CRM News

Contact Center Performance Can Improve with AI, NICE Interactions Day 2 Speakers Affirm

AI is being used to help with agent performance feedback and scheduling with very positive results, conference speakers confirm. (Featured on SmartCustomerService.com.)

AI Drives Contact Center Efficiency, NICE Stresses at Its Interactions Conference

Artificial intelligence has so much potential, but companies need to do more with it, conference speakers pointed out. (Featured on SmartCustomerService.com.)

Urban Airship Rebrands, Drops Urban from Its Name

Urban Airship has unveiled a new brand name to reflect the dramatic growth of its customer engagement solutions.

BlueConic Launches AI Workbench for Marketing Teams

BlueConic's AI Workbench enables real-time model deployment across customer profile databases for immediate marketing activation.

Verint Launches AI Blueprint

Verint AI Blueprint is designed to help companies launch conversational artificial intelligence solutions through a combination of consulting and technology. (Featured on SpeechTechMag.com.)

TruSignal Revamps TruAudience Platform

Now companies can tap into TruSignal's TruAudience Platform as an audience management system that includes a people-based identity graph, offline data, Custom Audience Builder, and look-alike modeling.

Salesforce.com Announces New Einstein Platform Services

The new Einstein Platform Services include translation and optical character recognition capabilities.

Formstack Acquires WebMerge

Formstack's acquisition of WebMerge enhances its document creation and automation capabilities.

RollWorks Announces ABM App on Salesforce AppExchange

RollWorks' integration with Salesforce.com allows a bi-directional flow of data between the two platforms.

Freshworks Integrates with WhatsApp Business

The WhatsApp Business API is added to Freshworks Omniroute to bring online support to messaging users.

Transcosmos Upgrades Transpeech with Emotion Analysis

Transcosmos has added emotion analysis to its speech recognition product for contact centers.

Engagio Announces Sales Activation Tools

The tools aim to empower marketing and sales to collaborate more easily.

Infor Launches Cloud Suite CRM

Infor Cloud Suite CRM helps companies manage the full customer lifecycle in one application.

Claritas Launches P$ycle Premier Segmentation Tool for Financial Services

P$ycle Premier offers predictive capabilities to support highly targeted marketing campaigns.

Power Selling Pros Launches PowerChats

Power Selling Pros develops an AI-powered chat service to help home service businesses acquire and close more leads.

Punchh Launches WiFi Marketing

Punchh WiFi Marketing lets retailers engage walk-in customers via WiFi.

LiveRamp Acquires Consent Management Firm Faktor

With its acquisition of Faktor, LiveRamp expands its suite of privacy offerings.

Gartner Says U.S. Pharmaceutical Companies Must Be More Patient-Centric

A Gartner report has ranked the digital performance of 88 U.S. pharmaceutical companies, and 75 percent rank above average.

Google and Salesforce Join Forces to Improve Customer Service

Google and Salesforce have been working together since 2017. But while most of their partnerships have been centered on sales and marketing activities, the companies are now doubling down on customer service. (Featured on SmartCustomerService.com.)

Lotame Launches Data Stream

Data Stream is Lotame's data firehose as a service solution.