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February 06, 2019
Customer Service Vendors Consolidate as Customer Service Democratizes
Shifting demands and market conditions are driving vendors to switch from best-of-breed components to more integrated suites. (Featured on SmartCustomerService.com.)
Social Media Must Be Proactive
Most social media users expect companies to respond to social media comments, Clutch Research has found
CRM Across the Wire
Pegasystems Upgrades Healthcare Suite
Pegasystems has unified its care management, customer service, and marketing applications for healthcare into one platform.
Nuance Unveils Project Pathfinder to Increase the Conversational Intelligence of Virtual Assistants
Project Pathfinder automatically builds domain-specific conversation maps from existing contact center chat logs. (Featured on SmartCustomerService.com.)
SurveyMonkey Launches Customization Features
Organizations can now create on-brand surveys and leverage new prebuilt layouts, colors and much more.
MadCap Software Launches MadCap Authoring and Management System
MadCap AMS is a complete solution for streamlining content delivery, from authoring, publishing, and translation to cloud-based project and content management.
Customer Satisfaction With Banks Up Slightly
CFI Group's Bank Satisfaction Barometer moves from 79 to 80 on a 100-point scale.
Gainsight Launches Product Experience (PX) Platform
With Gainsight PX, B2B product teams can leverage deep product insights and personalize in-app engagements.
Taptica Acquires RhythmOne
Taptica strengthens its video advertising capabilities with the acquisition of RhythmOne.