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.

Published in Research Briefs

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.

Published in Research Briefs
Monday, 04 January 2016 20:48

A Kodak Moment In The Contact Center

Kodak Alaris’ AI foundry delivers artificial intelligence-based solutions for the contact center. 

Thursday, 24 September 2015 12:41

Roy, Gene, Dan, and Me

The B-Western movie heroes' cowboy code emphasized principles that still have value today.