Voice of the Customer

InteractiveTel rebrands as TotalCX to emphasize its focus on the customer experience in the automotive industry.
Posted January 04, 2023

Integration between Glia and Jack Henry allows financial institutions to transform customer service within the digital domain. (Featured on DestinationCRM.com.)
Posted December 13, 2022

Salesforce Contact Center blends automation, intelligence, and real-time data.
Posted October 26, 2022

Pega Infinity 8.8 includes enhancements to Pega Platform, Pega Customer Decision Hub, and Pega Customer Service. (Featured on DestinationCRM.com.)
Posted October 19, 2022

New Managed Libraries and Recommendations features allow businesses to begin industry-specific tracking of conversations out of the box. (Featured on SpeechTechMag.com.)
Posted October 18, 2022

Sprinklr's CXM demonstrates compliance with government security and infrastructure standards. (Featured on DestinationCRM.com.)
Posted October 18, 2022

FMI expects the worldwide contact center software market to grow at a rate of 10.8 percent for the next seven years and on-premises solutions to continue their dominance.
Posted October 17, 2022

Unifonic expands its product portfolio and geographic reach with Sestek acquisition. (Featured on SpeechTechMag.com.)
Posted October 14, 2022

3CLogic releases a voice and SMS solution for SAP Service Cloud. (Featured on DestinationCRM.com.)
Posted October 13, 2022

Medallia's new Salesforce integration seamlessly triggers real-time, post-interaction surveys from Service Cloud.
Posted September 21, 2022

CRM magazine reveals its top five picks in 11 categories across customer service, marketing, and sales. (Featured on DestinationCRM.com.)
Posted September 07, 2022

To meet today's customer expectations, businesses must adapt voice of customer (VoC) methodologies, embracing technology and improving the customer experience.
Posted August 30, 2022

Yosh.AI can now offer and deploy UJET and Google Cloud contact center solutions.
Posted August 25, 2022

Customer insights can be the key to improving contact center and company operations.
Posted August 18, 2022

Growth in the customer insights and feedback market is being fueled by digital transformation and artificial intelligence adoption, according to Dash Research. (Featured on DestinationCRM.com.)
Posted June 29, 2022

Qualtrics Embedded Insights gives a unified view of employee and customer experience and operational data.
Posted June 23, 2022

Verint execs introduced Verint's One Workforce and Total Quality approaches at its Engage 2022 Conference. (Featured on DestinationCRM.com.)
Posted June 14, 2022

Integration brings Qualtrics' speech and text analytics into SAP's Service Cloud to help organizations understand the sentiment, emotion, and effort behind every customer interaction. (Featured on DestinationCRM.com.)
Posted May 10, 2022

Sprinklr connects its Modern Care solution with Amazon Connect.
Posted April 26, 2022

Instreamatic's Speaky is a voice AI platform for customer feedback and real-time sentiment analysis. (Featured on SpeechTechMag.com.)
Posted April 15, 2022

NICE and Deutsche Telekom Global Business partner to bring CXone to companies across Europe. (Featured on DestinationCRM.com.)
Posted April 13, 2022

VHT has rebranded Survey Dynamix to bring it in line with the rest of its Mindful portfolio. (Featured on DestinationCRM.com.)
Posted March 25, 2022

Intercom has added Surveys and Switch to its Engagement OS.
Posted March 23, 2022

Integration allows Cresta customers to connect into the Five9 customer engagement platform and Five9 customers to implement Cresta's real-time intelligence layer.
Posted March 18, 2022

Companies need to supplement traditional surveys with speech and text analytics
Posted February 10, 2022

Press Ganey will be able to uncover deeper insights for clients with Forsta's Human Experience (HX) technology. (Featured on DestinationCRM.com.)
Posted February 08, 2022

The Great Resignation can be mitigated by listening to customers and employees to pinpoint areas where workplace culture is less than ideal.
Posted December 28, 2021

Medallia's partnership with Snappy Gifts helps customers and companies reward customer service agents.
Posted December 23, 2021

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

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

Zendesk is acquiring Momentive and its SurveyMonkey platform in a stock transaction worth about $4 billion. (Featured on DestinationCRM.com.)
Posted October 29, 2021

VHT's acquisition of Survey Dynamix enhances VHT's Mindful customer callback capabilities by adding real-time customer surveys to its suite of customer experience (CX) services. (Featured on DestinationCRM.com.)
Posted October 14, 2021

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

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

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

SKEEPERS' CX Management helps companies streamline customer feedback processes. (Featured on DestinationCRM.com.)
Posted September 03, 2021

The American Customer Satisfaction Index held steady after a long period of decline, but the lack of upward movement is cause for concern. (Featured on DestinationCRM.com.)
Posted August 20, 2021

Splice's redesigned Thrive platform helps companies collect and act on customer feedback.
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

Investment firm Thoma Bravo has acquired Medallia for $6.4 billion. (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

Net Promoter Score by itself is not a metric to be used to change agent behavior or for process improvements.
Posted July 01, 2021

Clara will search across all customer feedback and interaction sources to give needed insights.
Posted June 30, 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

NICE Enlighten AI Feedback brings the Enlighten AI engine to Satmetrix Voice of the Customer
Posted June 16, 2021

Cisco features make it possible for employees to collaborate and communicate from anywhere. (Featured on DestinationCRM.com.)
Posted June 08, 2021

Text analytics turns structured and unstructured feedback into actionable insights with real business benefits.
Posted June 08, 2021

Slalom and Alida will together support companies in enhancing customer experience through listening, interpreting, and acting on customer feedback.
Posted May 17, 2021

Qualtrics Command Center taps into customer feedback and interaction analytics. (Featured on DestinationCRM.com.)
Posted April 30, 2021