New & Notable


Verint Unified VOC gathers omnichannel customer data

Verint has launched Verint Unified VoC, which provides organizations with a full, accurate view of customer desires and preferences, according to the vendor.


Salesforce suffers international outage

Salesforce's 15-hour outage may not scare away users. But it might get them to use more encryption, as the outage exposed customer marketing automation data in the GDPR era.


Choosing between live chat and phone support

Customer experience is king, but it's up to businesses to decide what contact channels to use to deliver it. See how phone support and live chat stack up against each other.


Pegasystems adds chatbot tools with new acquisition

Pegasystems' recent acquisition of the digital messaging platform In The Chat brings Pega customers new communication channels and improves AI chatbot capabilities.

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    Why you should add a live chat channel

    Live chat enables customers to solve problems quickly and agents to multitask, but it also can be difficult to implement well and requires synchronous communication.

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    brand ambassador

    A brand ambassador is an advocate of a particular company's products and services. In marketing, brand ambassador may actually be a paid position and job title.

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    Is your organization prepared for CCPA?

    At Oracle's Modern Customer Experience conference, a privacy professional shared tips on incorporating privacy into CX systems so businesses are ready for the CCPA.

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