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November 16, 2015

CRM Across the Wire
Cloud-Based Contact Center Market to Triple in Five Years
The global market for cloud-based contact centers is expected to surge from its current level of $4.68 billion to $14.71 billion by 2020, according to MarketsandMarkets research. (Featured on SmartCustomerService.com.)
Clarabridge Updates Its CEM Platform
New software release provides faster and deeper insights from customer feedback.
Adobe Launches Audience Marketplace
Adobe Audience Marketplace creates a data exchange platform for first-, second-, and third-party customer data.
NetBase Launches Audience 3D
Netbase Audience 3D harnesses social data to measure marketing campaigns.
Localytics Releases True Impact
Localytics True Impact Helps marketers measure the return on their digital investments.
CRM Featured Articles
Oracle Releases Oracle Knowledge Advanced for Service Cloud
The vendor brings knowledge management capabilities to the cloud to improve customer support interactions.
REAL ROI
Kaybus Puts Knowledge at PlusOne's Fingertips
The contact center operator's agents benefit from up-to-date info
Viewpoints
6 Simple Ways Line-of-Business Users Can Help IT Cut Costs
The answers to these six questions about paper usage can lead to big savings
Five Ways to Build a Customer Service Brand from the Inside Out
Providing the right customer service experience starts with hiring and involves training and listening to and acting on customer feedback. (Featured on SmartCustomerService.com.))
Voice of the Customer
CX Pros Can Make Their Mark
Big challenges—and big opportunities—lay ahead for customer experience professionals



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