CRM

Clara is an AI-driven intelligent agent for collecting and acting on customer feedback.
Posted August 17, 2017

ZOSE is a search engine designed for omnichannel contact center optimization.
Posted August 16, 2017

AIVA empowers companiesto build once and deploy anywhere across customer touchpoints.
Posted August 16, 2017

CallMiner speech analytics now supports 30 languages with PCI-compliant redaction of sensitive information.
Posted August 15, 2017

Dennis Fois takes over as president and chief operating officer. (Featured on DestinationCRM.com.)
Posted August 15, 2017

A surprising number of businesses are still not integrating their customer software systems, and that's bad for business.
Posted August 15, 2017

VoiceBase integrates its recording and speech analytics offering into Voxbone's communications platform. (Featured on SpeechTechMag.com.)
Posted August 11, 2017

Artificial intelligence needs to be at the center if companies will have any chance of truly personalizing interactions.
Posted August 11, 2017

Elafris now supports Alexa through its virtual agent platform for the insurance industry.
Posted August 09, 2017

Chatbots need to be more functional if we want customers to use and like them.
Posted August 04, 2017

Agent Dashboard provides agents with real-time insight into calls into the Visual IVR.
Posted August 02, 2017

Customers like to keep interactions personal, and video lets companies do just that.
Posted August 01, 2017

NewVoiceMedia has introduced Conversation Analyzer as part of the Summer '17 release of ContactWorld. (Featured on SpeechTechMag.com.)
Posted July 31, 2017

LiveWorld Platform integrates smart automation and human agents for real-time customer service at scale.
Posted July 31, 2017

Forty 7 Ronin's QuickStart tuning options and customized managed services packages offer streamlined analysis.
Posted July 28, 2017

New relationship enables Ingram Micro to distribute 8x8 cloud communications and contact center solutions.
Posted July 27, 2017

Five new features round out the latest version of Foresee's CX Suite.
Posted July 26, 2017

Nuance IVR to Digital connects traditional phone and digital channels with AI-powered omnichannel solution. (Featured on SpeechTechMag.com.)
Posted July 26, 2017

New offerings provide customers with expertise and resources needed to fully recognize business value of Calabrio ONE. (Featured on SpeechTechMag.com.)
Posted July 25, 2017

Zenylitics will incorporate CallMiner Eureka speech analytics with its extensive contact center and speech analytics products into a full-service quality assurance offering.
Posted July 25, 2017

Five9 has moved its contact center-as-a-service to Microsoft's AppSource marketplace.
Posted July 25, 2017

Verint Customer Engagement solutions are now available in the cloud and on premises through a collaboration with Group Elite Communications.
Posted July 25, 2017

IVAs have much greater potential than IVRs, but vendors still have work to do to move the technology beyond the hype stage.
Posted July 21, 2017

Nvidia's program fosters advances in artificial intelligence and data science.
Posted July 20, 2017

Verint's cloud-based knowledge solution advances employee engagement, information access, and consistency across customer service channels.
Posted July 19, 2017

Updated contact center application enhances agent experience with intelligent SMS routing and integration, task and activity queuing, and support for Office 365 Federated Agents.
Posted July 19, 2017

West has unveiled Visual Voice to with audio-visual integration.
Posted July 17, 2017

The latest version of its CRM suite aims to deliver faster performance and eliminate some of the lag associated with legacy CRM tools.
Posted July 14, 2017

Pilot explores how artificial intelligence can help travel agencies serve travelers better by fulfilling their most common service and support requests with smart technology.
Posted July 12, 2017

Five9's Summer 2017 release places more emphasis on global capabilities.
Posted July 12, 2017

The latest release of CafeX Live Assist for Microsoft Dynamics 365 supports chatbot-to-agent escalation, mobile customer service, and agent productivity enhancements.
Posted July 12, 2017

Customer complaints and business success are not necessarily mutually exclusive.
Posted July 11, 2017

NVM becomes a Verint Workforce Management reseller.
Posted July 10, 2017

Aircall has expanded its integration partner ecosystem with the launch of the Kustomer integration powered by Aircall's public API.
Posted July 07, 2017

Bright Pattern offers contact centers real-time caller data from The Data Group.
Posted July 06, 2017

Contact centers need to adjust their approach to technology, customer engagement, and employee motivation.
Posted July 05, 2017

Omnibrowse lets customer service agents co-browse callers' computer screens during interactions.
Posted June 30, 2017

NICE has cerified Cyara's critical validation platform to aid with regulatory compliance.
Posted June 30, 2017

OpenMethods and Five9 have partnered to enable omnichannel interaction for contact centers using Oracle Service Cloud.
Posted June 30, 2017

Don't ask questions if you're not prepared to act on the results.
Posted June 30, 2017

New partnership enables Softchoice to add 8x8 cloud-based unified communications, team collaboration, and contact center solutions to its portfolio.
Posted June 29, 2017

3CLogic's latest AI release leverages Amazon Lex to streamline customer service automation.
Posted June 29, 2017

The alliance will create and end-to-end solution that combines research, technology, and consulting services to improve customer experience programs.
Posted June 29, 2017

COPC's RevealCX is a quality monitoring and business intelligence software package for contact centers.
Posted June 28, 2017

CallMiner Eureka Starter Edition brings speech analytics to small contact centers and companies starting with analytics.
Posted June 28, 2017

Partnership will deliver cloud contact center solutions for businesses.
Posted June 27, 2017

Omniquo's artificial intelligence agent will to be available through Talkdesk's AppConnect.
Posted June 27, 2017

Avaya Customer Engagement Cloud brings together solutions inthe Avaya Oceana platform.
Posted June 27, 2017

Maximus and Interactions have partnered to bring intelligent virtual assistants to federal agencies.
Posted June 27, 2017

Comm100 has added a chatbot feature to its portfolio of chat products, which also includes a new audio and video chat feature.
Posted June 26, 2017