Voice of the Customer

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

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

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

LivePerson Conversation Orchestration and Voice-to-Digital transformation solutions will debut soon. (Featured on DestinationCRM.com.)
Posted May 16, 2024

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

Avaya and LivePerson have integrated their product, go-to-market, and services to provide a unified, omnichannel suite for customers with on-premises, hybrid, or cloud contact centers.
Posted May 13, 2024

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

Five9's enhanced Zendesk integrations unify the agent workspace.
Posted April 11, 2024

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

Talkdesk integrates Verint's advanced, automated workforce management capabilities powered by artificial intelligence into Talkdesk CX Cloud.
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

Five9 customers now have access to SuccessKPI's contact center intelligence for agents, supervisors and executives, from speech and text analytics to complete BI and reporting.
Posted March 20, 2024

Enghouse's EnghouseAI Suite seeks to enhance contact center agent productivity and deliver insights.
Posted March 04, 2024

Glia's Unified Interaction Management eliminates disjointed experiences for contact center staff and customers.
Posted February 06, 2024

3CLogic's partnership with Medallia will allow it to extend its conversational AI and sentiment analytics capabilities.
Posted January 19, 2024

CFO and COO Efrem Ainsley steps up to succeed Ross Wainwright as Alida's CEO
Posted January 09, 2024

HGS Agent X helps contact center agents with AI to turn conversations into data and extract insights.
Posted December 21, 2023

Salesforce Service Intelligence provides AI-powered insights into customer service interactions with Service Cloud.
Posted November 16, 2023

Cresta has added generative AI to Cresta Outcome Insights, Cresta Knowledge Assist, and Cresta Opera.
Posted November 07, 2023

Marchex's new features empower companies in verticals such as automotive, home services, healthcare, and others to extract actionable data from customer conversations. (Featured on DestinationCRM.com.)
Posted November 07, 2023

LivePerson's Conversational Intelligence Suite includes AI-powered Analytics Studio, Generative Insights, and Report Center. (Featured on DestinationCRM.com.)
Posted November 02, 2023

Emplifi updated its Influencers, UGC, Care, and Agent platforms in the Fall 23 release. (Featured on DestinationCRM.com.)
Posted November 01, 2023

8x8 XCAAS platform enhancements include AI-powered voice conversational self-service capabilities, video customer engagement, deeper Microsoft Teams integrations, and new meeting capabilities.
Posted October 26, 2023

SAP is adding generative artificial intelligence across its Customer Experience portfolio. (Featured on DestinationCRM.com.)
Posted October 25, 2023

With Invoca's Signal AI enhancements, companies can now train AI models faster and achieve immediate value and insights from customer conversations. (Featured on DestinationCRM.com.)
Posted October 17, 2023

Partner engagements are increasing as companies aggressively adopt AI, analytics, cloud migration, according to ISG's Provider Lens report.
Posted September 27, 2023

NICE's CXone Summer 2023 Release includes Microsoft Azure support, Integration Hub, and Supervisor capabilities powered by Enlighten AI to streamline workflows across digital and voice interactions.
Posted September 20, 2023

New technologies are transforming the way that call centers operate, but they need to be balanced carefully with high-value, human-to-human customer interactions.
Posted September 19, 2023

GoTo Contact Center AI Chat Analysis is an artificial intelligence-powered sentiment analysis and chat summary tool.
Posted August 30, 2023

Partnership integrates Luminoso's Daylight artificial intelligence-driven text analytics solution with Minerva CQ's real-time agent assist platform. (Featured on DestinationCRM.com.)
Posted July 20, 2023

New features in Quantum Metric's Atlas hasten insight discovery, increase visibility, and incorporate offline data to empower users based on role and use case. (Featured on DestinationCRM.com.)
Posted July 20, 2023

Partnership embeds eGain's knowledge and digital capabilities into the Talkdesk Agent Workspace. (Featured on DestinationCRM.com.)
Posted July 20, 2023

Qualtrics' XM/os2 is the next generation of its platform fully enabled with AI. (Featured on DestinationCRM.com.)
Posted July 19, 2023

IrisCX's Session Score is a real-time customer satisfaction measurement tool for contact centers.
Posted July 13, 2023

FedRAMP authorization enables government agencies to use Genesys Cloud CX.
Posted July 06, 2023

Alorica IQ helps companies meet demand for digitally led customer interactions.
Posted June 20, 2023

Cyara's acquisition of CentraCX brings insights from customer feedback to its CX transformation solutions.
Posted June 20, 2023

Verint opened its Engage user conference with the launch of Engagement Data Insights, Enterprise Experience Management, Open Contact Center as a Service (Open CCaaS), and new DaVinci AI capabilities. (Featured on DestinationCRM.com.)
Posted June 13, 2023

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