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November 11, 2020
Why We Need to Bring Personas into Customer Service
Personas will better match agents with customers, improving experiences for both. (Featured on SmartCustomerService.com.)
CRM Across the Wire
Cloud Contact Center Market Seeing Robust Growth
MarketsandMarkets pegs the current cloud contact center market at $11.5 billion and expects it to grow to $36.1 billion by 2025. (Featured on SmartCustomerService.com.)
Oracle Updates Sales and Commerce Solutions
Oracle has added artificial intelligence and integrations for the sales and commerce solutions within its Fusion Cloud Customer Experience suite.
Sprinklr Partners with Mediaocean
Integration brings Sprinklr's Modern Advertising together with Mediaocean's ad management platform for social media advertising.
Insightly Adds to Insightly Marketing
New features in Insightly Marketing include prospect grading and scoring, A/B and multivariate testing, and marketing analytics.
Cheetah Digital Launches Cheetah Personalization
Cheetah Personalization is a new addition to the Cheetah Customer Engagement Suite.
InsideView Launches Chrome Extension and Consolidated InsideView Insights
InsideView Insights includes expanded list-building capabilities and 100 million contacts for demand generation.
Zendesk Partners with WhatsApp
Zendesk will provide enhanced customer conversations on WhatsApp, Facebook Messenger, and Instagram directly within Zendesk.