Research Briefs

Research Briefs

On April 27, 2020, Cisco, of San Jose, CA, announced the general availability of Webex Contact Center Enterprise (CCE), a new cloud contact center solution that provides a path to the cloud for large enterprises. Initially introduced on January 28, 2020, Cisco Webex Contact Center Enterprise is now available for global delivery, directly from Cisco.

On March 3, 2020, Calabrio, of Minneapolis, Minnesota, announced a technology integration with communications platform as a service (CPaaS) provider Twilio, of San Francisco, California. This integration includes Twilio Flex, Twilio’s cloud-based contact center platform. This cloud-to-cloud integration combines Calabrio’s workforce engagement management (WEM) capabilities with Twilio’s contact center as a service (CCaaS) solution.

On October 11, 2019, Cisco, of San Jose, CA, announced that they had completed the acquisition of Salt Lake City, UT-based CloudCherry. CloudCherry is a customer experience management (CEM) company that provides predictive analytics, customer journey mapping, and sophisticated survey capabilities. These advanced capabilities will become a cloud offering available to both Cisco’s premise portfolio customers as well as part of Cisco’s Webex contact Center. CloudCherry is a privately held Cisco Investments portfolio company with the majority of its employees in Bangalore, India.

On November 18, 2019, Verint, of Melville, New York, announced the availability of the newest release of its Workforce Management (WFM) solution. Key aspects of this release involve both scheduling automation and mobility for users at all levels in the contact center.

On October 3, 2019, NICE, of Hoboken, New Jersey, as a cloud-based add-on module to Nexidia Analytics users with cross-channel insights regarding service a remedy customer experience issues as they emerge.

On June 3, 2019, Calabrio, Inc., of Minneapolis, Minnesota, announced that it has acquired Teleopti, the workforce management (WFM) software provider based in Stockholm, Sweden. Founded in 1992, Teleopti today has over 1,000 customers in more than 90 countries worldwide. The company itself has 18 offices in 14 countries around the world. In 2018, the company experienced 100 percent year-on-year growth in the cloud.

Oji Life Lab, of San Francisco, California, was founded in 2018 with the objective of providing soft skills training for organizations of all types and sizes. The company’s initial offering is the Emotion Life Lab, a software-based learning solution designed to improve team and individual performance through the understanding and management of emotional intelligence in the workplace.

On January 2, 2019, Aspect Software, Inc., of Phoenix, Arizona, announced that it has entered into a merger agreement with private equity firm Vector Capital, of San Francisco, California. On the company website, Vector describes itself as a company that partners with management teams to transform and grow established technology businesses.

On December 17, 2018, Verint Systems, Inc. of Melville, NY announced the signing of a definitive agreement to acquire ForeSee of Ann Arbor, MI. Founded in 2001, ForeSee provides voice of the customer (VoC) software that measures and benchmarks VoC data at all touchpoints of the customer journey, Verint expects to add ForeSee’s digital information collection capabilities to Verint’s existing information collection capabilities in the contact center and the branch office. ForeSee is expected to become part of Verint’s omnichannel VoC portfolio and deepen Verint’s capabilities in providing customer service professionals with a unified VoC view across digital, voice, surveys, e-mail, chat, and social media channels. Verint customers will also benefit from ForeSee’s proven methodology that helps companies prioritize customer experience improvements that will have the most impact. The acquisition also includes ForeSee’s extensive database of customer experience benchmarks, gathered across a wide variety of industries since ForeSee’s inception. Verint’s acquisition of ForeSee is expected to lose within a few days. ForeSee is a privately-held company. No financial details of the acquisition are available.

On October 23, 2018, OpenTextTM of Waterloo, ON, Canada, announced the availability of its workforce optimization (WFO) solution, OpenText Qfiniti, to subscribers of Amazon Connect. Amazon Connect is Amazon’s Software as a Service (SaaS) cloud-based contact center service and is available to subscribers through the Amazon Web Services (AWS) Marketplace. The AWS infrastructure is available in 18 geographic regions around the world and has established a reputation as being highly available, fault tolerant, and scalable.