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October 09, 2019
Viewpoints
How to Use Customer Self-Service During an Economic Downturn
01 Apr 2019
Self-service can help companies weather any financial storm without killing the customer experience. (Featured on SmartCustomerService.com.)
How AI Helps Small Businesses Edge Out Larger Competitors
03 Oct 2019
AI lets you personalize services, devote the necessary attention to qualified leads, and plan your marketing efforts to speak to people on a deeper level.
Case Studies
UJET Puts Dia&Co on the Plus Side of the Ledger
01 Oct 2019
The fashion retailer has boosted customer satisfaction with its new contact center platform
The State of Customer Service Automation 2019
30 Sep 2019
Insights from 75 million issues & 71 million bot interactions reveal how automation trends are driving customer service forward. Download this report to learn about the impact of customer service bots on standard contact center KPIs.
CRM Across the Wire
Playvox Launches Agent Optimization Suite
08 Oct 2019
Playvox's agent optimization suite includes quality assurance, performance management, learning, coaching, agent recognition, and agent motivation in one platform.
Medallia Acquires Collaboration Platform Provider Crowdicity
08 Oct 2019
Medallia adds ability to fuel customer and employee engagement with Crowdicity acquisition.
Upland Software Acquires Altify
08 Oct 2019
Upland adds to its Sales Optimization solution suite with its acquisition of Altify.
6sense Launches Account Based Retargeting
07 Oct 2019
6sense Account Based Retargeting lets users optimize search and display retargeting budgets with insights from 6sense's Company Graph.
Aspect Software Launches Cloud Contact Center 19
07 Oct 2019
Aspect improves the performance and scalability of its workforce optimization, inbound, outbound, and omnichannel offering. (Featured on SmartCustomerService.com.)
Brightcove Expands Partnership with Adobe
04 Oct 2019
Brightcove brings video capabilities to the Marketo LaunchPoint ecosystem.