Tag: CRM

July 25, 2022

On Tuesday, July 19, Microsoft introduced the Microsoft Digital Contact Center Platform during its annual partner event, Microsoft Inspire. My thoughts here are based on reading the announcement blog post and watching two Inspire sessions on the new solution. The […]

July 7, 2022

Imagine—you’re a new team member at a small or medium-sized business (SMB). You’ve recently realized a bummer: That new staple of your workflow—your new company’s customer relationship management (CRM) tool—lacks integrated unified communications as a service (UCaaS). Anxiety would grip […]

June 15, 2022

As the number of customer experience (CX) technology options increases, the buying process has become more complex—particularly in large companies. A growing number of people within the company have a vested interest in CX platforms, applications, and customizations. As a […]

June 3, 2022

Welcome to the June 3, 2022, edition of the No Jitter Roll, our regular round-up of news in the communication and collaboration space. Today, we share news on an integration between a contact center service and a CRM, an initiative […]

March 22, 2022

Every year, the Enterprise Connect Innovation Showcase introduces attendees to new companies that offer cutting-edge solutions in a specific technology area. For this showcase, the first in-person one since 2019, this year’s technological theme was customer engagement — and it […]

January 24, 2022

At Frost & Sullivan, the Connected Work research team recently completed one of its flagship studies that provide a detailed overview of the state of the global cloud meetings and team collaboration market. The scope of the study encompasses public-cloud […]

October 12, 2021

According to Forbes, the contact center market has a total addressable market of $24 billion per annum and growing. It’s no wonder then that everyone wants a piece of this market, the majority of which has yet to migrate to […]

September 15, 2021

Dialpad today announced it acquired the assets of Kare Knowledgeware, a conversational robotic process automation company. The acquisition intends to bolster Dialpad CCaaS, but we can also expect its use in other Dialpad services. Another sign that the company is […]

July 9, 2021

“Empathy” is the buzzword of the moment in the world of contact centers. Ironically, it owes its current popularity to the growth and success of AI in the contact center. The idea is that AI can improve contact center capabilities […]

June 29, 2021

With the acceleration of cloud migration and digital channel usage in contact centers worldwide, a new imperative is emerging for companies to capitalize on these shifts and to ensure continued relevancy: providing deeper personalization. Delivering personalized, contextual conversations is not […]

May 19, 2021

With an abundance of automation tools available in the contact center space, deciding where to begin your transformation can be overwhelming. Tools such as analytics, artificial intelligence, knowledge base, virtual assistant, natural language processing, and robotics can all provide value […]

May 11, 2021

Six months ago, when Twilio announced the acquisition of customer data platform (CDP) leader, Segment, CEO Jeff Lawson said the intent was to help any business make its customer engagement across every channel more personalized, timely, and impactful. One part […]

April 21, 2021

Having secured its foothold as the number one CRM solution, Salesforce launched Service Cloud in 2009 with the goal of bringing similarly cloud-based customer service and support automation features to the market. Much about Service Cloud has changed over the […]

April 20, 2021

By now, organizations of all sizes recognize the strong correlation between CX, customer loyalty, and ultimately the bottom line. They also recognize the significance of integrating various parts of their organization beyond the contact center. While small and mid-size businesses […]

December 2, 2020

Having just finished reading my colleague Irwin Lazar’s UC-oriented take on the potential intentions behind Salesforce’s announced acquisition of Slack, I’m driven to take fingers to keyboard to offer a different perspective. The notion of bringing communications together with customer […]