Analytics

8x8 has added more personalized, conversational AI self-service in its Intelligent Customer Assistant.
Posted October 18, 2024

LivePerson has added several AI and analytics offerings to its contact center portfolio.
Posted October 15, 2024

Mitel Interaction Recording Insights AI analyzes customer communication data to boost quality management and compliance.
Posted October 11, 2024

Intercom's new Fin 2 AI agent supports new channels, data sources, interaction types, and more.
Posted October 10, 2024

The latest updates to Amazon Connect can now make recommendations to agents based on the customer's data.
Posted October 08, 2024

Broadvoice Advanced Analytics uses AI for enhanced reporting and journey management. (Featured on DestinationCRM.com.)
Posted October 08, 2024

Glia's Unified Interactions Index Calculator provides a guided digital process for banks and credit unions to benchmark and evaluate the impact of service interactions. (Featured on DestinationCRM.com.)
Posted October 08, 2024

CallMiner's AI framework adds automation to the analytics process. (Featured on DestinationCRM.com.)
Posted October 08, 2024

SupportLogic's Voice Connect and Expand products bring insight into customer signals. (Featured on DestinationCRM.com.)
Posted October 08, 2024

boost.ai's CX Insights enable an automatic review and deeper analysis of every customer interaction with virtual agents. (Featured on DestinationCRM.com.)
Posted October 08, 2024

Verint's bots have been integrated into the Avaya Experience Platform.
Posted October 01, 2024

A sectional approach to text analytics is one of the most important advances in the field in the past 10 years.
Posted September 30, 2024

SuccessKPI's new WFM leverages AI for precise traffic forecasting and staffing.
Posted September 24, 2024

Natterbox's AI Call Coaching harnesses generative AI to turn calls into coaching opportunities. (Featured on DestinationCRM.com.)
Posted September 17, 2024

Verified Market Research expects the contact center market to almost triple in six years.
Posted August 27, 2024

Powered by generative AI, Yellow.ai's Analyze feature improves bot interactions with conversational insights and advanced self-learning.
Posted August 13, 2024

Calabrio has expanded its call recording and compliance management for Cisco's Webex Calling and Contact Center.
Posted August 09, 2024

The new Five9 Genius AI process helps companies deliver fully customizable artificial intelligence-elevated customer experiences across the customer journey.
Posted August 09, 2024

AI innovations mean interaction analytics can provide more actionable insights. (Featured on SpeechTechMag.com.)
Posted August 06, 2024

Calabrio's and Five9's integration brings real-time audio and metadata streaming to contact centers.
Posted July 31, 2024

Conversational intelligence empowers businesses to stand out from the crowd by fostering deeper customer engagement and streamlining operations.
Posted July 15, 2024

New and enhanced capabilities include automated follow-up actions and summarization editing.
Posted July 15, 2024

IntelePeer SmartCommunicator brings contact center functionality to Microsoft Teams.
Posted July 12, 2024

InMoment's newest Conversation Intelligence features help companies unlock insights from contact center conversations using AI, NLP, and LLM and integrate contact center data from chats, emails and calls with other feedback channels.
Posted June 25, 2024

Humach's mAI Pilot is a real-time conversational intelligence platform for contact centers.
Posted June 25, 2024

Barry Cooper sat down with CRM magazine writer Phillip Britt at the recent NICE Interactions conference in Las Vegas for a one-on-one interview. (Featured on DestinationCRM.com.)
Posted June 18, 2024

NICE has hailed cloud, digital, and AI technologies as transformative and proved it with the release of CXone Mpower and 1CX unified platforms at its annual Interactions event. (Featured on DestinationCRM.com.)
Posted June 12, 2024

Cisco's new Webex Contact Center features expand the platform's extensibility, scoring, and AI Assistant capabilities.
Posted June 05, 2024

New genAI enhancements to Real-Time AI and Post-Interaction AI help contact center leaders with configurability and implementation.
Posted June 05, 2024

Talkdesk Navigator and mood insights give companies access to generative artificial intelligence capabilities to hyper-personalize customer experiences.
Posted June 04, 2024

Microsoft Dynamics 365 Contact Center is a Copilot-first cloud contact center platform.
Posted June 04, 2024

Startek Generative AI equips agents to address customer needs.
Posted May 21, 2024

Atento AI Studio is a comprehensive AI platform to elevate customer experience and efficiency.
Posted May 21, 2024

Sabio's Wellbeing Companion aims to boost contact center agent well-being and performance through artificial intelligence, analytics, and human insight.
Posted May 21, 2024

LGBTQ Hotline, HSBC, and Coca-Cola all have big plans for Genesys' contact center solutions.
Posted May 15, 2024

Enhancements to the Avaya Experience Platform leverage artificial intelligence, analytics, and integration partnerships to streamline operations.
Posted May 15, 2024

Calabrio's Workforce Management contact center software integrates with Avaya Experience Platform Public Cloud.
Posted May 15, 2024

Genesys is expanding Genesys Cloud with more empathetic, intuitive AI for orchestrating customer journeys.
Posted May 14, 2024

Coveo's partnership with Genesys will empower contact center agents with AI search, recommendations, and generative answering.
Posted May 14, 2024

Intradiem's Machine Learning Burnout and Attrition Indicator can predict agent burnout while supporting well-being in contact centers.
Posted May 07, 2024

Insights is a new AI-powered contact center business intelligence tool from Calabrio.
Posted May 07, 2024

Technavio says the growth of emotion analytics will fuel the speech industry's surge. (Featured on SpeechTechMag.com.)
Posted April 30, 2024

Recent platform additions include 8x8 Engage, 8x8 Operator Connect for deeper integration with Microsoft Teams, and new bulk messaging for outbound customer engagement.
Posted April 26, 2024

Calabrio's Bot Analytics provides access to all transcripts with more than 200 metrics organized for discovery and analysis.
Posted April 17, 2024

Cresta's new behavior detection with AI intents empower organizations to improve agent performance and efficiency. (Featured on DestinationCRM.com.)
Posted April 09, 2024

NICE's latest Enlighten Copilot version drives personalized employee augmentation for agents, supervisors, and CX leaders.
Posted March 26, 2024

The latest version of Amelia's conversational AI platform combines generative and deterministic AI to deliver reliable digital experiences.
Posted March 25, 2024

NICE's Enlighten XM leverages unique LLM deep data memory to drive hyper-personalized customer journeys.
Posted March 25, 2024

CallMiner has added AI Classifiers, Semantic Search, and CallMiner GPT.
Posted March 25, 2024

Uniphore's new U-Analyze platform combines data and artificial intelligence to help companies improve customer experiences and agent performance. (Featured on DestinationCRM.com.)
Posted March 21, 2024

Connect with SCS



Email Newsletter

Receive customer service news, trends, and analysis, plus expert advice.
Periodically, get important offers from SmartCustomerService.com or our advertising partners.

Best Practices

More Best Practices

Webinars

More Webinars

Content Library

More Content Library