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October 31, 2018


It’s Time to Replace Traditional Contact Center Quality Assurance

Traditional QA systems have gotten more robust, but companies aren't using them. (Featured on

CRM Across the Wire

InsideView Adds Bombora’s Intent Data to Apex

Bombora's intent data will help InsideView Apex users improve their strategic targeting.

Calabrio Enhances Calabrio ONE

Calabrio adds enterprise scalability and other enhancements to automate and simplify management of large-scale workforce optimization deployments. (Featured on

Knoah Partners with Augment to Deploy ChatHelper

ChatHelper brings artificial intelligence to the digital agent desktop in real time.

Brainshark Introduces Sales Coaching Practice Field

Brainshark's Sales Coaching Practice Field lets users rehearse their sales pitches before review by managers.

X2Engine Releases X2CRM Enterprise Version 7.0

X2CRM Enterprise 7.0 provides increased customer engagement and behavior monitoring.

Return Path Launches Dynamic Optimization

Dynamic Optimization uses advanced analytics to improve inbox placement and boost subscriber engagement.

Linc Adds a Digital Assistant to Automated Customer Care

Linc's Customer Care Automation platform gives direct-to-consumer companies an automated assistant capable of a wide range of services across conversational channels.

OpenText Extends ECM for Microsoft Dynamics 365

OpenText integrates its Enterprise Content Management with Microsoft Dynamics 365 for Customer Service.

The Last Line

Customer Service Needs to Tackle Customer Emotion

How a customer feels about an interaction is the biggest contributor to good CX