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.

Tethr Launches Essentials and Customer Effort Index

New offerings help companies mine customer interactions for sources of friction in real time.

CSG Launches Journey Orchestration

CSG Journey Orchestrations helps companies communicate with customers across channels.

Ada Launches Ada Glass

The new feature provides seamless customer handoffs from Ada's chatbot to live chat platform partners including Zendesk, Salesforce, and Nuance. (Featured on SmartCustomerService.com.)

TeamSupport Adds Capabilities to Its B2B Customer Support Software

Updates to analytics, user experience, and email integration are among the capabilities included in the latest release. (Featured on SmartCustomerService.com.)

Socialbakers Integrates with Saleforce Sales and Service Clouds

The integration streamlines social community management.

Coveo Launches Relevance and Recommendations Technology for ServiceNow

Coveo's AI-powered search and relevance technology is now integrated within ServiceNow.

Aculab’s VoiSentry Now Rated Avaya-Compliant

Aculab's voice biometrics system is compatible with key Avaya IX contact center solutions.

Translations.com Integrates with Salesforce

Translations.com debuts four Salesforce cloud integrations for GlobalLink Translation Management System.

Zendesk Launches Zendesk Duet to Unite Sales and Support

Zendesk Duet offers a combination of Zendesk Sell and Support to break down silos across customer-facing teams. (Featured on SmartCustomerService.com.)

NICE Announces New Version of NICE Satmetrix

The new release aims to improve customer experiences through enhancements designed to deliver real-time, targeted insights.

Agility, Speed Essential for Contact Center, Genesys Xperience Speakers Stress

Speakers on Day 2 of Genesys' user conference tout the benefits of cloud contact center deployments.

Genesys Doubles Down on AI at Its Xperience Conference

Conference speakers identify artificial intelligence and related technologies as the key to handling the explosion of contact center communications.

Cyara Launches Accelerator for Cloud Migration

Cyara Accelerator helps companies move their contact centers to the cloud. (Featured on SmartCustomerService.com.)

Talkdesk Launches Hybrid Spaces

Hybrid Spaces lets companies run their contact centers in hybrid public and private cloud environments.

NICE Unveils Quality Central Insight

NICE Quality Central Insight uses speech analytics and automation to aid in contact center quality management. (Featured on SmartCustomerService.com.)

Semafone Introduces Cloud-Based Cardprotect Solution

Deploying Cardprotect in the cloud streamlines PCI DSS compliance for contact centers. (Featured on SmartCustomerService.com.)

Intercom Launches Customizable Inbox With Apps

The new Inbox brings tools and data into one place for more personalized support and sales interactions. (Featured on SmartCustomerService.com.)

LogMeIn Launches AI-Powered Bold360 Suite

The new products aim to help companies deliver enhanced and personalized customer experiences throughout the customer life cycle.

Serviceaide Adds to Luma's Capabilities

The Luma upgrade delivers new automation and skills-building capabilities to Serviceaide's virtual agent.

Pega Launches Customer Empathy Advisor, AI Connectors at PegaWorld

Customer Empathy Advisor helps businesses tune AI to forge more mutually-beneficial relationships