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Verint Debuts AI-Powered Self-Service Capabilities
The new capabilities, including IVAs and chabots, are the first AI rollouts since the company acquired AI technology provider Next IT last year. (Featured on SmartCustomerService.com.)
The Next Step: The CRM Adoption Paradox
CRM systems are stronger and more packed with features than ever, but users aren't always rushing to use them. Here's how one firm changed that.
Video Interview: CRM Evolution Speaker Jeremy Epstein, CEO of Never Stop Marketing
Speaking to conference co-chairs Paul Greenberg and Brent Leary, Jeremy Epstein gives a preview of his CRM Evolution session, titled "Blockchain and the CMO: The Next Era of Marketing."
Salesforce.com Launches Essentials for SMBs
Essentials brings Sales Cloud and Service Cloud capabilities to small businesses.
Vonage Debuts Skills-Based Routing and Real-Time Sentiment Analysis
Offered through Vonage's Nexmo Partner Program and the Vonage API Platform, the new offerings introduce a building-block' approach to implementing contact center technologies. (Featured on SmartCustomerService.com.)
Twilio Introduces Twilio Flex
The fully programmable cloud contact center platform aims to give companies complete control of their contract center experience. (Featured on SmartCustomerService.com.)

Viewpoints (Web Exclusives)
Personalization and new technologies continue to reshape the business landscape. Here are the emerging sales and marketing trends that can help you stay ahead of the competition.
No one has a monopoly on insight. Figuring out the ‘who,' ‘what,' and ‘why' of sales prospecting requires a collaborative approach.
Here's how to keep system integration project management on track.
More Viewpoints...
CRM Magazine, March 2018
Running a Contact Center from the Inside Out
A Q&A with Vince Barsolo, senior vice president of operations at Televerde, which operates contact centers in several women's prisons, giving inmates marketable skills that connect them to a future beyond bars.
Disappearing Content Is Marketing Magic
Platforms like Instagram Stories and Snapchat allow marketers to reach new audiences
Across the Wire
Progress Launches NativeChat
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