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December 14, 2020
CRM Featured Articles
Adobe Enhances Customer Journey Analytics
09 Dec 2020
Adobe has added anomaly detection and intelligent alerts to its Customer Journey Analytics.
Cisco Adds to WebEx Contact Center
08 Dec 2020
WebEx Contact Center upgrades include AI-powered analytics, integrations, and customizations. (Featured on SmartCustomerService.com.)
Viewpoints
How Call Centers Can Thrive by Managing the Unexpected
01 Jul 2020
Artificial intelligence can provide contact centers with staffing forecasts amid a sea of uncertainty. (Featured on SmartCustomerService.com.)
Front Office
Digital Agility Will Be the Key to Continuity in 2021
02 Dec 2020
The pandemic has shown that just about anything that can be done in person can be done digitally
CRM Across the Wire
Salesmsg Releases CRM Texting for Hubspot, Infusionsoft, ActiveCampaign, and Pipedrive
11 Dec 2020
Salesmsg's CRM Texting removes the need to import or export contact records.
FayeBSG Releases Flare Sentiment Analysis for Zendesk
10 Dec 2020
Flare Sentiment Analysis automatically analyzes incoming support messages' mood and gauges sentiment on each response.
Verint Adds Engagement Data Management to its Open Cloud Platform
10 Dec 2020
Verint EDM is designed to help companies create an enterprise-wide interaction data hub
8x8 Updates the 8x8 Open Communications Platform
09 Dec 2020
8x8's new release delivers work-from-anywhere insights and improved administrator and user experience. (Featured on SmartCustomerService.com.)
Lifesize Augments Cloud Contact Center Capabilities and Application Integrations
09 Dec 2020
Enhancements to CxEngage and integrations improve automation, intelligence, agent productivity, workforce optimization, and reporting. (Featured on SmartCustomerService.com.)
Chorus.AI Launches Momentum Insights
09 Dec 2020
Momentum by Chorus.ai provides deal and relationship visibility inside current CRM platforms.