CRM Featured Articles

CRM Vendors Work on COVID-19 Vaccine Distribution

Salesforce's Work.com platform is being used by Gavi to manage data related to distributing the COVID-19 vaccines around the world.

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.