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February 05, 2020
The Three Ts of Digital Transformation
Timing, testing, and trust need to be at the forefront of any digital transformation. (Featured on SmartCustomerService.com.)
The WFO Market Continues to Beat All Odds
Buoyed by productivity and innovation, workforce optimization remains a perennial enterprise software success story
CRM Across the Wire
Pega Launches Express for Low-Code App Development
Pega's Express methodology uses design thinking for mobile app development.
CallRail Integrates with Google Ads
CallRail Google Ads integration allows marketers to capture and analyze leads directly from the SERP.
Sparkhound Introduces Pop-up Service Desk
Pop-up Service Desk helps companies handle increased help desk calls and trouble tickets during digital transformations.
SproutLoud Launches Call Tracking Attribution Software with Speech Recognition
SproutLoud's end-to-end call tracking attribution solution includes artificial-intelligence-optimized speech recognition and call scoring. (Featured on SpeechTechMag.com.)
OnviSource Expands Intellecta Multichannel Analytics
OnviSource Intellecta offers AI-driven multichannel analytics. (Featured on SpeechTechMag.com.)
Cloud-based Contact Center Market to See Huge Growth
Mordor Intelligence expects cloud contact center deployments to increase 25 percent per year through 2025. (Featured on SmartCustomerService.com.)
Chatbots a Top Priority for Customer Engagement, Frost & Sullivan Finds
Messaging and customer service bots are expected to be high priority for contact centers through 2022. (Featured on SmartCustomerService.com.)