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

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.

Published in Research Briefs