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Pegasystems Launches Pega Self-Service Advisor
The feature uses artificial intelligence to analyze browsing history, determine a customer's immediate needs, and serve them in the moment.
Scouting Report: Cloud Solutions Are Rising in the Contact Center
Increased reliability, flexibility, and security of solutions make them an increasingly obvious choice
Fake News, Meet Fake Customer Support: Facebook’s “Customer Service Line” Is a Scam
According to research by an NPR reporter, conducting a Google search for "Facebook Customer Service" can lead callers right into the hands of scammers. (Featured on SmartCustomerService.com.)
Avaya Tightens Ties With Salesforce.com’s Service Cloud
Deeper integrations between the vendors' contact center solutions aim to help agents improve customer experience. (Featured on SmartCustomerService.com.)

Viewpoints (Web Exclusives)
Combining unconventional messaging with tenaciousness can double your contact rate.
They're still kids, but they're quickly becoming the ones who will keep your brand relevant.
Increased transparency and an engaged, motivated sales force are among the key benefits.
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CRM Magazine, February 2017
Marketing Needs a Story to Tell
Brand storytelling has become an essential element of company success
How to Avoid Sales Tool Sensory Overload
Companies can benefit from consolidating their most essential sales tools in a seamless digital setting
Customer Reviews Require the Right Response
A smart approach can turn the tide of consumer sentiment
Across the Wire
Capgemini Acquires Idean
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