Luminoso, the natural language company that provides AI-powered customer insights, announced Score Drivers, a machine learning-powered solution to help companies intelligently automate the process of finding drivers in qualitative and quantitative feedback from their customers and employees. Continue reading Luminoso Launches Score Drivers for Analyzing Mixed Datasets of Customer and Employee Feedback →

Appian announced the next release of its low-code platform, making it easier than ever to build powerful enterprise applications up to 20x faster. The new version accelerates development and expands low-code/no-code platform capabilities in a number of key areas, including integration, robotic process automation (RPA), interface design, enterprise mobility, and customer engagement. Continue reading Appian Unveils Latest Version of the Appian Platform →

Today (March 4th 2019), Edify makes its official debut as the newest innovator in cloud-based customer experience solutions. Launched by customer experience and contact centre veterans Cameron Weeks and Bracken Fields, Edify was created to solve a critical problem facing organizations today—they lack the technology needed to meet the demanding needs of modern omni-channel customers and the agents who serve them. Continue reading Veteran Cloud Customer Experience Leaders Launch New Venture—Edify →

ClickSoftware, a leading provider of field service management software shared a series of recent accomplishments as it extended its category leadership across key verticals. Click achieved four record quarters on top and bottom line, a record number of customer wins, and more than 100 percent growth in bookings from Click’s cloud-based platform, Click Field Service Edge. Continue reading ClickSoftware Starts 2019 on the Back of an Exceptional Year with Industry Accolades, Customer Wins and Record Revenue →

Talkdesk, the cloud contact centre for innovative enterprises announced its Enterprise Contact Center Winter 19 release. With this release, Talkdesk continues to extend its leadership in customer experience innovation, building on the ability for contact centres to provide a personalized, context-driven experience in every conversation, no matter the channel or device. Continue reading Talkdesk Amplifies Experience Innovation for Enterprise Contact Centres →

NICEannounced that it has been recognized by DMG Consulting LLC, a leading independent research and consulting firm, as the Contact Center Workforce Optimization (WFO) market share leader for first half 2018 with a 40.0 percent share of the market. NICE Contact Center WFO has a lead over the nearest competitor by more than six percentage points of market share. Continue reading NICE Named Market Share Leader for Contact Center Workforce Optimization in DMG Consulting Report →