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.

Twilio Partners with Carahsoft

Twilio's customer engagement solutions are now available to government agencies through Carahsoft's GSA contract.

Sprinklr Partners with Twilio

Integration brings together Twilio voice and SMS technology with Sprinklr Modern Care. (Featured on SmartCustomerService.com.)

Coveo Adds Customer Service Features

Coveo's new capabilities provide increased visibility into the customer journey. (Featured on SmartCustomerService.com.)

Calix Adds Subscriber Quality of Experience (QoE) Score to Support Cloud

Calix's Subscriber Quality of Experience Score combines end-to-end visibility and seven-day historical data

Zendesk Launches Conversational CRM and Employee Experience Solutions

Zendesk solutions put conversations at the center of CRM and help businesses deliver modern, personalized experience for today hybrid workers.

IVA Market to Reach $62 Billion by 2032

Market research firm Fact.MR predicts 28 percent CAGR for the worldwide intelligent virtual assistant market for the next 10 years. (Featured on SpeechTechMag.com.)

Infobip Expands Oracle Partnership

Key channels from Infobip's portfolio have been integrated with Oracle Advertising and Customer Experience and Oracle Digital Assistant.

Oracle Brings Its Unity Customer Data Platform (CDP) into Oracle Service

Oracle offers service agents a unified view of the customer with Oracle Fusion Cloud Unity CDP integration. (Featured on SmartCustomerService.com.)

Bright Pattern Launches Remote Assist

Bright Pattern's Remote Assist lets one user take control of another user's desktop to resolve issues. (Featured on SmartCustomerService.com.)

Calendly Introduces Routing Forms

Calendly's Routing Forms helps automate scheduling, productivity, and business connections.

ServiceNow Launches Service Operations Workspace, App Engine Management Center, and Public Sector Digital Services

ServiceNow innovations advance digital business and public sector customer experiences at scale.

Authenticx Introduces Eddy Effect Dashboard

Authenticx's Eddy Effect Dashboard helps companies identify and attack disruptions in the customer journey.

Qualtrics Integrates XM Discover with SAP Service Cloud

Integration brings Qualtrics' speech and text analytics into SAP's Service Cloud to help organizations understand the sentiment, emotion, and effort behind every customer interaction.

Avaya Partners with Microsoft to Deliver Avaya OneCloud Solutions on Microsoft Azure

Avaya's joint technology and go-to-market agreement with Microsoft will help customers accelerate their digital transformations in the cloud.

SightCall Visual Assistance Is Now Available on Genesys AppFoundry

SightCall for Genesys Cloud CX helps businesses resolve customer needs through on-the-spot support using video and annotation capabilities.

CRM Tech Buys Expected to Increase

Tech purchases will focus on customer experience, privacy, and data, Emissary research finds.

Pindrop Partners with Google Cloud

Pindrop will offer its voice-based contact center security products on Google's cloud platform and through the Google Cloud Marketplace. (Featured on SmartCustomerService.com.)

Contact Center-as-a-Service Market to be Worth $17.12 Billion by 2030

Grand View has increased its projections for growth in the cloud contact center market, largely due to COVID's impact on contact centers. (Featured on SmartCustomerService.com.)

Syniverse and ConnectionsGT Collaborate

Syniverse's CPaaS Concierge integrates with ConnectionsGT CPaaS to enable unified worldwide communication via WhatsApp Business Platform. (Featured on SmartCustomerService.com.)

ASC Offers Compliance Recording for RingCentral

Recording and analytics with ASC's Recording Insights is now available for RingCentral users. (Featured on SmartCustomerService.com.)