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March 24, 2021

Viewpoints

Four Questions to Ask When Getting a Chatbot

Next-generation chatbots are far more capable than earlier ones, so you can't have the same expectations as before. (Featured on SmartCustomerService.com.)

4 Ways Speech Analytics Can Build the Contact Center of the Future Right Now

To stay ahead in this challenging market, contact centers are turning to speech analytics technology to analyze customer interactions and ensure compliance at every step of the customer journey.

CRM Across the Wire

Thoma Bravo Acquires Calabrio

Thoma Bravo acquired contact center software vendor Calabrio from fellow investment firm KKR.

Sevis Introduces Trusted Caller ID

Sevis' eCallMe! platform now features a custom caller ID solution that works natively on both Apple and Android devices.

Openprise Launches App Factory

Openprise App Factory helps revenue teams unify data and create self-service apps.

Mediafly Partners with ValueSelling Associates

Together Mediafly and ValueSelling Associates are bundling software and training to accelerate value across the buyer lifecycle and journey.

RenderSEO Partners with Trustpilot

RenderSEO integrates with Trustpilot's customer review platform.

Optimizely Acquires Zaius

Optimizely is adding to its Digital Experience Platform with the acquisition of customer data platform provider Zaius.

Genesys to Acquire Bold360 from LogMeIn

Genesys will add Bold360 to its digital and artificial intelligence business unit. (Featured on SmartCustomerService.com.)

The Next Step

Algorithms and (Artificial) Intelligence: Hype vs. Reality

Understand what you have—and whether it helps you get where you want to go.