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December 04, 2019

CRM Featured Articles

Improving Customer Satisfaction and Overcoming Information Silos Weigh Most Heavily on Call Centers

New survey by KMWorld and Unisphere Research with KMS Lighthouse pinpoints key contact center challenges. (Featured on


Customer Data Platforms: Striving for a Single View of the Customer

To marketers trying to swim through a flood of disconnected customer data, a CDP can look like the life preserver needed for them to stay afloat. And if it is the real deal, it can be. Here's a look at the CDP field today.


Gartner Survey Finds Self-Service Insufficient

The self-service shortfall comes at a time when the cost differences between self-service channels, like company-run websites and mobile apps, and agent-assisted channels, like phone, email, and chat, are very substantial and continue to widen.

Customer Experience

How AI Is Impacting CRM (Already)

More customer data leads to smarter AI, and the sky's the limit

CRM Across the Wire

Avaya Adds PCI Pal as a DevConnect Partner

PCI Pal has joined Avaya's DevConnect Program, integrating its payment processing solutions into Avaya's contact center platforms.

Neustar and TRUSTID Introduce Inbound Authentication Pro

Inbound Authentication Pro combines Neustar and TRUSTID technologies into a single, flexible solution for inbound call authentication.

Sprinklr Acquires Nanigans' Social Advertising Business 

Nanigans' social advertising business will complement Sprinklr's platform for customer experience management.

Artificial Solutions Launches Teneo Connectors to Increase Chatbot Powers

Teneo Connectors allow chatbots to harness the power of back-office technology. (Featured on

ListenFirst Launches Social Listening and Sentiment Analysis

ListenFirst's social analytics solution offers advanced capabilities that marry earned sentiment with organic and paid performance. (Featured on

Pega Expands Cloud Choice Guarantee with Kubernetes Support

Clients can deploy Pega with Kubernetes on AWS, Microsoft Azure, Google Cloud, Pivotal, and  Red Hat.