Analytics

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