Zendesk Adds Support Within Video Games
Zendesk's partnership with Unity enables integrated customer support within today's most popular games.
Lob Launches Confidence Score for Direct Mail Deliverability
Lob Confidence Score helps companies reduce the volume of undeliverable mail.
Adobe Enhances Customer Journey Analytics
Adobe has added anomaly detection and intelligent alerts to its Customer Journey Analytics.
Cisco Adds to WebEx Contact Center
WebEx Contact Center upgrades include AI-powered analytics, integrations, and customizations. (Featured on SmartCustomerService.com.)
Salesforce Acquires Slack for Nearly $28 Billion
After a week of speculation, Salesforce is acquiring Slack to make it the communication platform for Customer 360.
Facebook Buys Kustomer
Kustomer acquisition expected to help Facebook expand into social commerce and business communications.
Adobe Updates Real-time CDP with B2B Data
Adobe's Real-time CDP updates let users create and manage account profiles.
Adobe Adds to Adobe Target
Innovations help developers run their own tests and increase personalization.
Salesforce Introduces Revenue Cloud
Salesforce Revenue Cloud is designed to simplify B2B buying across channels.
Demandbase Unveils Demandbase One ABM Platform
Demandbase One combines Demandbase and Engagio technologies into a single account-based marketing solution.
California's Prop 24 Data Protection Rule Passes
California voters on Tuesday approved a major privacy law that will make it harder for companies to gather and share data about them.
Five9 to Acquire Inference Solutions
The Inference Solutions acquisition accelerates Five9's AI portfolio with proven IVA technologies. (Featured on SmartCustomerService.com.)
Chatbots Are Still Missing the Human Element, Strategy Analytics Finds
Customer emotions have a significant influence on their satisfaction with chatbots, but the technology still can't deliver, the researchers find. (Featured on SpeechTechMag.com.)
Calabrio Launches New Version of Calabrio ONE
The newest version gives agents more self-service control over their work schedules. (Featured on SmartCustomerService.com.)
Qualtrics Launches a Slew of CX Solutions
Updates to the Qualtrics XM Platform include enhanced analytics, data management and governance, and automatic trends and metrics trackers.
NICE InContact Launches Fall 2020 Version of CXone
The CXone Fall 2020 release adds business intelligence, biometrics, and advanced analytics.
SAP Launches Customer Data Platform
SAP highlights CX's importance within the company, but data will be the key moving forward, CEO says during virtual event.
Adobe Adds AI Customer Experience Capabilities to Intelligent Services
Adobe is introducing Content and Commerce AI and Real-time CDP as part of its Intelligent Services.
HGS Launches HGS Pulse Contact Center Analytics
HGS Pulse provides near-real-time business intelligence with a view into contact center operations and productivity.
Contact Center Analytics Market to Reach $2.66 Billion by 2026, Grand View Research Finds
Growing use of analytics in contact centers to continue for the next six years, the research firm predicts. (Featured on SmartCustomerService.com.)