Agility, Speed Essential for Contact Center, Genesys Xperience Speakers Stress

Speakers on Day 2 of Genesys' user conference tout the benefits of cloud contact center deployments.

Exceed.ai Announces New Machine Learning Capabilities

The new capabilities aim to better engage prospects.

Genesys Doubles Down on AI at Its Xperience Conference

Conference speakers identify artificial intelligence and related technologies as the key to handling the explosion of contact center communications.

Salesforce to Acquire Tableau in $15.7 Billion Deal

Salesforce is acquiring data analytics platform provider Tableau to help clients accelerate their digital transformations.

LogMeIn Launches AI-Powered Bold360 Suite

The new products aim to help companies deliver enhanced and personalized customer experiences throughout the customer life cycle.

Swiftpage Announces Act! 365 Pro

The new product tier provides customer management, sales acceleration, and email marketing capabilities for small businesses.

Salesforce Announces Blockchain Platform

The platform brings blockchain and CRM together with the goal of enabling companies to create blockchain networks, workflows, and apps that deliver new customer experiences.

CRM Evolution Video: Can We Trust AI to Detect Customer Emotion?

Studio Overmorgen author Jarno Duursma discusses issues with AI for accurately and responsibly interpreting emotion in customer interactions in this clip from his opening keynote at CRM evolution 2019.

CRM Evolution Video: The 5 Digital Transformation Building Blocks

ISM President Barton Goldenberg plots out an effective digital transformation roadmap with 5 key building blocks to drive CX excellence in this clip from his keynote at CRM evolution 2019.

CRM Evolution Video: How AI Is Becoming More Human

Studio Overmorgen author Jarno Duursma discusses the humanization of AI and its impact on customer interactions in this clip from his opening keynote at CRM evolution 2019.

Verint Launches Unified VoC at Its Engage Conference

Verint executives outlined a strategy to save companies time and money on customer experience improvements. (Featured on SmartCustomerService.com.)

Dialpad Launches Dialpad Sell

The new tool aims to enable sales teams to easily make calls from anywhere and understand the conversations they have in new ways.

Mediafly Announces New User Interface and Customization Tools

The new interface features animations, customizable layouts, and interactive content.

CRM evolution Video: What Are the Drivers of Digital Transformation?

ISM President Barton Goldenberg identifies the key customer and company drivers of digital transformation in this clip from his keynote at CRM evolution 2019.

NICE InContact Continues to Stress Partners' Role

Partners help NICE inContact provide a one-stop contact center solution, but it's not a one-sided relationship. (Featured on SmartCustomerService.com.)

ICMI Contact Center Expo 2019: Emphasizing Employee Engagement

Speakers on day two of the conference assert that transparency and culture are crucial to a strong organization. (Featured on SmartCustomerService.com.)

ICMI Contact Center Expo 2019: Connecting With Customers Is Key

A customer-focused culture also requires collaboration and a special focus on contact center employees, speakers say. (Featured on SmartCustomerService.com.)

SMBs Failing to Urge Customers to Leave Positive Reviews, Research Finds

Only 40 percent of small businesses encourage customers to leave positive online reviews, Clutch Research's The Manifest has found.

Anxious Customers Prefer Human Customer Service, HBR Research Finds

As companies increasingly defer customers to self-service and automated channels, there's a cohort of customers that may not benefit from this approach—anxious ones. (Featured on SmartCustomerService.com.)

Folloze Launches Personalization Engine

The Personalization Engine aims to empower B2B companies to engage customers and prospects in deeper, more meaningful ways.