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.

Genesys Adds Generative AI for Experience Orchestration

Using large language models, Genesys Cloud CX helps employees with post-customer-engagement outcomes.

Kasisto Launches KAI-GPT

Kasisto's KAI-GPT is a banking industry-specific large language model.

Pipedrive Integrates with CloudTalk and JustCall

Pipedrive's integrations with JustCall and CloudTalk bring phone and SMS communications into the sales platform.

TCN Enhances SMS Consent Tracking Feature in TCN Operator

TCN continues to strengthen its compliance solutions, helping its clients navigate the challenges with SMS consent and deliverability. (Featured on SmartCustomerService.com.)

Cognigy and Black Box Partner

Together Cognigy and Black Box hope to accelerate deployment of conversational AI in contact centers. (Featured on SmartCustomerService.com.)

Qualtrics Launches Front-Line Care Solutions

Additions include Qualtrics Real-Time Agent Assist (RTAA), Automated Call Summaries (ACS), and Frontline Team Assist for contact center operations.

Hootsuite Releases an Enhanced Inbox for Digital Marketers

Hootsuite's upgraded Inbox provides a comprehensive view of all social customer engagements.

Sprinklr Launches AI+

Sprinklr AI+ leverages generative AI in all four Sprinklr product suites to offer AI-powered omnichannel contact center-as-a-service (CCaaS), social media management, marketing, and research tools.

Cyara Integrates OpenAI's GPT-3 with Botium

Cyara's OpenAI GPT-3 integration will accelerate conversational AI chatbot training and testing. (Featured on SmartCustomerService.com.)

Pega Adds Pega GenAI in Pega Infinity '23

Pega's new generative AI-powered capabilities span 20 boosters across the Pega Infinity suite.

Mutare Partners with Five9

Mutare's Voice Traffic Filter is now available on the Five9 CX Marketplace and can be integrated with the Five9 Intelligent CX Platform. (Featured on SmartCustomerService.com.)

UJET Integrates with Microsoft Teams

Native integration combines UJET's cloud contact center routing logic with the modern communication features of Microsoft Teams' cloud unified communications. (Featured on SmartCustomerService.com.)

PolyAI Launches in AWS Marketplace

PolyAI's customer-led voice assistants are now available to help AWS clients evolve their customer self-service experiences. (Featured on SmartCustomerService.com.)

Aquant Launches Service Co-Pilot

Aquant's Service Co-Pilot uses a ChatGPT plugin to generate recommendations to service-related problems. (Featured on SmartCustomerService.com.)

Enghouse Systems Enters into Asset Purchase Agreement with Lifesize

Lifesize is undertaking a reorganization following its Chapter 11 filing. (Featured on SmartCustomerService.com.)

Grammarly Adds to Grammarly Business

Grammarly is adding AI-based contextual understanding and knowledge sharing capabilities to Grammarly Business.

Precisely Launches EngageOne RapidCX

Precisely's EngageOne RapidCX is a customer communications management platform.

Messagepoint Updates MARCIE with Generative AI for Customer Communications

Powered by ChatGPT and GPT-4, Messagepoint adds content rewrite capabilities as part of a generative AI solution for customer communications management.

ENACOMM Unveils Emerie, an IVA for the Financial Industry

ENACOMM's Emerie is an intelligent virtual assistant, virtual receptionist, and virtual teller for banks and credit unions.

TheySaid Launches Customer Perceived Value (CPV) Engine

TheySaid's CPV helps businesses uncover new growth opportunities.