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.

LiveChat Adds Accessibility Features to Chat Widget

LiveChat's Chat Widget now supports keyboard input and text-to-speech screen readers.

Awaken Scripting Is Now Available on Genesys AppFoundry

Awaken Intelligence combines contact center scripting technology with Genesys' customer experience platforms.

Yellow.ai Launches Voice AI Bots

Yellow.ai is adding voice virtual assistants to its Conversational CX Automation Platform

Sitel to Acquire Sykes for $2.2 Billion

The combined contact center outsourcing company will employ 155,000 people in 39 countries, serving more than 600 clients in more than 50 languages. (Featured on SmartCustomerService.com.)

Fonative Is Now STIR/SHAKEN-Compliant

Fonative is now verifying calls on its networks ahead of the FCC's STIR/SHAKEN mandate. (Featured on SmartCustomerService.com.)

Qualtrics Partners with Genesys

The alliance between Genesys and Qualtrics gives companies a comprehensive view of the customer service experience, based on sentiment and service history. (Featured on SmartCustomerService.com.)

Dialpad Integrates with Microsoft Teams

Integration combines Dialpad's AI-assisted voice capabilities with Teams' native interface for communications. (Featured on SmartCustomerService.com.)

Data Is the Linchpin for Customer Experience, But Problems Persist, CX Connect Speakers Contend

As much as 70 percent of customer data that companies have could be flawed, but there are easy steps to address it, CX Connect keynoters say.

NICE Launches Enlighten AI Feedback

NICE Enlighten AI Feedback brings the Enlighten AI engine to Satmetrix Voice of the Customer. (Featured on SmartCustomerService.com.)

Talkdesk Launches Healthcare and Financial Services Experience Clouds

Talkdesk launches industry-specific contact center solutions for healthcare and financial services at its Opentalk event. (Featured on SmartCustomerService.com.)

Fuze Partners with Verint

Collaboration brings Verint workforce management solutions to Fuze Contact Center. (Featured on SmartCustomerService.com.)

Zendesk to Partner with Yext

Yext's and Zendesk's latest integration enables mutual clients to implement Yext's search platform on Zendesk help sites, agent consoles, and ticket forms. 

Precisely Launches EngageOne Communicate

Precisely's EngageOne Communicate helps companies power omnichannel customer experiences through integrated email, SMS, PDFs, video, and chatbots.

LivePerson and Adobe Partner

Partnership integrates LivePerson's Conversational Cloud with Adobe Experience Cloud.

TouchPoint One Integrates with Five9

TouchPoint One and Five9 integration gives contact centers a coaching, engagement, and performance management system.

Neustar Launches TRUSTID Solutions Suite

Neustar's solutions help companies mitigate fraud, improve contact center efficiency, and comply with regulations.

Chatbot Market to Reach $10.5 Billion by 2026

MarketsandMarkets expects the worldwide chatbot market to grow at more than 23 percent CAGR for the next five years.

Lifesize Enhances Cloud Contact Center and Meeting Solutions

New capabilities impact contact center agent and supervisor efficacy and ease of use for video meetings. (Featured on SmartCustomerService.com.)

1Wire Integrates VoIP Phone with Redtail CRM

Integration allows Redtail CRM users to enable click-to-call, screen pop, and call logging capabilities from the 1Wire business VoIP system.

Nextiva Partners with Five9

Nextiva offers an integrated unified communications and cloud contact center portfolio through its partnership with Five9. (Featured on SmartCustomerService.com.)