Customer emotions have a significant influence on their satisfaction with chatbots, but the technology still can't deliver, the researchers find. (Featured on SpeechTechMag.com.)
Oct 27, 2020
The CXone Fall 2020 release adds business intelligence, biometrics, and advanced analytics. (Featured on DestinationCRM.com.)
Oct 16, 2020
SugarLive is an integration with Amazon Connect voice, chat. and text messaging for omnichannel customer service and support. (Featured on DestinationCRM.com.)
Oct 14, 2020
HGS Pulse provides near-real-time business intelligence with a view into contact center operations and productivity. (Featured on DestinationCRM.com.)
Oct 09, 2020
Growing use of analytics in contact centers to continue for the next six years, the research firm predicts.
Oct 07, 2020
Talkdesk Remote and Talkdesk On The Go are cloud contact center solutions for at-home agents and mobile workforces.
Sep 30, 2020
Companies survived amid the pandemic because their contact centers provided empathy and moved to the cloud, Cyara's CEO said during his company's Cyara Xchange. (Featured on DestinationCRM.com.)
Sep 18, 2020