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April 07, 2021
How AI Can Bridge the Gaps Between CRM, Marketing, and Sales
A new class of AI-powered solutions now has the ability to harness CRM data, merge it with multiple sources of sales and marketing information, and intelligently predict the likelihood of customer actions and behaviors.
Workforce Management Grows in Importance
The contact center WFM market is transforming to address the needs of the digital generation. (Featured on SmartCustomerService.com.)
Contact Centers’ Digital Transformation Has Only Begun
The process was hastened by the pandemic, but with COVID's end hopefully in sight, businesses need to rethink the service experience.
CRM Across the Wire
ZoomInfo Enhances Workflows
ZoomInfo Workflows help marketers and sellers automate repetitive tasks with triggers, filters, and actions.
Impact Acquires Affluent
Impact adds to its Partnership Cloud with Affluent purchase.
ServiceNow Partners with Qualtrics
ServiceNow and Qualtrics are combining workflows and employee and customer experience data.
Medallia Launches Prebuilt Solutions for Healthcare and Sales Industries
Medallia's latest prepackaged solutions provide insights and feedback into healthcare and field sales.
Ada Launches Ada Engage
Ada Engage helps companies provide automated customer experiences at scale.
AvePoint Launches Salesforce Cloud Backup for MSPs
Salesforce Cloud Backup will be available for managed service providers across 36 countries and in 58 distributor marketplaces.