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March 04, 2020

CRM Featured Articles

Banks Struggle to Meet Customer Expectations

Customer demands from banks have changed, and financial services firms are finding it difficult to deliver, a new report from BAI asserts.

Viewpoints

The Factors That Are Driving Contact Center Leaders to Use Speech Analytics

Customer experience improvements, finding upsell and cross-sell opportunities, and ensuring regulatory compliance are the top reasons for speech analytics deployments. (Featured on SmartCustomerService.com.)

The New CRM: Proactive Relationship Management

Artificial intelligence can turn customer relationship management into proactive relationship management, giving sales leaders greater visibility and better forecasting and revolutionizing the relationship between salespeople and technology.

Front Office

Onshoring and Offshoring Aren’t the Only Options

Where is outsourcing going? We were surprised to find out that, in many instances, it isn't going anywhere.

Insight

Transparency Is Critical to Resolve Privacy-Personalization Paradox

Companies need to be up front with consumers before collecting personal information

CRM Across the Wire

Calabrio ONE and Twilio Flex Integrate

Calabrio ONE and Twilio Flex are coming together to provide customer service teams with customer insights on a customizable cloud contact center platform.

Genesys Acquires nGUVU to Bolster Employee Experience Capabilities

Genesys' nGuVu acquisition brings new capabilities to Gensesy Cloud Workforce Engagement Management.

Madison Logic Joins the LinkedIn Marketing Partner Program

Madison Logic's and LinkedIn's joint clients can now access account-level insights to accelerate pipeline conversions. 

SoGoSurvey Unifies Solutions in 19.0 Release

SoGoSurvey's new release prioritizes feedback management from multiple tools in a unified platform.

LiveRamp Launches Safe Haven to Enable Data Partnerships

LiveRamp Safe Haven is a platform for transparent, secure data collaboration.

TINT Integrates with TikTok

Companies can now use TINT to curate user-generated videos on TikTok.

ProProfs Acquires Survey Software Provider Qualaroo

With its acquisition of Qualaroo, ProProfs adds the ability to survey web site visitors in context to its survey software suite.