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July 15, 2015

Case Studies
New IVR Lets Eatery Group Net More Phone Calls—and Business
DialogTech helps Hogsalt capture $75,000 in additional revenue per month
CRM Across the Wire
Wix Integrates ShoutOut with Facebook Advertising
The integration helps companies launch and mange Facebook advertising campaigns by automatically repurposing content from Wix's newsletter product.
OnviSource Partners with Social Strategy1
The deal integrates social media with OnviSource's Omni Channel voice of the customer and contact center workforce optimization solutions.
SocialCentiv Launches Suggested Replies for Twitter
Social Replies offers suggested responses to customers who reach out to companies on Twitter.
Merkle to Adopt Google's DoubleClick
Merkle will make Google's integrated marketing intelligence platform available to its customers.
CRM Featured Articles
10 Ways Amazon Has Changed Customer Service in 20 Years
In two decades, Amazon has entirely transformed consumer expectations. (Featured on SmartCustomerService.com.)
Groupe Acticall to Acquire Sitel
French firm acquires the U.S. contact center outsourcing firm.
Customer Experience
From the CRM Trenches: A 30-Year Perspective
Technology has changed everything but this: People are still the name of the game
How to Solve the Customer Experience Puzzle
You can't do a jigsaw puzzle without the box; likewise, you can't satisfy today's omnichannel customer without a sound strategy.

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