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.

NICE inContact Launches CXone Performance Analytics for Salesforce Einstein

CXone Performance Analytics for Salesforce Einstein uses artificial intelligence to uncover contact center performance insights. (Featured on SmartCustomerService.com.)

Verint and Avaya Expand Partnership to Bring AI-Based Knowledge Management to Agent Desktops

Verint Knowledge Management has been tightly integrated with Avaya OneCloud CCaaS contact center solution.

Medallia Launches Closed Loop Service for Salesforce on Salesforce AppExchange

Medallia's customers can now listen to, analyze, and act on customer feedback in real time.

Avtex Acquires Aria Solutions

Avtex's acquisition of Aria strengthens its expertise and access to Genesys contact center solutions. (Featured on SmartCustomerService.com>.)

Calabrio Launches New Version of Calabrio ONE

The newest version gives agents more self-service control over their work schedules. (Featured on SmartCustomerService.com.)

LivePerson Adds Support for Instagram Messaging

New integration with Messenger API with Support for Instagram brings direct messages, story tags, and comments into LivePerson's Conversational Cloud platform.

Zappix Partners with Fonative

Zappix and Fonative team up to deliver additional self-service technology to contact centers.

Clarabridge Expands Analytics with Automated Narratives

Clarabridge's Fall 2020 release includes a new Automated Narratives feature to produce call summaries.

Qualtrics Launches a Slew of CX Solutions

Updates to the Qualtrics XM Platform include enhanced analytics, data management and governance, and automatic trends and metrics trackers.

C3.ai, Microsoft, and Adobe Combine Forces on C3 AI CRM

C3 AI CRM combines with Microsoft Dynamics 365 and Adobe Experience Cloud.

Slingshot Launches Integrated Chatbot and IVR-to-Text

Slingshot Chatbot and IVR-to-Text will enable pest control and home services providers to automate scheduling, billing, and other customer service tasks.

Medallia Partners with Tableau

Medallia's partnership with Tableau will help companies visualize customer experience data and feedback.

Pindrop Launches Pindrop Protect IVR and Pindrop Trace

New features leverage AI to protect IVR by monitoring and measuring risk across calls and accounts. (Featured on SmartCustomerService.com.)

Amelia Launches Digital Employee Builder

he Digital Employee Builder lowers technical barriers for implementing conversational AI agents. (Featured on SmartCustomerService.com.)

Invoca Announces Conversation Intelligence Solutions for Sales, Ecommerce, and Customer Experience Teams

Invoca extends its Active Conversation Intelligence platform beyond marketing.

NTT Data and Uniphore Partner

The partnerships between NTT Data and Uniphore expand robotic process automation for contact centers.

Concentrix Launches Concentrix XP

Concentrix XP is a cloud platform for digital customer experience management. (Featured on SpeechTechMag.com.)

Zendesk Offers Instagram Messaging for Businesses

Businesses can now handle Instagram Messaging requests at scale with Zendesk. (Featured on SmartCustomerService.com.)

Kustomer Adds Instagram Messaging Integration

Companies on Instagram can now engage with followers, leverage influencer connections, and resolve support issues at scale inside the Kustomer platform. (Featured on SmartCustomerService.com.)

NICE InContact Launches Fall 2020 Version of CXone

The CXone Fall 2020 release adds business intelligence, biometrics, and advanced analytics.