Salesforce Announces IoT Insights for Field Service Lightning

The solution aims to provide the data necessary to deliver predictive customer service for Internet of Things (IoT) devices. (Featured on SmartCustomerService.com.)

Directly Announces CX Automation Platform

The platform leverages the knowledge of expert users to help companies provide quick and effective customer service.

Conversica Launches AI Customer Success Assistant

The assistant automates customer conversations with the goal of improving the customer experience while reducing administrative task load.

Ensuring Employee Expertise is a Digital Marketing Essential, Report Finds

The report from Digital Marketing Institute asserts that marketing leaders must make sure that their teams are properly skilled in the face of digital change.

LiveChat Launches New Chatbot Capabilities

The new functionality arises from integrating the LiveChat and ChatBot solutions. (Featured on SmartCustomerService.com.)

Janrain Announces Identity Central

The next-generation offering aims to accelerate implementation of customer identity and access management.

Zoho Updates CX Platform with Zia and New Analytics Tool

The latest version of Zoho CRM Plus is powered by the company's Zia virtual assistant as well as a new offering, Zoho Analytics.

LinkedIn Sales Solutions Announces New Sales Navigator Features

The new features include alerts, custom lists, and a ‘reports to' field on the lead page.

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.