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December 16, 2019

Viewpoints

Why Your VoC Programs Should Extend Beyond the Contact Center

Successful customer feedback programs programs should include solicited and unsolicited comments across channels. (Featured on SmartCustomerService.com.)

Real-Time Journey Analytics: Maximizing the Customer Experience with Every Interaction

In today's hyper-connected sales environment, businesses require more than surveys or the Net Promote Score to gain a comprehensive view of the customer. Scalable, cloud-based customer journey analytics give companies their best chance at identifying unmet CX needs.

Insight

Gartner Hypes Blockchain as a Sales Tool

A handful of technologies are on the brink of making a splash in CRM sales technology but are still five to 10 years away from any significant adoption, according to Gartner, which recently released its "Hype Cycle for CRM Sales Technology" report.

CRM Across the Wire

MindTouch Enhances Salesforce Integration

MindTouch integration lets contact center agents access knowledgebases from within Salesforce Service Cloud and Salesforce Community Cloud.

Blackbird Launches Cannabis Industry-Specific CRM Platform

The new Blackbird platform combines Baker CRM and Blackbird e-commerce.

Qualtrics Adds to the Experience Management Suite

Automated customer alerts and recommended company actions, delivered in real time to employees mobile devices round out the added capabilities in Qualtrics' CustomerXM,  ProductXM, and BrandXM. 

Five9 Creates Joint Offering with Zoom

Five9's and Zoom's jointly developed solution allows seamless call routing between Zoom Phone and the Five9 Intelligent Cloud Contact Center. (Featured on SmartCustomerService.com.)

OnviSource Introduces Version 2.0 of Its Liaa Intelligent Virtual Agent

Powered by OnviSource's proprietary artificial intelligence and RPA, Liaa 2.0 delivers conversational self-service through chat and voice. (Featured on SmartCustomerService.com.)

LogMeIn Integrates Bold360 with Popular Chat Apps

LogMeIn has expanded Bold 360's messaging capabilities to WhatsApp, WeChat, Facebook Messenger, and SMS. (Featured on SmartCustomerService.com.)

The Last Line

Analyzing CX Means Looking at the High Points, Wherever They Are

How customers feel at the end of interactions is only part of the story, not the climax