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CRM Featured Articles

Zendesk Stresses Messaging's Growing Role at Relater Event

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

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

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

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

Avaya Agent for Desktop can transition contact centers to a flexible, work-from-home model. (Featured on SmartCustomerService.com.)

SalesLoft Unveils Three New Products

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

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

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

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

Verint and Adobe unify data from their respective Experience platforms to help predict customer interaction outcomes.

Microsoft Adds More AI to Dynamics 365

New AI features in Microsoft Dynamics 365 connect and extend insights across organizations.

LinkedIn Updates Sales Navigator

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

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

NICE also launched NICE Employee Virtual Attendant (NEVA) Unlimited, a complete RPA solution.

Zappix Expands Visual IVR Services in 2020 Release

Zappix has expanded the capabilities and integrations for its customer experience platform.

A Televerde Update: Outsourcer Changes the Lives of Inmates

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

Adobe Experience Cloud system upgrades bring more customer insight and real-time capabilities to retailers.

The Top 15 CRM News Stories of 2019

A look at the CRM trends and innovations that made headlines in 2019.

Microsoft Adds Retail-Specific Solutions

New products related to Microsoft Dynamics 365 and other business applications provide more in-store and customer insights for retailers.

Deloitte Reveals Five Steps to Transform B2B Sales Experiences

B2B sales organizations that are more customer-centric are growing faster and at 50 percent lower cost, Deloitte research found.