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January 29, 2020


Customer Channel Preferences Are Evolving

Customers are adopting a wide variety of channels for contacting customer service, and many of them are digital. (Featured on

Case Studies

JOANN Gladly Crafts Personal Interaction

By moving to a modern customer service platform, the craft retailer has improved customer responsiveness

CRM Across the Wire

Cisco Enhances Contact Center Portfolio

Cisco today introduced an AI infusion, a new customer experience solution, and a new cloud contact center product.

True Influence Launches the True Influence Marketing Cloud

True Influence Marketing Cloud is a combination of data, platform technology, and intent-based solutions.

PCI Pal Launches PCI Pal Digital

PCI Pal Digital offers security for payments across digital engagement channels, including webchat, social media, email, and SMS.

Tealium Partners with Invoca

Partnership helps engage customers in real time by unifying inbound call analytics data, conversational insights, and rich customer profiles.

ServiceNow Introduces Industry Solutions Strategy

ServiceNow's initial solutions will focus on the banking and telecommunications verticals.

EGC Group Introduces Raydeus Online Listing Management Platform

Raydeus online listing management platform helps businesses be voice search-ready and top ranked.