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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 SmartCustomerService.com.)
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 SmartCustomerService.com.)
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
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.