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October 20, 2021
CRM Featured Articles
BIA Expects Mobile to Surpass Direct Mail in 2022
BIA puts mobile spending at 21 percent of the 2022 forecast and direct mail at 20.7 percent, marking the first time mobile has dominated.
Give Customers What They Want: Great Self-Service
Organizations need to take a fresh look at their self-service offerings and put in motion a technology refresh. (Featured on SmartCustomerService.com.)
Cloud Contact Centers to Be Mainstream in Two Years
Companies are starting to see the benefits of CCaaS, Gartner notes in new Hype Cycle report.
CRM Across the Wire
CSG Launches CSG Xponent
CSG Xponent is a unified cloud customer engagement hub that harnesses customer data and artificial intelligence.
Mediafly Integrates with Slack and Gong
Mediafly has integrated its sales enablement software with the Slack messaging platform and Gong's conversation intelligence platform.
Observe.AI Launches Intelligent Workforce Platform
Observe.AI's Intelligent Workforce Platform brings AI and conversation intelligence to its contact center workforce solution. (Featured on SmartCustomerService.com.)
Dialpad Acquires Koopid
With its acquisition of Koopid, Dialpad can offer comprehensive and intelligent omnichannel support through Dialpad Contact Center. (Featured on SmartCustomerService.com.)
CallMiner Acquires Audio Capture Provider OrecX
CallMiner's acquisition of OrecX enables audio and screen capture use cases beyond the contact center. (Featured on SmartCustomerService.com.)
Emplifi Unveils New Voice of Customer Features
Emplifi's new Voice of Customer features bring Decision AI and updated survey frameworks that offer insights on campaign performance, product trends, and more.
Avaya Launches Experience Builders
Avaya Experience Builders aligns Avaya services, partners, and developers to help companies build customer and employee experiences. (Featured on SmartCustomerService.com.)