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December 16, 2015
CRM Featured Articles
Marchex Adds Major Security Enhancement for Call Recordings
Marchex, a mobile advertising analytics company, today launched a major security enhancement to Marchex Call Analytics that enables companies to automatically redact credit card numbers from recorded phone calls in real time. (Featured on SmartCustomerService.com.)
Facebook Is Transforming Pages Into a Customer Service Hub
The social network is launching new capabilities to enhance the platform's customer service features. (Featured on SmartCustomerService.com.)
Why Customer Service Is Marketing—and How to Get It Right
In today's marketplace, savvy businesses are using unique technologies to up the ante on customer experience across all channels—phone, mobile, text, and Web—which translates into customer retention and higher sales.
USA Business Choice Enlists a Friendly Gatekeeper
A virtual assistant by CodeBaby helps users navigate the insurance provider's Web site
Can Better Customer Experience Improve Your Bottom Line?
A correlation exists, but it depends on your industry, your competitors, and your customers
CRM Across the Wire
Roximity Launches Verified Places
Verified Places allows retailers investing in a beacon networks to provide a comprehensive mobile experience for shoppers in all stores, including those that have yet to deploy beacons.
Support.com Enhances Nexus Guided Paths
Innovations with Guided Paths provide step-by-step, contextual guidance for self-service consumers and contact center agents. (Featured on SmartCustomerService.com.)
Nexmo Extends Chat App to SAP Cloud for Customer
Customer service agents using SAP Cloud for Customer can now engage people on chat apps like WeChat and Viber. (Featured on SmartCustomerService.com.)
Attensity Updates DiscoverCore
Attensity partners with Informatica and Tableau Software to deliver sophisticated analysis of unstructured data within existing business applications and workflows.
Connexity Acquires Hitwise from Experian
Connexity will expand its platform to include Hitwise AudienceView audience segmentation and marketing planning tools.
Powa Introduces Powa Tags
Powa Tags convert printed ads into a point of sale and lets companies track the effectiveness of ads.
TCN to Merge with Global Connect
The merger brings together two cloud contact center solutions providers. (Featured on SmartCustomerService.com.)