Analytics

MarketsandMarkets is projecting 20.5 percent CAGR for the global speech analytics market for the next five years. (Featured on SpeechTechMag.com.)
Posted January 18, 2022

Nuance's contact center AI, biometrics, and tooling solutions are now available for Genesys Cloud CX. (Featured on DestinationCRM.com.)
Posted January 18, 2022

PCI Pal is providing secure payment processing solutions for Talkdesk customers.
Posted December 20, 2021

ISG reports that companies are using data analytics services and platforms in holistic strategies to help all employees gain insights for business results. (Featured on DestinationCRM.com.)
Posted December 13, 2021

Companies that want to hire and retain great agents must listen and respond to their needs and create a more flexible and engaging work environment.
Posted December 10, 2021

HITRUST CSF Certification validates CallMiner meets key regulations for protecting sensitive information.
Posted December 08, 2021

8x8 accelerates innovation for its XCaaS platform with the Fuze acquisition for $250 million. (Featured on DestinationCRM.com.)
Posted December 01, 2021

NLX's Voice Insights for Amazon Connect provides AI-based analysis of calls through AWS's contact center systems.
Posted November 23, 2021

First Orion and NICE CXone are teaming up to offer branded calling solutions and call authentication. (Featured on DestinationCRM.com.)
Posted November 23, 2021

Replicant's updated conversational AI platform helps contact center managers analyze data, uncover insights, and inspire action, all from a single dashboard.
Posted November 17, 2021

Verint's Real-time Agent Assist is the latest enhancement to the Customer Engagement Cloud Platform. (Featured on DestinationCRM.com.)
Posted November 17, 2021

TheLoops' intelligent support operations platform contextualizes product, operational, and customer data for support operations.
Posted November 17, 2021

Thanks to advances like AI and natural language processing, speech analytics technology is expected to see strong growth over the next few years, according to IMARC Group research. (Featured on SpeechTechMag.com.)
Posted November 16, 2021

Afiniti's Enterprise Behavioral Pairing within Genesys Multicloud CX will help companies match customers with the best agents to handle their requests. (Featured on DestinationCRM.com.)
Posted November 16, 2021

Marchex Anywhere expands access to CPaaS, UCaaS and CCaaS platforms for Marchex Conversation Intelligence. (Featured on DestinationCRM.com.)
Posted November 09, 2021

CallMiner's Fall Release offers new capabilities, pre-built solutions, and cloud-based integrations. (Featured on SpeechTechMag.com.)
Posted November 02, 2021

Forsta's partnership with Lumoa will streamline open-ended feedback using artificial intelligence. (Featured on DestinationCRM.com.)
Posted November 01, 2021

NICE CXone's Fal 2021 release accelerates CX digital transformation with new integrated intelligent self-service and Enlighten AI-powered agent engagement solutions.
Posted October 28, 2021

OnviSource has integrated Voicegain's deep learning-based speech-to-text platform into its Intellecta multichannel analytics solution.
Posted October 27, 2021

LivePerson's acquisitions of VoiceBase and Tenfold will yield a unified, integrated voice and conversational AI system.
Posted October 27, 2021

Khoros' integration with Amazon Connect allows contact centers to unify and orchestrate customer engagement from digital voice to chat, SMS, social, and self-service through a single pane of glass.
Posted October 27, 2021

Observe.AI's Intelligent Workforce Platform brings AI and conversation intelligence to its contact center workforce solution.
Posted October 19, 2021

CallMiner's acquisition of OrecX enables audio and screen capture use cases beyond the contact center.
Posted October 18, 2021

RingCentral pPlatform innovations help organizations embrace hybrid work environments.
Posted October 15, 2021

NICE CXi aligns critical components of the NICE CXone cloud contact center suite. (Featured on DestinationCRM.com.)
Posted October 07, 2021

Genesys has agreed to acquire Pointillist and Exceed.ai to enhance its offerings and transform customer and employee experiences across marketing, sales, and service. (Featured on DestinationCRM.com.)
Posted October 07, 2021

CareAR will leverage Verizon's 5G networks to transform service delivery.
Posted October 04, 2021

Arise's Digital Companion provides automated assistance to agents and customers in real time.
Posted September 28, 2021

Integration lets Microsoft Azure Speech to Text users procure and deploy CallMiner as an out-of-the-box solution.
Posted September 28, 2021

Amazon Connect Wisdom, Connect Voice ID, and automated outbound communications for calls, texts, and emails are available to contact centers in the latest Amazon Connect updates.
Posted September 27, 2021

SMG expands its contact center and conversation analytics capabilities with a CallMiner partnership. (Featured on SpeechTechMag.com.)
Posted September 21, 2021

Artificial intelligence technology from Kare Knowledgeware will enable new self-service, automated engagement, and augmented agents in Dialpad Contact Center.
Posted September 15, 2021

Transparency Market Research eyes nearly 20 percent CAGR for contact center solutions through 2030.
Posted September 13, 2021

Observe.AI is expanding into the omnichannel customer experience market with its ScopeAI acquisition. (Featured on DestinationCRM.com)
Posted August 31, 2021

The Cognigy Insights analytics suite will enhance the Cognigy.AI platform to make sense of conversational data. (Featured on SpeechTechMag.com.)
Posted August 31, 2021

MiaRec has updated the voice analytics in its call recording, transcription, and quality assurance solutions. (Featured on SpeechTechMag.com.)
Posted August 31, 2021

NICE Enlighten AI enables complaint management and remediation by automating analysis of every interaction through voice and digital channels. (Featured on DestinationCRM.com.)
Posted August 25, 2021

Conversocial gives Verint added social and messaging channels and conversational AI capabilities. (Featured on DestinationCRM.com.)
Posted August 10, 2021

Splice's redesigned Thrive platform helps companies collect and act on customer feedback.
Posted August 05, 2021

Balto Real-Time Coaching and QA work on 100 percent of calls into the contact center.
Posted August 05, 2021

Qualtrics' acquisition of Clarabridge will enable companies to capture, analyze, and act on all forms of customer and employee feedback. (Featured on DestinationCRM.com.)
Posted July 29, 2021

Alida's Summer 21 product release includes more than 100 integrations and advanced analytics. (Featured on DestinationCRM.com.)
Posted July 27, 2021

Partnership combines Clarabridge's conversational analytics with Five9's cloud contact center solutions.
Posted July 14, 2021

Calabrio Product Marketing Manager Terri Kocon discusses how to deploy next-generation analytics to deliver more actionable insights in the contact center in this clip from her presentation at CX Connect 2021. (Featured on DestinationCRM.com.)
Posted July 08, 2021

The two companies' unique voice matching technology requires no input from call center staff. (Featured on SpeechTechMag.com.)
Posted July 07, 2021

Calabrio Product Marketing Manager Terri Kocon explains how data gathered through contact center analytics can benefit organizations in areas well beyond the contact center itself in this clip from her presentation at CX Connect 2021.
Posted June 30, 2021

Vonage Contact Center for Salesforce Service Cloud Voice brings automation, intelligence, and global calling capability to Service Cloud Voice.
Posted June 28, 2021

Aquant Service Insights converts unstructured service data into detailed insights for visibility into customers at risk of churn and workforce training opportunities. (Featured on DestiantionCRM.com.)
Posted June 24, 2021

The alliance between Genesys and Qualtrics gives companies a comprehensive view of the customer service experience, based on sentiment and service history.
Posted June 18, 2021

As much as 70 percent of customer data that companies have could be flawed, but there are easy steps to address it, CX Connect keynoters say. (Featured on DestinationCRM.com.)
Posted June 16, 2021