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September 21, 2020
CRM Featured Articles
CX Becomes Essential as Contact Centers Become the Face of the Company
Companies survived amid the pandemic because their contact centers provided empathy and moved to the cloud, Cyara's CEO said during his company's Cyara Xchange.
Pandemic Challenges Companies to Master Customer Signals, Oracle Execs Say at Cloud CX Virtual Summit
Companies need to clean up their data to better serve customers during the crisis, Oracle leaders said at the company's online event today.
Pandemic Highlights Data's Importance, NICE Interactions Day 2 Speakers Contend
The pandemic has offered businesses a chance to reexamine their contact center and data processes, event panelists discuss. (Featured on SmartCustomerService.com.)
NICE Event Highlights Critical Nature of Contact Centers During Pandemic
With the pandemic, extreme workforce agility has become the new normal, NICE Interactions virtual event speakers contend. (Featured on SmartCustomerService.com.)
Why You Might Soon Need Permission to Work From the Office
With so many changes throughout the business world, many are starting to wonder: Is our new working reality the way of the future?
Contact Center Workforce Management Makes the Customer Experience
Contact center customers might not see behind the curtain, but managing your workforce is still critical to customer success. (Featured on SmartCustomerService.com.)
IVAs: The First Responders for Customer Service
Whether call volume surged or slowed to a trickle, intelligent assistants have proved effective on the front lines
CRM Across the Wire
Medallia Integrates LivingLens with Zoom Video Communications
Through the integration, companies can use LivingLens and Zoom to conduct customer research.
Five9 Unveils Agent Assist
Five9 Agent Assist provides consistent, detailed and precise call summaries. (Featured on SmartCustomerService.com.)
ringDNA Launches Guided Selling
ringDNA Guided Selling uses AI to recommend next-best actions for sales reps, including whom to contact, when and how to contact them, and what to say.
Plum Voice Launches SecureAssistant Virtual Payment Agent
Plum Voice SecureAssistant masks credit card information from contact center agents and recording systems. (Featured on SmartCustomerService.com.)
Five9 Introduces VoiceStream
Five9 VoiceStream is a cloud-to-cloud media streaming service for securing contact center voice data. (Featured on SmartCustomerService.com.)
7.ai Unveils Engagement Cloud
7.ai Engagement Cloud is an integrated conversational AI platform for businesses. (Featured on SpeechTechMag.com.)
Adzooma Partners with Trustpilot
The Adzooma-Trustpilot partnership brings together customer review and marketing platforms.