New & Notable


HubSpot CRM adds B2B online payments processing

HubSpot CRM adds no-code Stripe online payments as well as data governance and enhancements to Operations Hub such as analytics and a Snowflake integration.


Qualtrics releases Experience ID customer profile platform

Qualtrics Experience ID isn't labeled as a customer data platform, but it's not far off from one, as it aggregates customer info into individual profiles.


Benefits of moving to a cloud contact center

Cloud contact centers have various benefits for organizations, including cost savings, more interaction channels and staying with -- if not ahead of -- the competition.


Contact center agents' post-pandemic future

The pandemic changed how contact centers operate and the technologies used to provide customer service. In this Q&A, ICMI's Brad Cleveland predicts what's next.

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    field service management (FSM)

    Field service management software enables companies to manage dispersed workers and resources. These workers can gain access to schedules, work orders and customer information via mobile devices.

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    contact center infrastructure

    A contact center infrastructure is a framework composed of the physical and virtual resources that a call center facility needs to operate effectively.

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    direct marketing

    Direct marketing is a type of advertising campaign that seeks to elicit an action (such as an order, a visit to a store or website or a request for further information) from a selected group of consumers in response to communication from a marketer.

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