Analytics

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

Unscrambl's qbo conversational analytics lets Teams users access data with natural language.
Posted July 29, 2020

NICE's Real-Time Interaction Guidance is powered by NICE Enlighten AI behavioral models to provide agent guidance during interactions.
Posted July 27, 2020

New features in Invoca's Summer 2020 Release allow companies to extract and apply more insights from conversational data. (Featured on DestinationCRM.com.)
Posted July 27, 2020

Dial800 now offers both inbound and outbound call tracking, so users can track, route, and analyze all of their calls.
Posted July 22, 2020

Illuminate leverages machine learning to extract insights, intelligence, and meaning from customer interactions.
Posted July 20, 2020

Astute adds voice of the customer capabilities to its customer experience solutions with its acquisition of iperceptions.
Posted July 20, 2020

Clarabridge has added a number of new features that expand its contact center analytics and engagement platforms as part of the 2020 summer release. (Featured on DestinationCRM.com.)
Posted July 17, 2020

Recap provides call transcriptions, voice recording, and speech analytics for Microsoft Teams, the Evolve Contact Suite, and Cisco unified communications. (Featured on SpeechTechMag.com.)
Posted July 15, 2020

USAN brings Calabrio's workforce management and Amazon Connect to its cloud customer engagement solutions portfolio.
Posted July 08, 2020

The partnership integrates UJET's customer support with Calabrio's workforce and customer engagement solutions.
Posted June 30, 2020

eGain Messaging Hub harmonizes messaging across bots and live agents.
Posted June 17, 2020

Uniphore brings its auMina and akeira automation technology to Sitel's customers.
Posted May 27, 2020

Talkdesk adds quality management, call and screen recording, and speech analytics to its WEM suite.
Posted May 21, 2020

As the pandemic shuttered offices, Verint solutions were able to help companies move to remote work with disruption, its CEO maintains. (Featured on DestinationCRM.com.)
Posted May 20, 2020

IDFraud Contact Center uses voice biometrics to help telcos prevent new subscriber fraud. (Featured on SpeechTechMag.com.)
Posted May 20, 2020

Observe.ai's integration with Genesys Cloud enables businesses to analyze calls with sentiment analysis for compliance and quality monitoring, agent performance, and remote agent coaching in a single platform. (Featured on SpeechTechMag.com.)
Posted May 20, 2020

Cloud contact center provider 3CLogic is adding Observe.ai's SpeechNLP, call transcription, sentiment analysis, and quality management features. (Featured on SpeechTechMag.com.)
Posted May 15, 2020

Medallia is bringing speech analytics into Medallia Experience Cloud, it announced at an online event today. (Featured on DestinationCRM.com.)
Posted May 13, 2020

CSAT Pro measures customer satisfaction and provides actionable solutions in real time.
Posted May 04, 2020

Verint launches a work-from-home insights platform as part of its Desktop and Process Analytics package.
Posted April 30, 2020

Medallia is acquiring speech-to-text, speech analytics, and voice biometrics provider Voci Technologies for $59 million. (Featured on DestinationCRM.com.)
Posted April 22, 2020

NICE inContact's CXone@home now helps companies ensure agent productivity while working from home.
Posted April 17, 2020

Verint's latest offerings address needs to improve workforce visibility, compliance, and productivity amid COVID-19 outbreak. (Featured on DestinationCRM.com.)
Posted April 13, 2020

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