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May 23, 2016

Case Studies
Ritani Crafts Finer Customer Service with NewVoiceMedia
The luxury jewelry maker's new solution helps the contact center double as a ‘sales center'
CRM Across the Wire
Zappix Integrates Its Visual IVR with Salesforce.com
Integration of Visual IVR with Salesforce.com's customer service platform offers users more information access. (Featured on SmartCustomerService.com.)
Marchex Integrates with Adobe Media Optimizer
Marchex And Adobe Media Optimizer deliver real-time insights to search marketers for all keywords.
Melissa Data Advances Data Quality in Microsoft Dynamics CRM
Melissa Data has integrated its Personator ID verification into Microsoft's CRM solution
Sprinklr Integrates with IBM Marketing Cloud
Sprinklr connects its Experience Cloud to IBM Marketing Cloud and Universal Behavior Exchange.
Zendesk Powers Customer Engagement in Google Play
With Zendesk's integration into Google Play, companies can respond to customer reviews right through Zendesk.
Verint Upgrades Telligent Community
Advancements to Telligent Community simplify information sharing and organization of knowledge and content.
CRM Featured Articles
NICE Acquires inContact
The deal adds cloud and contact center infrastructure technology to NICE's portfolio. (Featured on SmartCustomerService.com.)
Xactly Sharpens its Sales Performance Management Tool Set
The enhancements enable managers to coach their sales reps in alignment with company goals, and adjust compensation plans according to industry best practices.
SAP Expands Its Analytics Capabilities
SAP is adding more predictive and machine learning capabilities and unifying its analytics solutions under the BusinessObjects brand.
SuiteWorld 2016: NetSuite Launches SuiteBilling
The new cloud-based order and billing solution headlines a day of product announcements, including updates to OneWorld and Intelligent Order Management.
Amplify 2016: IBM Introduces New Cognitive Computing Tools to Accelerate Customer Engagement
Executives stress that enhanced technologies can learn over time and work to uncover insights that drive richer customer experiences.
Stimulate Lead Volume by at Least 10 Percent with Click-to-Call
Mobile search advertising with click-to-call is key for digital marketing
4 Ways Analytics Can Transform Your Contact Center
Analytics is proving critical for organizations to measure the impact of contact center investment on agent performance, the customer experience, and overall operation. (Featured on SmartCustomerService.com.)
The Theory of Customer Service and Balancing Out the Information Advantage
An information balance of zero constitutes a state where neither the business nor the customer has a need to reach out to each other. (Featured on SmartCustomerService.com.)

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