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December 18, 2019
Marketing’s Digital Divide: It’s Not “Digital” Marketing, It's Just Marketing
Many organizations have allowed a separate and distinct "digital" marketing team to evolve. It operates along-side the traditional outbound marketers but may not always work on integrated channel programs with them. This divide creates barriers to achieving the seamless, insight driven, omnichannel experience to which we aspire. Part one of a two-part series.
How to Source New Agent Talent
Contact center leaders must seek a much broader range of skills and types of agents to keep up with workforce changes. (Featured on SmartCustomerService.com.)
Brand Management a Challenge, Gartner Survey Shows
Even though global brand management is critical for company success, more than one-third (35 percent) of companies struggle with it, Gartner reports in its most recent brand survey.
CRM Across the Wire
AudioCodes Expands Collaboration with AWS for Call Analytics
AudioCodes' collaboration with AWS allows shared customers to stream phone calls to AWS machine learning services for recording, transcription, voice processing, and analysis. (Featured on SpeechTechMag.com.)
Ribbon and Amazon Partner on Automated Call Analytics and Recording
Ribbon's cloud-native SBC has been successfully tested with Amazon Chime Voice Connector for SIP-based Media Recording (SIPREC). (Featured on SpeechTechMag.com.)
Terminus Acquires Sigstr
The deal between Terminus and Sigstr brings together two account-based marketing platform providers.
CEM Market Expected to Nearly Double in 5 Years
Research firm MarketsandMarkets predicts growth for the customer experience management market from current value of $7.8 billion to $14.5 billion by 2024.
Fonative and Numeracle to Deliver Trusted Calling to Contact Centers
Fonative will add Numeracle's NumeraCert and NumeraList for trusted calling in contact centers.
MeaningCloud Partners with Automation Anywhere
MeaningCloud's collaboration with Automation Anywhere will enable intelligent automation to manage unstructured data.
Twilio Adds Support for Verified SMS by Google
Twilio enables businesses to send verified, branded SMS so consumers can trust the content they receive.