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Contact Centers
Sprinklr: A New CEO But the Same Vision for a Unified CX PlatformSprinklr: A New CEO But the Same Vision for a Unified CX Platform

Rory Read plans to focus on strengthening CCaaS product while also bolstering core digital and social offerings – a sign of an overall industry shift.

bySheila McGee-Smith
Feb 4, 2025
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1 Min Read
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Contact Centers
Zendesk Partners with Local Measure to Deliver Zendesk VoiceZendesk Partners with Local Measure to Deliver Zendesk Voice
bySheila McGee-Smith
Jan 27, 2025
1 Min Read
Salesforce and Workday's Partnership Could Change Your First Day of Work
CRM
Salesforce and Workday's Partnership Could Change Your First Day of WorkSalesforce and Workday's Partnership Could Change Your First Day of Work
byLisa Schmeiser
Jul 25, 2024
1 Min Read
Digital talking heads
CRM
No Jitter Roll: Salesforce Releases Einstein Service Agent, Kore.ai Launches GALENo Jitter Roll: Salesforce Releases Einstein Service Agent, Kore.ai Launches GALE
byHannah Warfel
Jul 19, 2024
1 Min Read
Artificial intelligence
CRM
CX Leaders and Data Analytics: Boosting Customer RetentionCX Leaders and Data Analytics: Boosting Customer Retention
byNathan Eddy
Jun 20, 2024
1 Min Read
Someone holding a cloud icon with various technology icons
CRM
Microsoft Debuts Dynamics Contact Center, a Copilot-First CCaaSMicrosoft Debuts Dynamics Contact Center, a Copilot-First CCaaS
bySheila McGee-Smith
Jun 4, 2024
1 Min Read
No Jitter Roll: Verint and CallTower Expand Webex Deals, Salesforce furthers Einstein's Reach, VirtualPBX Launches its Contact Center Solution
CRM
No Jitter Roll: Verint and CallTower Expand Webex Deals, Salesforce furthers Einstein's Reach, VirtualPBX Launches its Contact Center Solution
No Jitter Roll: Verint and CallTower Expand Webex Deals, Salesforce furthers Einstein's Reach, VirtualPBX Launches its Contact Center Solution
Apr 5, 2024
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1 Min Read
byMatt Vartabedian
No Jitter Roll: Salesforce Announces Two Einstein Products and Talkdesk Intros Gen AI for Banking and Retail
CRM
No Jitter Roll: Salesforce Announces Two Einstein Products and Talkdesk Intros Gen AI for Banking and Retail
No Jitter Roll: Salesforce Announces Two Einstein Products and Talkdesk Intros Gen AI for Banking and Retail
Mar 8, 2024
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1 Min Read
byMatt Vartabedian
Chatbots and Generative AI
CRM
No Jitter Roll: AI-Based Updates Debut from Kore.ai, Ada and UiPath; AMC Technology Launches CRM Integrator for Microsoft Teams
No Jitter Roll: AI-Based Updates Debut from Kore.ai, Ada and UiPath; AMC Technology Launches CRM Integrator for Microsoft Teams
Oct 13, 2023
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1 Min Read
byMatt Vartabedian
Avoid Number Porting Nightmares With This Action Plan
CRM
Avoid Number Porting Nightmares With This Action Plan
Avoid Number Porting Nightmares With This Action Plan
Oct 12, 2023
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1 Min Read
byDenise Munro
Omnichannel Spaghetti
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Omnichannel Spaghetti
Omnichannel Spaghetti
Oct 12, 2023
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1 Min Read
byJonathan Barouch, Local Measure
Why MLB turned to Adobe to Revolutionize Fan Personalization
CRM
Why MLB turned to Adobe to Revolutionize Fan Personalization
Why MLB turned to Adobe to Revolutionize Fan Personalization
Apr 10, 2023
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1 Min Read
byZeus Kerravala
More CCaaS Competition Means Tougher Customer Choices
Ccaas
More CCaaS Competition Means Tougher Customer Choices
More CCaaS Competition Means Tougher Customer Choices
Nov 1, 2022
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1 Min Read
byBlair Pleasant
Dreamforce 2022: We Dream of Genie
CRM
Dreamforce 2022: We Dream of Genie
Dreamforce 2022: We Dream of Genie
Sep 22, 2022
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1 Min Read
bySheila McGee-Smith
SMBs Embrace UCaaS Integration to Outsmart Competitors
Sponsored Content
SMBs Embrace UCaaS Integration to Outsmart Competitors
SMBs Embrace UCaaS Integration to Outsmart Competitors
Jul 7, 2022
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1 Min Read
byMike Pallagi, Vonage
Understanding How CX Drives Good and Bad Profits
Customer Experience
Understanding How CX Drives Good and Bad Profits
Understanding How CX Drives Good and Bad Profits
Mar 31, 2022
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1 Min Read
byZeus Kerravala
Salesforce Tower in San Francisco
CRM
Salesforce’s MuleSoft Unit Is Going Through a ‘Rough Patch’
Salesforce’s MuleSoft Unit Is Going Through a ‘Rough Patch’
Dec 10, 2021
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1 Min Read
byBloomberg News
How Robots Can Help Humanize Contact Centers
Sponsored Content
How Robots Can Help Humanize Contact Centers
How Robots Can Help Humanize Contact Centers
Nov 12, 2021
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1 Min Read
byBrad Beumer, UiPath
Dialpad Expands Full-Service CCaaS with Self-Service
Ccaas
Dialpad Expands Full-Service CCaaS with Self-Service
Dialpad Expands Full-Service CCaaS with Self-Service
Sep 15, 2021
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1 Min Read
byDave Michels
Photo illustration showing concept of programmable telecom
CRM
Tapping the Business Potential of Telecom APIs
Tapping the Business Potential of Telecom APIs
Apr 6, 2021
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1 Min Read
byDarach Beirne
Salesforce logo
CRM
Salesforce & Slack from a CRM Perspective
Salesforce & Slack from a CRM Perspective
Dec 2, 2020
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1 Min Read
bySheila McGee-Smith
Salesforce Service Cloud Workforce Engagement agent interface
CRM
Why Salesforce Is Entering the Workforce Management Market
Why Salesforce Is Entering the Workforce Management Market
Dec 2, 2020
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1 Min Read
bySheila McGee-Smith
Photo of customers under magnifying glass
CRM
Customer Engagement Platform: the New CRM
Customer Engagement Platform: the New CRM
Jun 1, 2020
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1 Min Read
byJeremy Cox
Contact center voice
Customer Experience
Dreamforce 2019: CRM/CCaaS Line to Disappear?
Dreamforce 2019: CRM/CCaaS Line to Disappear?
Nov 18, 2019
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1 Min Read
bySheila McGee-Smith
App security icon
CRM
Embedding Security Into Customer Interaction Applications
Embedding Security Into Customer Interaction Applications
Nov 17, 2019
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1 Min Read
bySorell Slaymaker
Contact us image
Customer Experience
Who Will Your Next Contact Center Provider Be?
Who Will Your Next Contact Center Provider Be?
Jun 3, 2019
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1 Min Read
byNicolas De Kouchkovsky
Smartphone icon
CRM
RCS: Mobile’s Next-Gen Customer Interaction Platform
RCS: Mobile’s Next-Gen Customer Interaction Platform
Oct 31, 2018
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1 Min Read
byPhil Edholm
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CRM
People.ai Offers a Better Way to Salesforce
People.ai Offers a Better Way to Salesforce
Sep 19, 2018
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1 Min Read
byZeus Kerravala
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CRM
Contact Center & CRM: Set on Convergent Course
Contact Center & CRM: Set on Convergent Course
Feb 21, 2018
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1 Min Read
bySheila McGee-Smith
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CRM
Salesforce Expands AI Toolkit
Salesforce Expands AI Toolkit
Nov 7, 2017
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1 Min Read
byZeus Kerravala
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CRM
Nextiva Sees CRM as Next Big Thing
Nextiva Sees CRM as Next Big Thing
Nov 1, 2017
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1 Min Read
byBlair Pleasant
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CRM
Turning Contact Center Analytics Into Actions
Turning Contact Center Analytics Into Actions
Aug 1, 2017
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1 Min Read
byScott Sampson
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CRM
Telephony Partners Key to Salesforce Omni-Channel Service Strategy
Telephony Partners Key to Salesforce Omni-Channel Service Strategy
Jul 31, 2017
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1 Min Read
byPaul Fischer
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CRM
Zendesk Uses Machine Learning to Improve Customer Service
Zendesk Uses Machine Learning to Improve Customer Service
May 4, 2017
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1 Min Read
byZeus Kerravala
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CRM
Dynamics CRM Now Has Real-Time Chat
Dynamics CRM Now Has Real-Time Chat
Mar 17, 2017
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1 Min Read
byBeth Schultz

Editor's Spotlight

How Air Canada Tapped Amazon Connect to Modernize Its Contact Center Operations
Ccaas
How Air Canada Tapped Amazon Connect to Modernize Its Contact Center Operations
How Air Canada Tapped Amazon Connect to Modernize Its Contact Center Operations

Dec 16, 2024

How Talkdesk Delivers for Vertical Industries
Ccaas
How Talkdesk Delivers for Vertical Industries
How Talkdesk Delivers for Vertical Industries

Dec 5, 2024

How Vendors Could Help Small and Medium Businesses Navigate Change Amidst Rapid Change and Complexity
Ccaas
How Vendors Could Help Small and Medium Businesses Navigate Change Amidst Rapid Change and Complexity
How Vendors Could Help Small and Medium Businesses Navigate Change Amidst Rapid Change and Complexity

Dec 17, 2024

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