and effectiveness measures.
Posted March 20, 2019

The new solutions aim to empower agents to focus more on the human aspect of service.
Posted March 19, 2019

Talkdesk Workforce Management, powered by Talkdesk iQ, adds artificial intelligence to contact center staff management.
Posted March 19, 2019

Calabrio has released its latest analytics-fueled customer experience intelligence suite.
Posted March 19, 2019