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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.

Momentum Launches Autopilot Suite

Momentum's Autopilot Suite helps companies capture, structure, and use customer conversation data.

8x8 Enhances Its Cloud CX Platform

Recent 8x8 platform innovations include contact center AI enhancements and more extensive customer engagement capabilities. (Featured on SmartCustomerService.com.)

RingCentral Partners with Verint

RingCentral and Verint team up to bring AI-powered workforce engagement management and CX automation to RingCX. SmartCustomerService.com.)

NICE Launches CXone Mpower SmartSpeak

NICE's CXone Mpower SmartSpeak enables real-time translation of contact center interactions. (Featured on SmartCustomerService.com.)

Retail AI Market to Be Worth $164.74 Billion by 2030

MarketsandMarkets expects the worldwide retail AI market to grow by 32 percent per year through 2030.

Business Systems and Teneo.ai Partner

Business Systems and Teneo.ai have teamed up to provide contact centers with advanced voice automation and generative AI. (Featured on SmartCustomerService.com.)

MuleSoft Launches AsyncAPI Support to Help Businesses Create Real-Time AI Agents 

MuleSoft's AsyncAPI support lets organizations pull data from even-driven architectures.

Pindrop Integrates with Five9 for Cloud Contact Center Protection

Pindrop provides real-time authentication and fraud protection for companies natively with the Five9 Intelligent CX Platform. (Featured on SmartCustomerService.com.)

C3 AI Awarded Patent for AI Agents

C# AI's new patent covers its agent-based generative AI.

Cyara Names Rishi Rana as CEO

Cyara's president is advanced to new role while Alok Kulkarni transitions to non-executive chairman.

RingCentral's AI Assistant Now Included in RingEX

RingCentral's AI Assistant can generate notes, write and translate texts, summarize meetings, and more. (Featured on SmartCustomerService.com.)

Kustomer Launches Customer Service Platform with AI Agents

Kustomer's new customer service platform blends AI and human agents. (Featured on SmartCustomerService.com.)

KM, AI Need to Work Together for Optimum Success, eGain Speakers Contend

Speakers at eGain's Solv 24 conference urge companies to blend artificial intelligence, knowledge management, and human insight for better customer experiences. (Featured on SmartCustomerService.com.)

TigerEye Launches AI Analyst

TigerEye's AI Analyst is a business intelligence agent.

Calabrio Unveils Trending Topics and Auto QM

With Calabrio Trending Topics and Auto QM, contact centers can now leverage AI to automate the evaluation of every customer interaction and identify the most common reasons for customer inquiries. (Featured on SmartCustomerService.com.)

Klearcom to Deliver IVR Testing in 100 Countries

Klearcom provides in-country number and IVR testing in more than 100 countries worldwide. (Featured on SmartCustomerService.com.)

Pega Launches Infinity '24.2

Pega's latest release includes Pega GenAI enhancements and increased flexibility.

PolyAI Optimizes Conversational AI for Contact Centers

PolyAI continues to redefine what's possible with voice-first, artificial intelligence-powered automation in contact centers. (Featured on SpeechTechMag.com.)

Zingly Adds AI Solutions for Financial Industry

Zingly's new Rooms, GenAI Buddy, Relationship AI, and Agent Copilot use AI to fuel revenue growth and maximize customer acquisition, onboarding and wallet share.

Generative AI Will Displace 100,000 Agents in 2025, Forrester Predicts

Forrester predicts greater use of AI by contact center outsourcers, disrupting the agent landscape in the coming year. (Featured on SmartCustomerService.com.)