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December 10, 2018
CRM Featured Articles
Directly Announces CX Automation Platform
04 Dec 2018
The platform leverages the knowledge of expert users to help companies provide quick and effective customer service.
Salesforce Announces IoT Insights for Field Service Lightning
05 Dec 2018
The solution aims to provide the data necessary to deliver predictive customer service for Internet of Things (IoT) devices. (Featured on SmartCustomerService.com.)
Verint Launches New Automated Verification Features
06 Dec 2018
The robotic process automation solution monitors the end-to-end health of contact center systems. (Featured on SmartCustomerService.com.)
Viewpoints
Advanced Identity Verification is the Key to a Frictionless and Secure Customer Experience
01 Jun 2018
A smart, multilayered approach to fraud prevention and identity verification is essential. (Featured on SmartCustomerService.com.)
The Holiday Shopping Season Is Critical. Retailers Should Make It Less Critical
05 Dec 2018
A smart, omnichannel, subscription-based approach that emphasizes customer relationships over transactional tactics, and converts customers' goodwill into recurring revenue, can keep the holiday cheer going year-round. Plus: five retailers show how.
Reality Check
Small Businesses, Take Note: AI Is Ready for Prime Time
27 Nov 2018
It's not just for big enterprises anymore. Even mom-and-pop shops can use AI to optimize sales
CRM Across the Wire
LivePerson Launches Maven Conversational AI
05 Dec 2018
LivePerson Maven replaces traditional websites and toll-free phone numbers for communications with customers. (Featured on SmartCustomerService.com).
Zappix Unveils Actionable Analytics as Part of the Zappix Analytics Suite
05 Dec 2018
New capabilities allow companies to actively understand and analyze customer trends. (Featured on SmartCustomerService.com.)
Speakeasy Enhances Integrations Between IVRs and Digital Bots
05 Dec 2018
The latest release works with the entire Speakeasy AI suite to allow customers to switch from IVR to chat and/or IVR to bot. (Featured on SmartCustomerService.com.)
Dialpad Launches Dialpad Support for Call Centers
05 Dec 2018
Dialpad Support for Call Centers features real-time AI tools. (Featured on SmartCustomerService.com.)
OutboundEngine Launches iOS Mobile App
06 Dec 2018
OutboundEngine's iOS app helps SMBs engage with leads in real time.
CallRail Enhances Cost-Per-Lead Solution with Multichannel Data
06 Dec 2018
With this enhancement, marketers can now attribute conversions from multiple interaction types and channels.