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March 22, 2021
2020 Was the Year of the Cloud; What Does 2021 Have in Store?
Companies were forced to the cloud by the COVID-19 pandemic, but will cloud migrations continue when things get back to normal? (Featured on SmartCustomerService.com.)
The Key to Global Success? Global CRM
Companies have to get all of their accounts rowing in the same direction.
CRM Across the Wire
NICE Adds Real-Time Behavioral Insights from Enlighten AI to Its NEVA Desktop Guidance Platform
Equipping NEVA with Enlighten AI insights helps employees understand customer sentiment, proactively adapt their actions, and respond to requests.
LivePerson Partners with Medallia
The LivePerson-Medallia partnership allows companies to integrate customer feedback and conversations across messaging channels.
SproutLoud Partners with Invoca
SproutLoud and Invoca are bringing end-to-end call tracking, conversation intelligence, and insight directly to distributed marketing networks.
Vidyard Launches Desktop Apps
Vidyard desktop apps let users record and share custom HD videos through their desktop computers.
Fuze Adds Contact Center Updates and Envision Integration
Expanded mobility and visibility and new partnership strengthens Fuze's cloud contact center offering. (Featured on SmartCustomerService.com.)
Alorica Partners with Talkdesk
Collaboration unites Talkdesk's cloud contact center solutions with Alorica's execution and performance management capabilities, including its work-at-home solution, Alorica Anywhere. (Featured on SmartCustomerService.com.)