Managerial and Training

SupportLogic Agent SX is an artificial intelligence-powered platform to improve agent performance and team collaboration.
Posted February 10, 2021

NICE's Agile WEM enables employee engagement in the work-from-anywhere reality.
Posted February 04, 2021

Five9 connects its Five9 Workforce Optimization (WFO) and Five9 Intelligent Cloud Contact Center platforms.
Posted February 04, 2021

Salesforce Service Cloud integration provides supervisors and agents with access to customer interaction histories.
Posted February 03, 2021

RingCentral's platform now includes a call transcription and supervision interface.
Posted February 03, 2021

Playvox's acquisition of Agyle Time adds workforce optimization capabilities.
Posted January 27, 2021

EY leverages ASAPP's artificial intelligence to automate customer service and increase agent performance. (Featured on DestinationCRM.com.)
Posted January 25, 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

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

Employment rule changes will have an affect on contact center wage and time-off provisions, and you need to budget for them.
Posted January 07, 2021

Calabrio extends its Twilio partnership, helping companies deploy the Calabrio ONE workforce engagement management suite on Twilio Flex.
Posted January 06, 2021

When looking to bring on a workforce management system, find a partner who will help you build your business over the long run.
Posted December 22, 2020

Employee productivity has actually gone up for firms that have implemented work-from-home policies to deal with the pandemic.
Posted December 17, 2020

Powered by Signal-Based Machine Learning, Cogito measures and guides behavior across thousands of call center agents. (Featured on DestinationCRM.com.)
Posted December 09, 2020

Enhancements to CxEngage and integrations improve automation, intelligence, agent productivity, workforce optimization, and reporting.
Posted December 09, 2020

Artificial intelligence can provide contact centers with staffing forecasts amid a sea of uncertainty.
Posted December 07, 2020

Salesforce Service Cloud Workforce Engagement helps contact center leaders predict customer demand and organize their workforces to staff the right agents with the right skills at the right time.
Posted December 02, 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

Contact centers need omnichannel, multiskill, feature-rich workforce management solutions to survive in the modern world.
Posted November 30, 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

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

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

Flexible options, including split shifts, will help contact centers hire and retain good customer service agents.
Posted October 12, 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

Cresta's AI Coaching software integrates with Amazon Connect for real-time performance optimization of sales and support teams.
Posted October 06, 2020

Daisee's quality management solutions are also integrated with Genesys Cloud. (Featured on SpeechTechMag.com.)
Posted September 22, 2020

Cogito's AI Coaching System integrates with Amazon Connect to provide in-the-moment behavioral guidance and measurement to call center employees. (Featured on DestinationCRM.com.)
Posted September 22, 2020

Automated Shift Fill 5.0 includes new intelligent automated functionality.
Posted September 22, 2020

Here are a few considerations to help smooth out service-level dips during certain times of the day or days of the week.
Posted September 18, 2020

Alorica Anywhere is a cloud-based platform for optimizing agent performance in a distributed workforce.
Posted September 16, 2020

With the pandemic, extreme workforce agility has become the new normal, conference speakers contend.
Posted September 16, 2020

Medallia pulls in contact center coaching automation platform provider Stella Connect for $100 million.
Posted September 04, 2020

A-GAME Gridiron 2020 Performance Challenge is a fantasy football-style gamification solution for remote and office-based customer care, support, and sales agents.
Posted September 04, 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

Aspect Via 20 features a new interface, mobile capabilities, and a Salesforce integration.
Posted August 28, 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

Intercom has added automation and reporting capabilities to its Business Messenger and Inbox customer support offerings.
Posted August 12, 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

The cloud-based workforce management provider updates its name to represent focus on community within contact centers. (Featured on DestinationCRM.com.)
Posted August 06, 2020

CallRail includes AI-powered call analysis in its latest version of Conversation Intelligence. (Featured on DestinationCRM.com.)
Posted July 30, 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

A-Game Flex enables contact center supervisors to design and deploy behavior and KPI-based gamification initiatives in minutes.
Posted July 30, 2020