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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.

Sprinklr Unveils Fall 2019 Release

Sprinklr's Fall 2019 Release Features 400 new features, including Microsoft Dynamics 365 and Trustpilot integrations and a mobile app.

At Dreamforce, Salesforce.com Expands Voice Across Its CRM Application Portfolio

Salesforce unveiled several voice interfaces for its Customer 360 platform today at its annual Dreamforce user conference.

3 Customer Service Mistakes Disney Plus Made at Launch

Despite the early success, including many more subscribers than analysts anticipated, the launch of Disney Plus wasn't without flaws. Here are the three biggest customer service mistakes the company made during launch week.

SightCall Launches SightCall Video Assistance Chatbot on Salesforce AppExchange

SightCall enables customers to escalate chatbot conversations to live visual support sessions .

Verint Updates Its WFM with AI and Mobile Capabilities

AI-infused automation and mobile features streamline Verint WFM's user experiences .

Mitel Launches Virtual Agent and WFO Capabilities

Mitel has added virtual agent and workforce aoptimization capabilities to its contact center solutions portfolio and broadened the availability of its MiCloud Connect CX product. (Featured on SmartCustomerService.com.)

Avaya Integrates Google Cloud Contact Center AI With Its IX Contact Center Solutions

The integration enables virtual agents and will include other artificial intelligence capabilities. (Featured on SmartCustomerService.com.)

Microsoft and Salesforce Expand Strategic Partnership

Salesforce has named Microsoft Azure as its public cloud provider for Salesforce Marketing Cloud and integrated Salesforce Sales and Service Clouds with Microsoft Teams.

Adobe Adds Real-Time Capabilities to Experience Platform

Adobe adds Real-Time Customer Data Platform (CDP) features,  data governance capabilities, and new ways to personalize and deliver cross-channel experiences.

AskNicely Launches Performance & Recognition

AskNicely's Performance & Recognition is a mobile customer experience coaching platform.

Phone.com Integrates with SAM.AI

Conversational artificial intelligence augments quality management with voice-enabled access to call and interaction reports, customer information, and service performance.

Freshworks Launches Customer-for-Life Cloud

Customer-for-Life Cloud aggregates data across silos to improve customer engagement from first touch to the latest interaction.

Luminoso Joins UiPath's RPA Ecosystem

Luminoso;s Ticket Classification Automation helps UiPath users route high volumes of customer feedback.

CallJoy Updates Virtual Phone Agent

CallJoy's virtual phone agent gets more automated, customizable, and scalable. (Featured on SmartCustomerService.com.)

Directly Acquires AI Startup Kylie.ai

Directly's acquisition of Kylie.ai expands its capabilities to include transactional use cases for customer support.

Passage AI Partners with Talkdesk for Contact Center Chatbots

Companies can now integrate app-based chatbot technology into the contact centers through Talkdesk AppConnect. (Featured on SmartCustomerService.com.)

Cogito Partners with Concentrix

Concentrix has become a reseller partner of Cogito's AI-based emotional intelligence solutions.

TTEC and LivePerson Partner on Digital Transformation

TTEC and LivePerson combine technology and services to offer digital engagement, messaging, and AI solutions. (Featured on SmartCustomerService.com.)

Sprinklr Launches Live Chat for Customer Support

Sprinklr Live Chat enables real-time conversations with customers while they're on company websites and mobile apps. (Featured on SmartCustomerService.com.)

Semafone Introduces Intelligence+ for Payment Transaction Analytics

Semafone Intelligence+ provides real-time data about payment transactions in the contact center. (Featured on SmartCustomerService.com.)