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Customer Service/Call Centers/Contact Centers > CRM News

Customer Relationship Management (CRM) helps organizations deliver exceptional customer service and support. Good CRM tools and strategies enable call centers, contact centers, and customer support teams to be their most effective and ensure that all customer inquiries end with the best possible customer experience. Explore our latest news, analysis, and advice for customer service professionals at all levels.

COPC Launches Customer Experience Standard for Vendor Management Organizations, Version 6.1

Release 6.1 of the CX Standard for VMOs offers more refined definition of terms and new measurement guidance.

Ytel Integrates CPaaS with Google Cloud Platform, Cloud Text-to-Speech

The integration of Ytel's CPaaS offering gives users more control over the voice output of their interactive voice response systems. (Featured on SmartCustomerService.com.)

Aha! Integrates with Zoom's Unified Communications Platform

The integration lets companies conduct live webcam conversations with their customers. (Featured on SmartCustomerService.com.)

LivePerson Adds Routing and Agent Assistance Tools to Maven AI

LivePerson's upgraded conversational AI features increase agent efficiency and solve routing problems to help companies orchestrate customer journeys at scale. (Featured on SmartCustomerService.com.)

Zappix Launches Fintech Solution For Automated Customer Self-Service

Zappix has leveraged its self-service automation technology to launch a solution for the financial services industry. (Featured on SmartCustomerService.com.)

FrontdeskAI Adds Customer Engagement Analytics

Frontdesk's AI-powered dashboards deliver intelligence and insights across all franchise locations. (Featured on SmartCustomerService.com.)

Accenture Launches Liquid Studios for Pega Catalyst

Liquid Studios for Pega Catalyst help companies create customer experience apps.

FICANEX Partners with Ada for a Banking Chatbot

Financial institutions will be able to provide 8 million customers access to the tunl.chat chatbot.

Conversica Enhances AI Conversational Platform

The latest version of Conversica's AI platform offers a Conversation Editor, user profiles for setting user access controls, an expanded conversation library, and visualizations of conversation flows. {Featured on SmartCustomerService.com.)

Dynamics 365 Customer Service Insights Is Now in 39 New Languages

Microsoft Dynamics 365 Customer Service Insights is now available in more than 39 new languages, with new language models for improved AI insights also available for public preview.

Intermedia Acquires Cloud Contact Center Provider Telax

Intermedia's acquisition of Telax brings together cloud-based unified communications and contact center solutions. (Featured on SmartCustomerService.com.)

Zappix Provides Upsell Opportunities During Contact Center Interactions

Zaapix begins providing targeted, automated advertising and upsell opportunities through its digital self-service technology.

RingCentral Partners with Fujitsu to Bring Solutions to EMEA

RingCentral's agreement with Fujitsu adds its cloud communications and contact center solutions to Fujitsu's Digital Workplace. (Featured on SmartCustomerService.com.)

Zendesk Launches Zendesk for WhatsApp

Zendesk's integration with WhatsApp Business API delivers customer conversations across web, mobile, and messaging. (Featured on SmartCustomerService.com.)

Twilio Launches Conversations to Help Companies Create Cross-Channel Connections

Twilio Conversations provides one unified API to scale group conversations across SMS, MMS, chat, and WhatsApp. (Featured on SmartCustomerService.com.)

Luminoso Adds to Daylight to Accelerate Customer Feedback Analysis

Luminoso Daylight now features advanced sentiment analysis in a no-code application for customer analytics   

Vonage to Acquire Over.ai

Vonage bolsters the artificial intelligence and conversational analytics capabilities of its OneVonage and NewVoiceMedia platforms via its purchase of Over.ai's assets. (Featured on SmartCustomerService.com.)

Voximplant Updates SmartCalls

Voximplant's Smartcalls upgrades include Google Dialogflow and SIP integrations. (Featured on SmartCustomerService.com.)

NICE InContact Partners with Atos

Atos will sell NICE inContact's CXone integrated with Circuit, the Atos unified communications and collaboration (UCC) cloud solution. (Featured on SmartCustomerService.com.)

dotData Updates dotData Enterprise and dotDataPy Data Science Acceleration 

Significant enhancements include feature engineering for text data, deep learning capability in AutoML, and more flexible and secure Hadoop deployment.