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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


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

Dialpad Acquires Koopid

With its acquisition of Koopid, Dialpad can offer comprehensive and intelligent omnichannel support through Dialpad Contact Center. (Featured on

CallMiner Acquires Audio Capture Provider OrecX

CallMiner's acquisition of OrecX enables audio and screen capture use cases beyond the contact center. (Featured on

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