Zendesk Launches Sunshine CRM Platform

The platform is built in the public cloud on Amazon Web Services.

SAP to Acquire Qualtrics

The acquisition of Qualtrics enables SAP to help companies deliver superior customer, employee, product, and brand experiences.

Pyze Launches Latest Version of Its Growth Intelligence Platform

The new release features cross-channel user insights, actionable analytics campaigns, and customizable dashboards.

InsideSales Unveils Collective Intelligence Concept at Accelerate NYC

The concept envisions a ‘co-op' of data that allows users to ‘learn from everybody at scale.'

Acqueon Announces New Product Suite

The new offerings aim to improve experiences for customers and contact center agents alike. (Featured on SmartCustomerService.com.)

Evergage Announces Decisions and Data Science Workbench

The machine learning-powered offerings will enable companies to enhance and better analyze their personalization efforts.

Genesys Introduces Automated Forecasting and Scheduling

The new offering is an AI-powered forecasting and scheduling service for workforce management.

CallMiner Introduces Eureka Alert

The real-time speech analytics module aims to drive specific outcomes during a call or alert management to issues. (Featured on SmartCustomerService.com.)

Oracle Announces a New Secure Cloud at OpenWorld 2018

Oracle laid out its next-generation cloud, protected by barriers and bots, and announced three new offerings.

Alaska Airlines Debuts Text Messaging for Customer Service

The airline estimates that 40 percent of the calls received can easily be handled via text, so the new service will now likely alleviate pressure on its customer service line. (Featured on SmartCustomerService.com.)

Cloverpop Launches Decision Management Solution

The solution comprises a system of record, analytics capabilities, and AI.

Autopilot Launches Annotate and Collaborate Marketing Tool

The new feature is designed to help marketers collaborate on customer journeys in real time.

Totango Announces General Availability and New Features for Spark, Its Customer Success Platform

The platform, as well as a new partnership with SAP, aims to make enterprise clients more customer-centric.

Vonage Announces Next-Generation Messaging Solution

The solution is comprised of two new APIs.

Adobe Announces Experience Cloud and Magento Commerce Cloud Integration

The announcement comes on the heels of the company's acquisition of Magento Commerce earlier this year.

What to Look for in Cloud CRMs (Video)

SMB Group Co-founder & Partner Laurie McCabe explains how SMBs can find the right cloud CRM for them and use it as a springboard for growth in this clip from CRM Evolution 2018.

Reltio Announces Support for Salesforce Customer 360 and the Open Data Initiative

Reltio aims to enhance Customer 360 as well as Adobe, Microsoft, and SAP's initiative by continuously unifying and organizing data while making it universally accessible.

Key Challenges of Digital Transformation for SMBs (Video)

SMB Group Co-founder & Partner Laurie McCabe discusses the challenges small and medium businesses (SMBs) face when taking necessary steps toward digital transformation in this clip from CRM Evolution 2018.

Arm Treasure Data Announces Audience Suite

The new application suite for marketers complements the vendor's Big Data profile set.

The Value of CRM Integration for SMBs (Video)

SMB Group Partner & Co-founder Laurie McCabe discusses the importance of integrating cloud CRM solutions with other applications for SMBs undergoing digital transformation in this clip from CRM Evolution 2018.