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December 07, 2020
For Better Customer Service, Look into the Future
Companies can anticipate and address needs in advance with the right data, technology, and personnel
Why Every Company Needs a Modern Service Center and How to Get There
Contact centers need omnichannel, multiskill, feature-rich workforce management solutions to survive in the modern world. (Featured on SmartCustomerService.com.)
Customer Service’s New Role: Value Enhancement
It's no longer good enough to dissuade customer disloyalty. Customer service should strive to increase customer loyalty, by bringing something more than issue resolution to the table.
CRM Across the Wire
Ada Launches Social Channels
Ada's Social Channels features let users build once and deploy across WhatsApp and Facebook, with other channels to follow. (Featured on SmartCustomerService.com.)
Salesforce Introduces Service Cloud Workforce Engagement, Hyperforce, and Einstein Automate
Salesforce Service Cloud Workforce Engagement helps contact center leaders predict customer demand and organize their workforces to staff the right agents with the right skills at the right time.
AWS Updates Amazon Connect
Amazon Web Services has added to Amazon Connect with five capabilities powered by AWS's machine learning technology. (Featured on SmartCustomerService.com.)
Medallia Partners with Five9 to Provide Contact Center Leaders with Rich Insights
The Medallia and Five9 integration provides real-time and post-call customer feedback and actions. (Featured on SmartCustomerService.com.)
LinkedIn Launches LinkedIn Sales Insights (LSI)
LinkedIn Sales Insights is a data analytics tool that allows sales organizations to tap into data about LinkedIn's 722 million members.
ZoomInfo Launches Privacy Clusters
ZoomInfo Privacy Clusters help companies build long-term go-to-market strategies with customer intent data.
Verint Introduces Digital Behavior Analytics
Verint's Digital Behavior Analytics helps companies understand how customers navigate their digital properties.