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May 07, 2018

CRM Featured Articles

Genesys CX18: Introducing AI-Powered Predictive Routing

The company unveiled an intelligent routing engine and a CX strategy that combines AI with the human touch. (Featured on


Take Your Company’s Customer Experience Efforts to the Community

Branded communities can capitalize on this emerging picture: Potential customers would much rather hear from their peers than they would from you.

Why RCS Might Soon Replace SMS

After years of periodically ramping up and then stalling, the Rich Communications Services project has received a new jolt of confidence thanks to Google's recent doubling-down on the technology. (Featured on

Scouting Report

Cloud Contact Center Solutions Continue Upward Trajectory

There's plenty of cloud-based excitement, though proliferation, compliance, and security remain issues.

CRM Across the Wire

Pegasystems Adds AI to Client Lifecycle Management

Pega infuses controlled AI into its CLM and KYC software to help global banks drive relevant product offers while ensuring compliance.

NICE Cognitive Robotic Automation Platform Expands on Amazon Lex's Self-Service Capabilities

NICE Robotic Process Automation drives the instant resolution of complex customer requests, enabling Amazon Lex's chatbot to support 24/7 customer self-service requirements. (Featured on

Really Simple Systems Launches CRM Quotations

With CRM Quotations, Really Simple Systems users can create and manage sales quotations directly from their CRM systems.

SugarCRM Adds Data Privacy Enhancements in Spring '18 Releases

Innovation within SugarCRM's Cloud, Relationship Management, and Relationship Intelligence offerings will help companies implement best practices for data privacy.

Xactly Enhances Its Sales Performance Management Platform

Built-in Microsoft integration, enhanced workflows, and deeper data insights round out the improvements to Xactly's artificial intelligence-based SPM platform.

Marketo Debuts Marketo Sky, Marketo Sales Engage, and Marketo Performance Insights

The three new sales and marketing products are unveiled at Marketo's annual user conference.

SmartAction Introduces Omni-bot

Omni-bot is an omnichannel customer self-service platform powered by artificial intelligence. (Featured on