Coordinated Systems, Inc. (CSI) has joined the Talkdesk AppConnect Marketplace. This partnership enables quality management, screen capture and robust Workforce Optimization options for Talkdesk customers. Continue reading CSI’s Virtual Observer Integrates WFO for Talkdesk Environments →

transcosmos inc. and Communication Science Lab, an AI laboratory, have co-developed an AI which auto-judges customer service quality at contact centres. It is an outcome of their machine learning project which started as one of their initiatives to develop next-gen communication centres. After conducting a successful proof-of-concept and gained confidence in applying the AI to core operations of contact centres, transcosmos now aims to make the AI its official service and offer the service in full-scale by the end of FY2018. Continue reading transcosmos Develops an AI Which Auto-judges Customer Service Quality at Contact Centres →

TeamViewer®, a leading global software provider for IoT, connectivity, monitoring, support and team collaboration announced that it has integrated with Zendesk Chat to provide remote support sessions on a wide variety of customer devices. Zendesk, Inc. is a company that makes software to help organizations build the best customer experiences. Continue reading TeamViewer Integrates with Zendesk Chat →

NICE announced that Forrester Research has ranked NICE Nexidia as a ‘Leader’ in its ‘The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018’ report. Of the ten criteria analyzed by the analyst firm, NICE Nexidia achieved a designation of ‘Differentiated’ in six criteria, namely language models, conversational analytics, business insights, tooling and ease of use, product road map and market approach. Continue reading NICE Nexidia Recognized as a Leader in AI-Fueled Speech Analytics Solutions Report →

Verint®, The Customer Engagement Company™ announced that it has again been recognized for its leadership in Workforce Engagement™ solutions. In new research from DMG Consulting LLC, the company is cited as a Workforce Optimization market share leader in the 2018 Contact Center Workforce Optimization (WFO) Market Share Report, which analyzes market share for the 39 worldwide WFO vendors in 2017. Continue reading Verint Recognized as Market Share Leader in Workforce Optimization and Recording Solutions →

InMoment announced the seamless addition of advanced mobile voice and image curation and analysis capabilities to its growing suite of interactive feedback modalities, which also include video, the pioneering AI-powered conversation engine Active Listening™, as well as traditional mobile app, voice, and web. Continue reading InMoment Transforms Surveys into Intelligent Conversations with AI-driven Multimedia Feedback →