Voice of the Customer

Mutual customers can now access Five9 Intelligent CX Platform embedded with BT's global voice and data services.
Posted May 05, 2023

Ringover has launched an AI conversation intelligence platform for sales and customer service. (Featured on DestinationCRM.com.)
Posted May 04, 2023

AmazonChime SDK Call Analytics provides real-time voice tone analysis and speaker search.
Posted March 27, 2023

InMoment's ChatGPT addition brings generative capabilities to customer feedback.
Posted March 23, 2023

Eventus becomes a Verint value-added reseleer, bringing Verint's Digital-First Engagement solutions to customers worldwide.
Posted March 23, 2023

Sprinklr's latest release includes 120 customer service and 25 AI innovations.
Posted March 22, 2023

By integrating with SAP CRM Sales and SAP CRM Service Manager, 3CLogic delivers cloud contact center capabilities to enhance customer engagements while optimizing business workflows and operations.
Posted March 22, 2023

MarketsandMarkets eyes 21.6 percent annual growth driven by cloud deployments and integration service needs.
Posted March 21, 2023

Carahsoft will distribute Verint's customer engagement solutions to the public sector. (Featured on DestinationCRM.com.)
Posted March 17, 2023

On Day 2 of Qualtrics's X4 event, the company unveils integrations with three customer care technology providers. (Featured on DestinationCRM.com.)
Posted March 09, 2023

Qualtrics new frontline customer service solutions provide automated coaching and performance analytics.
Posted March 08, 2023

Winter 2023 release adds advanced personalization, reporting, and privacy capabilities.
Posted February 07, 2023

GoTo Customer Engagement provides customer communication with two-way digital channels, including SMS campaigns, webchat, and social media.
Posted February 07, 2023

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