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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.

Ada Enhances AI Agent

New capabilities make Ada's AI Agent smarter, more trustworthy, and capable of reasoning. (Featured on SmartCustomerService.com.)

TELUS International Partners with eGain

TELUS elevates its contact center-as-a-service offering with eGain's knowledge management and AI. (Featured on SmartCustomerService.com.)

Zappix Partners with Vee24

Zappix integrates Vee24's co-browsing, screen sharing, and video chat into its Digital Agent Assist solution. (Featured on SMartCustomerService.com.)

Startek Launches Generative AI Platform

Startek Generative AI equips agents to address customer needs. (Featured on SmartCustomerService.com.)

Sabio Group's Wellbeing Companion Is Now Available in the Genesys AppFoundry

Sabio's Wellbeing Companion aims to boost contact center agent well-being and performance through artificial intelligence, analytics, and human insight. (Featured on SmartCustomerService.com.)

Glia Introduces Cortex AI for Financial Services Firms

Glia Cortex delivers personalized self-service experiences at scale, improves agent productivity, and provides new insights for managers.

LivePerson Adds AI Capabilities, Partnerships, and Integrations

LivePerson Conversation Orchestration and Voice-to-Digital transformation solutions will debut soon.

Customers Look for Successes with Genesys at Xperience '24

An LGBTQ hotline, HSBC, and Coca-Cola all have big plans for Genesys' contact center solutions. (Featured on SmartCustomerService.com.)

Calabrio Integrates with Avaya

Calabrio's Workforce Management contact center software integrates with Avaya Experience Platform Public Cloud. (Featured on SmartCustomerService.com.)

Eltropy Launches Voice+

Eltropy Voice+ combines traditional Voice capabilities with text, video, chat, AI, and more. (Featured on SmartCustomerService.com.)

Avaya Enhances the Avaya Experience Platform

Enhancements to the Avaya Experience Platform leverage artificial intelligence, analytics, and integration partnerships to streamline operations. (Featured on SmartCustomerService.com.)

Genesys Shepherds in A New Era of Contact Center AI at Xperience '24

Genesys is expanding Genesys Cloud with more robust, intuitive AI for orchestrating customer journeys. (Featured on SmartCustomerService.com.)

Vonage Integrates with Salesforce Einstein Conversation Insights

Vonage has expanded its Vonage Premier for Service Cloud Voice solution through an integration with Salesforce Einstein Conversation Insights. (Featured on SmartCustomerService.com.)

Alvaria Expands Avaya Partnership

Expansion of Avaya partnership to include Alvaria CX Premier enterprise-scale omnichannel compliant outbound engagement (Featured on SmartCustomerService.com.)

Coveo Partners with Genesys

Coveo's partnership with Genesys will empower contact center agents with AI search, recommendations, and generative answering. (Featured on SmartCustomerService.com.)

Avaya and RingCentral Expand Partnership

New hybrid solution empowers customers to combine Avaya investments with collaboration capabilities from RingCentral. (Featured on SmartCustomerService.com.)

Nectar Makes Its Solutions Available on Genesys AppFoundry

Nectar DXP and CX Assurance now integrate with Genesys Cloud. (Featured on SmartCustomerService.com.)

ServiceNow Partners with IBM and Microsoft and Adds New Automation Solutions

ServiceNow adds generative AI and automation to its Now Platform and other solutions on day 2 of Knowledge 2024.

Sprinklr Adds GenAI Capabilities to Its Unified-CXM

Sprinklr has added digital twins, surveys, crisis management, voice connect, project management, and social listening capabilities in its latest release.

Cloud Contact Center Market to Be Worth $86.4 Billion by 2029

MarketsandMarkets expects the cloud contact center market to grow by 26.9 percent per year through the next five years. (Featured on SmartCustomerService.com.)