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March 04, 2019

CRM Featured Articles

Optimizely Launches Easy Event Tracking

Easy Event Tracking allows businesses to feed third-party data into the Optimizely platform, enabling them to experiment with user journey elements and track their results.

Talkdesk Announces Winter 19 Release

The new release is designed to allow contact centers to provide personalized and contextualized experiences in every conversation, regardless of channel or device. (Featured on SmartCustomerService.com.)

Viewpoints

Voice-Based Data Can Be a Strategic Asset if Used Properly

Contact centers deploying artificial intelligence-driven speech-to-text (STT) solutions and multichannel data analytics can greatly improve the customer experience. (Featured on SmartCustomerService.com.)

3 Reasons Your CRM Stinks—and What to Do About Them

These internal company issues lead to low adoption, frustration, and wasted investment. Thankfully, they're fixable.

Front Office

Being an Enabler Has Become a Good Thing

The term 'enabler' now has positive connotations, at least in a business context

CRM Across the Wire

Voicesense Adds Predictive Analytics to Call Center Offerings

Voicesense's newest version includes AI-driven customer and agent profiling for live call center operations.

InMoment Unveils Market Experience Cloud and Employee Experience Cloud

Both are integral components of InMoment's new Experience Intelligence (XI) Platform and integrate with InMoment's Customer Experience (CX) Cloud.

Altify Launches Customer Revenue Optimization (CRO)

Customer Revenue Optimization, part of Altify's Spring '19 release, helps companies with value creation at every customer touchpoint to unlock and maximize new revenue opportunities.

Engagio Launches Engagement Minute Attribution for ABM

Engagio's Engagement Minute Attribution measures both marketing's and sales' impacts.

Sparkcentral Enhances Instagram Support for Social Customer Service Platform

Companies can now respond to and engage with customers at scale in real time on the popular photo sharing app. (Featured on SmartCustomerService.com.)

NICE Releases IVR Optimization 8.0

The new version of NICE IVRO allows advanced personalization and deep understanding of customer journeys with analytics and artificial intelligence. (Featured on SmartCustomerService.com.)