Omnichannel customer service
- May 21, 2019
Pegasystems' recent acquisition of the digital messaging platform In The Chat brings Pega customers new communication channels and improves AI chatbot capabilities.
- May 20, 2019
Bring Your Own Bot, Sparkcentral's virtual agent framework for chatbots, blends live agent and virtual agent assistance to augment the customer experience.
- August 10, 2018
Microsoft has introduced new updates to its Dynamics 365 CRM platform, including AI-driven business intelligence tools for sales, marketing and service.
- August 07, 2018
At Ramp 2018, marketing technology vendor InsightSquared unveiled new software modules for gauging the effectiveness of marketing and sales efforts.
- August 03, 2018
Prospective users are already interested in Google's recently unveiled Contact Center AI system, and Google partners are avidly trying to sell it. But some in industry urge caution
- April 19, 2018
While the new Field Service Lightning features will help Salesforce users connect customers to their service needs, it lacks any of that Einstein touch of other Salesforce products.
- March 06, 2018
By having a social media strategy in place, companies can quickly respond to customers' concerns through social media.
- April 03, 2014
At the AIIM 2014 conference, Guy Kawasaki outlined three pillars of behavior common to companies that have mastered the art of customer enchantment.
- March 03, 2014
Community software gives customers a new avenue to voice their opinions and grievances, but high-touch interaction is still part of customer service.
- March 03, 2014
Customer support software exploits community forums to address customer support issues in a low-cost way.
- January 24, 2012
A blog post has columnist Denis Pombriant pondering the future of the content industry and whether it is focusing too much on products.
- November 03, 2011
CRM industry expert Denis Pombriant asserts the Oracle acquisition of RightNow is good news for customers, industry.
- June 15, 2011
At the annual ACCE show, Comcast outlined 10 steps call center managers can take to create a social media strategy that serves customers.
- August 30, 2010
SAP’s acquisition of Sybase means new things to consider when planning a long-term mobile CRM strategy. Find out what the acquisition means for mobile CRM.
- August 03, 2010
Running an effective customer self-service program means providing consistency across all customer touch-points.