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October 18, 2017

CRM Featured Articles

SAP, with IBM, Announces Enhanced Hybris Commerce for Telecom and Media Companies

SAP Hybris Commerce, the ‘teleco and media accelerator,' aims to help telecommunications and media companies deliver better customer experiences.

Almost Two-Thirds of Customer Service Calls Are for 'Simple Requests'

According to new research from visual IVR technology provider CallVu, 63 percent of calls handled by support agents involve simple requests, like account balance, transaction information, and other basic questions. (Featured on


Facebook Messenger Could Be Your Next Big Customer Service Channel

Companies that will succeed on Facebook Messenger will figure out how to make it a useful, personalized experience. (Featured on


Companies Need a Presence on Channels They Don’t Own

Consumers begin in non-company-owned channels and end up in company-owned ones to resolve service issues

Reality Check

Bots Are Here to (Self-) Serve You

Thanks to machine learning and AI, bots today can usually give customers what they want.

CRM Across the Wire

ConnectLeader's Sales Platform Receives a Patent

ConnectLeader's Sales Engagement and Sales Acceleration platform lets companies engage prospects systematically using mnultiple communications modes.

Relay Network Partners with Zoot

The two firms are offering a real-time customer engagement platform.

Sitecore Launches Experience Cloud

With Sitecore's latest enhancements, data collection and machine learning tools give companies faster access to contextual customer insights.

Monetate Adds to Action Builder

Monetate's newest toolset offers expanded capabilities for marketers.

Atomic Reach Integrates with HubSpot

The integration unlocks data patterns to help marketers create the right content.

Higher Logic Acquires Informz and Real Magnet

The acquisitions allow Higher Logic to offer an expanded suite of engagement capabilities for marketing automation, social outreach, and online communities.