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July 12, 2021

Viewpoints

Why Employee Experience Is the Key to Customer Experience

Employee experience should be improved to drive productivity and customer satisfaction. (Featured on SmartCustomerService.com.)

Here's Why Companies Should Really Be Busting Down Silos

Silos are not without their positives. But the cons greatly outweigh the pros.

CRM Across the Wire

Mitto Adds Support for Instagram, Facebook Messenger, and Twitter

Mitto's Conversations business messaging solution now lets companies facilitate and respond to customer inquiries through Facebook Messenger, Twitter, and Instagram.

Contact Center as a Service Market to Hit $10.80 Billion by 2028

Grand View Research credits COVID-19 lockdowns for increasing use of cloud-based contact center solutions. (Featured on SmartCustomerService.com.)

ZoomInfo Integrates with Microsoft Dynamics 365

Joint customers can now access ZoomInfo's sales intelligence within Microsoft Dynamics 365.

6sense and Bombora Expand Partnership

6sense will provide Bombora Company Surge Intent data to its customers.

NICE Launches CXone SmartReach Following ContactEngine Acquisition

NICE expands proactive conversational AI capabilities with CXone SmartReach. (Featured on SmartCustomerService.com.)

Medallia Taps Oracle as a Preferred Cloud Infrastructure Provider

Medallia will rely on Oracle Cloud Infrastructure to power its Experience Cloud.

Short Cuts

Key Customer Service Challenges Solved by IVAs

SmartAction's Brian Morin and TechStyle Fashion Group's Aarde Cosseboom discuss service challenges many customer-facing organizations face, and how TechStyle Fashion Group mastered them with intelligent virtual assistants in this clip from their presentation at CX Connect 2021.

How to Leverage Predictive Analytics in the Contact Center

Calabrio Product Marketing Manager Terri Kocon discusses how to deploy next-generation analytics to deliver more actionable insights in the contact center in this clip from her presentation at CX Connect 2021.