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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 SmartCustomerService.com.)
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.
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 SpeechTechMag.com.)
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 SpeechTechMag.com.)
Pega Expands Cloud Choice Guarantee with Kubernetes Support
Clients can deploy Pega with Kubernetes on AWS, Microsoft Azure, Google Cloud, Pivotal, and Red Hat.