Research Briefs

Research Briefs

On July 31, 2017, NICE, of Hoboken, NJ, announced the launch of NICE inContact CXone™, engineered from the ground-up to provide the global contact center industry with a cloud platform that provides extensive native functionality along with hundreds of APIs that support integration with partner solutions as well as customer-specific extensions. Capabilities inherent in the platform include omni-channel routing, workforce optimization (WFO), analytics, robotic automation, and artificial intelligence (AI).

On July 19, 2017, Verint® Systems, Inc., of Melville, NY, introduced Knowledge Management Professional. Knowledge Management Professional represents Verint’s expansion of its knowledge management solution to include contact centers of all sizes, including the small-to-medium sized business, and joins Verint’s Knowledge Management Enterprise as part of Verint’s Employee Engagement suite and broader Customer Engagement Portfolio.

On April 4, 2017, Calabrio, of Minneapolis, MN, acquired Vancouver, Canada-based Symmetrics, a provider of business intelligence (BI) solutions that bring together contact center data and enterprise data.

On March 30, 2017, NICE of Hoboken, NJ, announced a suite of enhancements to the NICE Robotic Process Automation (RPA) solution. With over 500,000 robots deployed at 400 customers, NICE continues to invest in features and functionality designed to address customers’ evolving needs and demands.

On March 27, 2017, Cisco Systems of San Jose, CA, introduced several new solutions built upon the Cisco Spark platform. Among these new innovations is Cisco Spark care, designed to enable help desks and small teams provide customer care to both internal and external customers using web chat and callback.

On January 10, 2017, NICE of Hoboken, NJ introduced Nexidia Analytics, its next generation of Interactions Analytics that is platform-agnostic and brings together both audio and text indexing, search, analysis, and language modeling in a single solution. The shared architecture of Nexidia Analytics eliminates siloed analytics applications and databases for each interaction type. It also offers a single, uniform administration and analysis toolset for all interaction types including calls, chats, e-mails and surveys.

On June 22, 2016, Calabrio, of Minneapolis, MN, announced a strategic partnership with cloud contact center provider Five9 of San Ramon, CA. The terms of the partnership provide for Five9 to OEM Calabrio’s workforce optimization (WFO) software and for Calabrio to sell the entire end-to-end Five9 Cloud Contact Center suite as part of its contact center solutions suite.

On July 20, 2016, Verint® Systems of Melville, NY, announced Verint Robotic Process Automation™, the company’s entrée into the use of software robots to automate, manage and execute high volumes of routine tasks in the contact center and back office, which shape the customer experience. Organizations deploying Verint Robotic Process Automation can significantly reduce manual processing of repetitive and routine tasks, improving the quality and consistency of transactions while freeing employees to address higher-value customer-facing activities.