Gartner Outlines Customer Service and Marketing Priorities to Mitigate Coronavirus Disruptions
30 Mar 2020
Operational continuity, staff morale, and customer demand are being most impacted by the global pandemic.
U-Haul Call Centers Hustle to Help College Students in Unexpected Moves
26 Mar 2020
U-Haul's contact centers, armed with work-at-home agents and Verint technology, are helping college students whose schools have been shut down due to the coronavirus pandemic. (Featured on SmartCustomerService.com.)
Zendesk Stresses Messaging's Growing Role at Relater Event
24 Mar 2020
Zendesk officials highlighted the addition of messaging capabilities in many of its recent product releases.
Opus, Haptik Advance Intelligence Satisfaction Score as an IVA Metric
19 Mar 2020
Companies need to determine how well their conversational user interfaces, speech analytics, and text analytics work together.
IBM Working on Greater Business Use of Natural Language Processing
18 Mar 2020
IBM is close to adding more natural language capabilities into its Watson business applications, the company said at an online Innovation Preview.
Demandbase Adds to Its ABM Platform
17 Mar 2020
Data Stream, Site Analytics, and Self-Serve Targeting empower B2B marketers to take control of data and programs.
Avaya Offers Free Agent for Desktop During Coronavirus Outbreak
11 Mar 2020
Avaya Agent for Desktop can transition contact centers to a flexible, work-from-home model. (Featured on SmartCustomerService.com.)
SalesLoft Unveils Three New Products
10 Mar 2020
SalesLoft Cadence, Deals, and Conversations are designed to solve salespeople's problems with traditional CRM systems, company CEO says during online event.
Professional Services Firms Need to Embrace Digital Marketing
09 Mar 2020
A study by the Hinge Research Institute has found that professional services firms grow three times faster when they employ digital marketing strategies.
Zendesk Expands Support Suite and Sunshine CRM Platform and Launches Sales Suite
04 Mar 2020
Zendesk's new product suites democratize service and sales software and provide additional insights to sales and support personnel.
Banks Struggle to Meet Customer Expectations
02 Mar 2020
Customer demands from banks have changed, and financial services firms are finding it difficult to deliver, a new report from BAI asserts.
Verint Expands Adobe Partnership
24 Feb 2020
Verint and Adobe unify data from their respective Experience platforms to help predict customer interaction outcomes.
Microsoft Adds More AI to Dynamics 365
19 Feb 2020
New AI features in Microsoft Dynamics 365 connect and extend insights across organizations.
LinkedIn Updates Sales Navigator
12 Feb 2020
LinkedIn's quarterly update to Sales Navigator includes new search, contact management, alerting, and system administrator features.
Websites Don't Need to Ignore Disabled Customers
11 Feb 2020
Applause today launched Accessibility Tool, which finds and fixes website problems that make them inaccessible to the disabled.
NICE and ConvergeOne Launch Customer Engagement Optimization Services
06 Feb 2020
NICE also launched NICE Employee Virtual Attendant (NEVA) Unlimited, a complete RPA solution.
Zappix Expands Visual IVR Services in 2020 Release
06 Feb 2020
Zappix has expanded the capabilities and integrations for its customer experience platform.
A Televerde Update: Outsourcer Changes the Lives of Inmates
21 Jan 2020
Since we profiled the Televerde program that employs female inmates in contact centers, Arizona State University found that the program is yielding very positive results for Televerde, its clients, the inmates, and the State of Arizona.
Adobe Unveils Experience Cloud Enhancements at NRF
15 Jan 2020
Adobe Experience Cloud system upgrades bring more customer insight and real-time capabilities to retailers.
The Top 15 CRM News Stories of 2019
13 Jan 2020
A look at the CRM trends and innovations that made headlines in 2019.