Voice of the Customer

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

The Alida CXM & Insights Platform has been enhanced to collect and act on customer feedback in near real-time. (Featured on DestinationCRM.com.)
Posted April 27, 2021

Calabrio CXI expands the voice-of-the-customer business insights available throughout companies.
Posted April 21, 2021

Collaboration unites Talkdesk's cloud contact center solutions with Alorica's execution and performance management capabilities, including its work-at-home solution, Alorica Anywhere.
Posted March 17, 2021

Combining Confirmit and FocusVision will accelerate growth and innovation in customer insights.
Posted January 07, 2021

SupportLogic captures real-time voice of the customer data and sentiment without surveys.
Posted December 08, 2020

The partnership combines contact center analytics with domain expertise. (Featured on DestinationCRM.com.)
Posted November 18, 2020

The combination of Medallia Experience Cloud and Oracle CX Service delivers deep insights for superior customer service. (Featured on DestinationCRM.com.)
Posted November 17, 2020

Clarabridge's Fall 2020 release includes a new Automated Narratives feature to produce call summaries. (Featured on DestinationCRM.com.)
Posted October 27, 2020

Clarabridge has linked its omnichannel, AI-powered text analytics with Microsoft Dynamics 365 Customer Voice and Dynamics 365. (Featured on DestinationCRM.com.)
Posted October 15, 2020

The alliance broadens SKWeston's portfolio with Intradiem's on-demand contact center automation solutions.
Posted October 14, 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

Call Journey's Data Bridge is a voice data visualization feature.
Posted October 07, 2020

Service Experience Quickstart for ServiceNow helps companies capture and act on customer feedback in ServiceNow CSM.
Posted August 28, 2020

New features in Invoca's Summer 2020 Release allow companies to extract and apply more insights from conversational data. (Featured on DestinationCRM.com.)
Posted July 27, 2020

Astute adds voice of the customer capabilities to its customer experience solutions with its acquisition of iperceptions.
Posted July 20, 2020

Medallia is bringing speech analytics into Medallia Experience Cloud, it announced at an online event today. (Featured on DestinationCRM.com.)
Posted May 13, 2020

Inflow is adding Call Journey's artificial intelligence-powered Conversation Analytics to its Voice of the Customer capabilities.
Posted March 09, 2020

IgniteTEK's speech analytics solution has been optimized for ready integration with solutions available in AWS Marketplace. (Featured on DestinationCRM.com.)
Posted February 21, 2020

Interactive Northwest's configurable survey and forms application for customer feedback is compatible with Avaya IX Contact Center solutions.
Posted December 11, 2019

Successful customer feedback programs programs should include solicited and unsolicited comments across channels.
Posted December 10, 2019

AWS Contact Lens helps businesses identify customer issues and trends, search call and chat transcripts, and improve agent performance.
Posted December 04, 2019

Online communities can be the key to richer customer success, but they need to be active. Here are a few ideas to help make that a reality.
Posted October 29, 2019

NICE inContact's latest innovation advances CXone Agent for Salesforce with digital channel elevation and enhanced agent experience.
Posted October 29, 2019

Speakeasy AI's Nerv delivers dynamic audio machine learning that creates tailored language models based on voice of the customer data. (Featured on DestinationCRM.com.)
Posted October 22, 2019

Stratifyd and Anexinet together will offer implementation services for an artificial intelligence-powered customer analytics platform
Posted October 09, 2019

Insights from 75 million issues & 71 million bot interactions reveal how automation trends are driving customer service forward. Download this report to learn about the impact of customer service bots on standard contact center KPIs.
Posted October 01, 2019

Daylight Express' natural language understanding powers customer feedback analytics.
Posted September 18, 2019

FeedbackNow is a real-time customer experience analytics solution. (Featured on DestinationCRM.com.)
Posted September 09, 2019