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November 18, 2020
The Psychology of Queues: How Customers Perceive Being on Hold
Customers respond better when they know how long the wait will be, but their patience isn't unlimited. (Featured on SmartCustomerService.com.)
CRM Across the Wire
Salesforce Launches Customer 360 Truth
Customer 360 Truth creates a single source for customer data across all customer touchpoints.
Alida Partners with Voxpopme
Alida's partnership with Voxpopme enables companies to incorporate video into the customer feedback efforts.
PCI Pal Partners with Oracle
PCI Pal has collaborated with Oracle to offer enhanced payment security to its contact center customers.
Pega Introduces RPA Auto-Balancing
Pega RPA Auto-Balancing enables hands-free bot workload management.
NICE Partners with Symphony
Partnership combines NICE's attended automation and AI with Symphony's methodologies for rapid integration.
Medallia to Integrate with Oracle Cloud CX
The combination of Medallia Experience Cloud and Oracle CX Service delivers deep insights for superior customer service
Terminus Adds to Engagement Hub
Terminus Engagement Hub's new capabilities keep sales and marketing coordinated with proactive chat scheduling, an improved Salesforce integration, and upgraded alert functionality.