CRM Featured Articles

Microsoft Previews Power Platform and Dynamics 365 Updates at Microsoft Ignite

Updates to Microsoft's Power and Dynamics platforms include a series of integrations with other Microsoft products.

CX Becomes Essential as Contact Centers Become the Face of the Company

Companies survived amid the pandemic because their contact centers provided empathy and moved to the cloud, Cyara's CEO said during his company's Cyara Xchange.

Pandemic Challenges Companies to Master Customer Signals, Oracle Execs Say at Cloud CX Virtual Summit

Companies need to clean up their data to better serve customers during the crisis, Oracle leaders said at the company's online event today.

Pandemic Highlights Data's Importance, NICE Interactions Day 2 Speakers Contend

The pandemic has offered businesses a chance to reexamine their contact center and data processes, event panelists discuss. (Featured on SmartCustomerService.com.)

NICE Event Highlights Critical Nature of Contact Centers During Pandemic

With the pandemic, extreme workforce agility has become the new normal, NICE Interactions virtual event speakers contend. (Featured on SmartCustomerService.com.)

Sitel Group Launches EXP+

EXP+ combines advanced technology and analytics in integrated and vertical-specific solutions. (Featured on SmartCustomerService.com.)

Salesforce Introduces New Field Service Capabilities

Appointment scheduling, artificial intelligence-driven guidance for dispatchers, asset performance insights, and automated customer communications round out the additions to Salesforce Field Service.

Marketing Still Needs to Adapt Messages, Speakers Contend

As marketers and salespeople continue to work remotely, they need to tailor messaging and interactions, panelists agreed on an ABM webcast today.

SugarCRM Acquires Node

Sugar's acquisition of Node brings predictive analytics to its CX platform.

AWS Launches Contact Center Intelligence

Amazon Web Services' Contact Center Intelligence is making it possible for companies to build and deploy AI into contact center workflows. (Featured on SmartCustomerService.com.)

Genesys Launches Engage Multicloud Architecture

Genesys Engage Multicloud offers users a choice of cloud providers, deployment models, integrations, and system capabilities. (Featured on SmartCustomerService.com.)

Adobe Adds Data Governance to Its Real-time Customer Data Platform

Additions to Adobe's Real-time CDP help companies manage customer information across the enterprise.

Sprinklr Launches Sprinklr Community

Sprinklr Community helps companies create online communities directly on their websites for customers to troubleshoot problems, ask questions, and share ideas.

Salesforce Launches Feedback Management

Salesforce Feedback Management helps companies collect and act on customer and employee surveys.

LivePerson Introduces The Conversational Cloud

The Conversational Cloud creates an AI-powered command center for customer conversations.

IBM and Influential Launch Watson Advertising Social Targeting Solution

IBM is expanding its collaboration with social media technology provider Influential to help companies identify suitable influencers.

Sprinklr Adds More Than 750 Features Across Its CXM Line

Sprinklr has completely upgraded its Modern Marketing, Modern Advertising, Modern Research, Modern Care, and Modern Engagement products.

Qubit Is a First to Deliver Google Cloud's Recommendations AI

Qubit is one of the first personalization companies to offer Recommendations AI to e-commerce retailers.

Seamless Customer Experiences Require Simplified Operations, CX Network Speaker Contends

As customer journeys become more complicated, the workflows to address them need to be much simpler, a Calabrio speaker explains during the CX Network Contact Center seminar.

AWS Launches Interactive Video Service (Amazon IVS)

Amazon IVS lets companies add live and interactive video in their mobile and web applications in minutes.