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.

Clickatell Launches Chat Solution for the Travel Industry

Clickatell's new chat solution lets travel companies communicate with customers via SMS, WhatsApp, and Apple Messages. (Featured on SmartCustomerService.coim.)

RingCentral Adds Encryption to Phone and Messaging

RingCentral's comprehensive end-to-end encryption solution now covers messaging, phone, and video through its MVP product. (Featured on SmartCustomerService.com.)

Dialpad Launches Ai-Powered Customer Intelligence

Dialpad's Ai-Powered Customer Intelligence Platform brings automation and actionable real-time insights to businesses and contact centers. (Featured on SpeechTechMag.com.)

Polaris Eyes Robust Growth for Contact Center Analytics

Polaris expects the contact center analytics market to grow at a CAGR of 19.4 percent through 2030. (Featured on SpeechTechMag.com.)

PubNub Releases React Native Chat UI Components

PubNub's React Native Chat UI Components are pre-built building blocks for mobile chat development.

SuccessKPI Achieves FedRAMP Authorization

FedRAMP authorization enables government agencies to drive cloud-based contact center migration.

Five9 Updates Its Cloud Contact Center Platform

Five9 elevates omnichannel customer engagement with innovations in digital self-service, AI design, and analytics. (Featured on SmartCustomerService.com.)

Keywords Studios to Acquire Helpshift

Keywords is acquiring in-game customer mobile support app provider Helpshift for $75 million.

UJET Offers UJET Connect to Help Contact Centers with Cloud Migration

With UJET Connect, customer service providers can take advantage of accelerated business planning and commercial incentives for cloud migration. (Featured on SmartCustomerService.com.)

RingCentral Launches Device as a Service

RingCentral's Device as a Service is designed to simplify hardware procurement for contact centers. (Featured on SmartCustomerService.com.)

Cognigy Achieves AWS Conversational AI Competency Distinction

Cognigy recognized for expertise in developing chatbot, virtual assistant, and IVR solutions. (Featured on SmartCustomerService.com.)

AWS Adds Even More AI to Amazon Connect Contact Center Suite

Amazon Connect receives an infusion of artificial intelligence for contact center forecasting, scheduling, capacity planning, agent evaluations, and more. (Featured on SmartCustomerService.com.)

Chatbot Markets Poised for 'Exponential Growth'

Acute Market Research eyes growing adoption of chatbots among smaller companies through 2030.

Aivo Launches Video Conversational AI

Aivo's Video Conversational AI, developed with Synthesia, is a AI-generated video avatar to interact with customers.

Playvox Expands Workforce Management Capacity Planner

Playvox's Capacity Planner offers more contact center staffing needs forecasting. (Featured on SmartCustomerService.com.)

Talkdesk Launches Automation Designer and Workspace Designer

Talkdesk Automation Designer and Talkdesk Workspace Designer are low-code tools to customize contact center systems. (Featured on SmartCustomerService.com.)

HubSpot Integrates with WhatsApp

HubSpot's integration with WhatsApp gives marketing and service teams deeper visibility into customer interactions in one inbox.

Language I/O Is Now Available via Google Chrome Extension 

Multilingual translation company Language I/O has expanded its platform to Google's Chrome Web Store. 

Cresta Partners with Zoom

Integration brings Cresta's AI-driven, real-time intelligence to Zoom Contact Center. (Featured on SmartCustomerService.com.)

Interactions Launches Trustera Redaction Solution

Interactions' Trustera identifies and protects sensitive information like credit card numbers in contact center interactions. (Featured in SmartCustomerService.com.)