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March 24, 2021
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.