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June 29, 2015

Case Studies
SmartyPants Vitamins Boosts Engagement, and Gets Pharrell’s Attention, with People Pattern
The social intelligence tool triples a multivitamin start-up's Twitter audience
CRM Across the Wire
DialogTech Releases DialogTech for Mobile Marketing
New solution provides marketers with attribution and real-time control for callers from mobile advertising sources such as Google, Facebook, Twitter, YouTube, display, and more.
Hybris Partners with Google Analytics
Partnership enables hybris customers to implement and enhance optimization and reporting capabilities across their environments.
Collab Partners with Jacada to Power Agent Scripting Offering
Jacada solutions are now available through European multimedia contact center provider Collab.
Lattice Engines Adds HG Data's Installed Technology Datasets
Lattice Engines adds HG's global dataset of installed technologie to its predictive B2B sales and marketing platform.
NewVoiceMedia Strengthens ContactWorld for Sales Solution
NewVoiceMedia's latest release is set to help global sales teams boost success and productivity.
Swrve Introduces Predictive Marketing Suite
Swrve's latest offering uses behavioral data to empower marketers to send relevant and timely push notifications.
CRM Featured Articles
New Start-Up Talkdesk Promises to Create a Call Center in Five Minutes
In a crowded market, the vendor attempts to differentiate itself with speed and solid caller ID functionality. (Featured on SmartCustomerService.com.)
Customers Still Have to Channel-Hop to Fix Woes, a New Study Finds
While customers are increasingly contacting customer service in multiple channels, many companies remain unsure of implementation, especially when it comes to the social media channel. (Featured on SmartCustomerService.com.)
Salesforce Launches Service for Apps for Service Cloud
Embedded assistance tools will allow service reps to help customers from within an application.
Required Reading: The Wallet Allocation Rule Is a Better Metric for Businesses
Net Promoter and satisfaction scores paint an incomplete picture
4 Customer Service Trends That Will Impact the Contact Center
Customer service is at a pivotal point. Business as usual is not satisfactory for customers. The following trends are going to play an increasingly important role in contact centers during the next few years. (Featured on SmartCustomerService.com.)
Don't Settle for a Point Product—Invest in a Platform
Think you need just one sales tool? Think again. As your business evolves, so will your software needs.

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