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November 18, 2020

Viewpoints

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.