Managerial and Training

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

Sharpen Technologies' Performance Tiles to provide contact center agents with visibility into their job performance.
Posted July 29, 2020

Here are four things to consider when looking to simplify contact center management.
Posted July 10, 2020

CoreDial has added workforce management to its CoreNexa Contact Center platform.
Posted July 08, 2020

Evolve IP's Work Anywhere Office blends fully integrated virtual desktops, collaboration and communications tools, and contact center systems.
Posted June 23, 2020

Creatio partner Velvetech developed the Contact Center Product Suite, which is available on Creatio's marketplace. (Featured on SpeechTechMag.com.)
Posted June 16, 2020

Noble adds features to its contact center employee engagement platform.
Posted June 11, 2020

New capabilities help companies staff their contact centers while still complying with social distancing, workspace hygiene checks, and workforce assignment rules.
Posted June 09, 2020

Organizations that adopted cloud technologies will be better positioned to adjust to the new normal, not to mention any future events that might call for unprecedented flexibility.
Posted June 08, 2020

New features enhance the mobility of contact center agents and subject matter experts.
Posted June 04, 2020

Integrations extend UJET's ability to protect the identities of contact center workers and customers.
Posted May 27, 2020

CX Infinity for Cisco UCCX is a contact center application for digital customer engagements.
Posted May 27, 2020

Integrations provide increased collaboration, voice connectivity, and embedded agent controls.
Posted May 26, 2020

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

Verint brings interaction recording and compliance assurance to Microsoft Teams. (Featured on DestinationCRM.com.)
Posted May 19, 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

Talkdesk CXTalent and Talkdesk Academy link contact center job seekers with companies looking to hire. (Featured on DestinationCRM.com.)
Posted April 28, 2020

An effective RPA project requires full transparency with agents.
Posted April 17, 2020

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

LogMeIn's GoToConnect Support Center brings cloud-based contact center technology to service and support organizations and can be deployed in one day.
Posted April 15, 2020