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September 19, 2016

CRM Featured Articles

West Enhances Its Cloud Contact Center Solution

West has added multichannel capabilities to its Cloud Contact Center, including support for email, web chat, and text; network-based queuing; and inbound and outbound call blending. (Featured on SmartCustomerService.com.)

Zappix Adds Drag-and-Drop API Support for Visual IVR Integrations

The enhancement allows contact centers to infuse Visual IVRs with data from their back-office systems. (Featured on SmartCustomerService.com.)

Trustpilot Integrates with Zendesk to Deliver a More Seamless Review Process

A review on Trustpilot will automatically generate a customer service ticket in Zendesk so that agents can be immediately alerted and can appropriately respond. (Featured on SmartCustomerService.com.)

Viewpoints

6 Things Customer Service Should Monitor on Social Media

Context is just as important as content when keeping track of what customers have to say on social media. (Featured on SmartCustomerService.com.)

3 Ways to Approach Customer-Centric Marketing

Marketing in a post-impressions world that puts the customer first means that brand must focus on quality, not quantity.

Insight

Goodbye to Twitter’s Buy Button

Other customer service features are on the way from the social media giant

Reality Check

When, If Ever, Will Social Selling Really Sizzle?

The potential is there, but sales reps need more than just technology

CRM Across the Wire

Verint Partners with TeleTech on WFO and Analytics

TeleTech Technology and Verint have forged a strategic partnership offering workforce optimization and analytics to the TeleTech's contact center customers. (Featured on SmartCustomerService.com.)

Coveo Expands Partnership with Sitecore

Cloud-based intelligent search, product and content recommendations are now available for all Sitecore web sites, including Sitecore Commerce.

Estimote Launches Mirrors for Video Interaction with Customers

Estimote Mirror allows vide screens to display personalized content to consumers within close proximity.

Outbrain Partners with Bombora

The partnership between Outbrain and Bombora brings B2B intent data to content marketing.

Absolutdata Launches Navik SalesAI

NAVIK SalesAI gives sales reps an intelligent weekly game plan