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February 02, 2015

CRM Featured Articles

Verint: Customer Service Woes Start in the Back Office, Not on the Front Lines

You may be laser-focused on the front lines when it comes to improving customer service, but often problems originate in the back office. Are you seeing the forest for the trees? (Featured on

GoDaddy Pulls Controversial Super Bowl Ad

Following staunch criticism from animal activists, GoDaddy has replaced its puppy-centered content.

CSI Integrates Workforce Optimization into 3CLogic's Contact Cloud Solution

The two companies' combined efforts will enhance customer experience within the cloud contact platform.

Magazine Features

The Path to Personalized Customer Journeys

It takes much more than just knowing your customer's name.


Facing the Challenges of Fraudulent Web Traffic

Tactics for keeping both good and bad bots from skewing your VOC results.

Front Office

Correct Problems Caused by Outdated Automation Systems

'Personalization should permeate the customer experience at every touch point.'

CRM Across the Wire

Absolutdata Introduces NAVIK Converter

The NAVIK Converter decision engineering product helps SaaS businesses turn free users into paid subscribers.

Radish Systems Releases ChoiceView Web App

Callers can now interact with voice and visual menus on any mobile device with a Web browser.

Nielsen Partners with ResponseTek for the Nielsen Listening Platform

Nielsen Listening Platform is a solution for gathering and acting on real-time customer feedback.

Really Simple Systems Releases Google Contacts Sync

Users can synchronize their Google Contacts between their CRM systems and their Android devices.

BrightPattern Adds WebRTC to Its Rich Contact Experience

WebRTC enables the use of concurrent video, audio, text, and image transfer between businesses and their customers.

SproutLoud Partners with Telmetrics

Call analytics will help marketing teams track campaign performance.