AWS Expands Its AI-Powered Contact Center Intelligence (CCI)
Amazon Web Services is enabling customers to leverage its artificial intelligence capabilities with their current contact center providers.
Salesforce Introduces Loyalty Management
Salesforce's new Loyalty Management product gives companies a 360-degree view of every member to manage their loyalty programs.
The Top 10 CRM Stories of 2020
COVID-19 was the major headline-maker of 2020, but not all the news centered on the pandemic.
Confirmit to Merge with FocusVision
Combining Confirmit and FocusVision will accelerate growth and innovation in customer insights. (Featured on SmartCustomerService.com.)
Hootsuite Acquires Sparkcentral
Sparkcentral brings advanced customer care conversations to the Hootsuite platform.
COVID Has Spawned Strong Growth in Influencer Marketing, Reports Find
As consumers practice social distancing, social media use rises, and influencers help companies reach people on the leading platforms.
CRM Vendors Work on COVID-19 Vaccine Distribution
Salesforce's Work.com platform is being used by Gavi to manage data related to distributing the COVID-19 vaccines around the world.
Zendesk Adds Support Within Video Games
Zendesk's partnership with Unity enables integrated customer support within today's most popular games.
Lob Launches Confidence Score for Direct Mail Deliverability
Lob Confidence Score helps companies reduce the volume of undeliverable mail.
Adobe Enhances Customer Journey Analytics
Adobe has added anomaly detection and intelligent alerts to its Customer Journey Analytics.
Cisco Adds to WebEx Contact Center
WebEx Contact Center upgrades include AI-powered analytics, integrations, and customizations. (Featured on SmartCustomerService.com.)
Salesforce Acquires Slack for Nearly $28 Billion
After a week of speculation, Salesforce is acquiring Slack to make it the communication platform for Customer 360.
Facebook Buys Kustomer
Kustomer acquisition expected to help Facebook expand into social commerce and business communications.
Adobe Updates Real-time CDP with B2B Data
Adobe's Real-time CDP updates let users create and manage account profiles.
Adobe Adds to Adobe Target
Innovations help developers run their own tests and increase personalization.
Salesforce Introduces Revenue Cloud
Salesforce Revenue Cloud is designed to simplify B2B buying across channels.
Demandbase Unveils Demandbase One ABM Platform
Demandbase One combines Demandbase and Engagio technologies into a single account-based marketing solution.
California's Prop 24 Data Protection Rule Passes
California voters on Tuesday approved a major privacy law that will make it harder for companies to gather and share data about them.
Five9 to Acquire Inference Solutions
The Inference Solutions acquisition accelerates Five9's AI portfolio with proven IVA technologies. (Featured on SmartCustomerService.com.)
Chatbots Are Still Missing the Human Element, Strategy Analytics Finds
Customer emotions have a significant influence on their satisfaction with chatbots, but the technology still can't deliver, the researchers find. (Featured on SpeechTechMag.com.)