CRM Featured Articles

SAP Launches Customer Data Platform

SAP highlights CX's importance within the company, but data will be the key moving forward, CEO says during virtual event.

Adobe Adds AI Customer Experience Capabilities to Intelligent Services

Adobe is introducing Content and Commerce AI and Real-time CDP as part of its Intelligent Services.

HGS Launches HGS Pulse Contact Center Analytics

HGS Pulse provides near-real-time business intelligence with a view into contact center operations and productivity.

Contact Center Analytics Market to Reach $2.66 Billion by 2026, Grand View Research Finds

Growing use of analytics in contact centers to continue for the next six years, the research firm predicts. (Featured on SmartCustomerService.com.)

Microsoft Updates Dynamics 365 Customer Insights

Updates to Microsoft's customer data platform include new integrations, analytics, and data governance and protection capabilities.

Oracle Updates Unity Customer Data Platform and Integrates with Zoom and Sprinklr

New integrations bring additional data management, video, and social media capabilities to Oracle Unity and Fusion CX platforms.

Salesforce Introduces Digital 360

Salesforce's new Digital 360 delivers new technology, services and learning that help digital leaders create connected, personalized experiences across marketing, commerce, and more.

Microsoft Previews Power Platform and Dynamics 365 Updates at Microsoft Ignite

Updates to Microsoft's Power and Dynamics platforms include a series of integrations with other Microsoft products.

CX Becomes Essential as Contact Centers Become the Face of the Company

Companies survived amid the pandemic because their contact centers provided empathy and moved to the cloud, Cyara's CEO said during his company's Cyara Xchange.

Pandemic Challenges Companies to Master Customer Signals, Oracle Execs Say at Cloud CX Virtual Summit

Companies need to clean up their data to better serve customers during the crisis, Oracle leaders said at the company's online event today.

Pandemic Highlights Data's Importance, NICE Interactions Day 2 Speakers Contend

The pandemic has offered businesses a chance to reexamine their contact center and data processes, event panelists discuss. (Featured on SmartCustomerService.com.)

NICE Event Highlights Critical Nature of Contact Centers During Pandemic

With the pandemic, extreme workforce agility has become the new normal, NICE Interactions virtual event speakers contend. (Featured on SmartCustomerService.com.)

Sitel Group Launches EXP+

EXP+ combines advanced technology and analytics in integrated and vertical-specific solutions. (Featured on SmartCustomerService.com.)

Salesforce Introduces New Field Service Capabilities

Appointment scheduling, artificial intelligence-driven guidance for dispatchers, asset performance insights, and automated customer communications round out the additions to Salesforce Field Service.

Marketing Still Needs to Adapt Messages, Speakers Contend

As marketers and salespeople continue to work remotely, they need to tailor messaging and interactions, panelists agreed on an ABM webcast today.

SugarCRM Acquires Node

Sugar's acquisition of Node brings predictive analytics to its CX platform.

AWS Launches Contact Center Intelligence

Amazon Web Services' Contact Center Intelligence is making it possible for companies to build and deploy AI into contact center workflows. (Featured on SmartCustomerService.com.)

Genesys Launches Engage Multicloud Architecture

Genesys Engage Multicloud offers users a choice of cloud providers, deployment models, integrations, and system capabilities. (Featured on SmartCustomerService.com.)

Adobe Adds Data Governance to Its Real-time Customer Data Platform

Additions to Adobe's Real-time CDP help companies manage customer information across the enterprise.

Sprinklr Launches Sprinklr Community

Sprinklr Community helps companies create online communities directly on their websites for customers to troubleshoot problems, ask questions, and share ideas.