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.

OptifiNow Integrates with LoanScorecard

OptifiNow's integration with LoanScorecard enables wholesale call center agents to provide mortgage brokers with rapid loan scenario quotes.

ZeroShotBot Launches AI Chatbot

ZeroShotBot requires zero training data or coding.

Five9 Partners with WellSaid for Virtual Voiceover

Five9's Virtual Voiceover helps businesses create life-like conversational artificial intelligence synthesized from human voices. (Featured on SpeechTechMag.com.)

Consent Management Market to Be Worth $765 Million by 2025

As customer data privacy regulations crop up around the world, the market for software to manage consent is expected to grow by nearly 20 percent for the next few years.

Customer Experience Management Market to Be Worth $16.9 Billion by 2026

MarketsandMarkets expects the CEM solutions market to grow by more than 12 percent per year through 2026.

Boatyard Adds Features to Its Customer Service Platform

Boatyard adds photo and video sharing, status updates, and more to its platform for boat service providers.

Treasure Data’s CDP for Service Integrates with Genesys

Treasure Data Customer Data Platform's integration with Genesys Customer Experience Platform empowers agents with real-time customer insights.

PossibleNOW Integrates Do-Not-Call Compliance Platform with Five9

PossibleNOW's DNCSolution is now available to Five9's cloud contact center customers.

Pindrop Offers VeriCall to Amazon Connect Contact Centers

Pindrop's Next Caller VeriCall automatic number identification (ANI) validation and spoof detection solution is now available on Amazon Marketplace.

8x8 to Acquire Fuze

8x8 accelerates innovation for its XCaaS platform with the Fuze acquisition for $250 million.

LiveVox Partners with AppSmart

The partnership extends the availability of LiveVox's customer engagement solutions to the AppSmart ecosystem.

Atento Launches Xtrabot

Atento Xtrabot is an omnichannel solution to automate voice and text customer interactions.

QliqSOFT Launches Chatbot Marketplace for Healthcare

QliqSOFT's Chatbot Marketplace is a curated library of more than 20 healthcare chatbots for standard medical, surgical, and administrative use cases.

First Orion Collaborates with NICE CXone

First Orion and NICE CXone are teaming up to offer branded calling solutions and call authentication.

IntelePeer Launches Atmosphere Marketplace

IntelePeer Marketplace simplifies the rapid deployment of customer communication solutions.

Customer Service Leaders Shift Focus Toward Business Growth

Sixty-four percent of customer support leaders have placed a high priority on business growth in 2022, Gartner reports.

Linc’s CX Automation Now Supports Instagram Direct

Linc's integration will allow companies to offer 24/7, one-on-one customer support as Instagram bolsters shopping capabilities.

NICE Integrates with Google Cloud Contact Center Artificial Intelligence

NICE's AI-powered CXone is now integrated Google Cloud's CCAI applications to make human agents, voice bots, and chatbots more effective. (Featured on SmartCustomerService.com.)

Replicant Expands Conversational AI Platform Capabilities

Replicant's updated conversational AI platform helps contact center managers analyze data, uncover insights, and inspire action, all from a single dashboard. (Featured on SmartCustomerService.com.)

Verint Launches Real-time Agent Assist

Verin's Real-time Agent Assist is the latest enhancement to the Customer Engagement Cloud Platform.