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February 16, 2015

Case Studies
Canon Connects with Fans via Lithium's Social Solutions
The social community platform has become an effective customer service tool.
CRM Across the Wire
Marketo, Sprinklr Partner with Hybris on Marketing Solution
Integrations bring more customer data to SAP's hybris Marketing solution.
Satmetrix Launches NPX Customer Experience Management Software
Customer insight and sharing tools are at the heart of the new Satmetrix NPX.
Jive Software Names New CEO
Elisa Steele takes the helm as president and CEO of the social software company.
Teradata Launches Big Data Apps
Big data apps, powered by the Teradata Aster AppCenter, simplify, accelerate, and extend the use of big data analytics.
WalkMe Releases New Version
WalkMe introduces new design, contextual guidance, and engagement features.
Creative Virtual Adds SMS to V-Person Virtual Assistants
Expansion of V-Person with SMS expand the use of existing content through another popular channel.
CRM Featured Articles
3CLogic Hops Aboard the WebRTC Train, Offering Contact Centers a Telephony Alternative
The add-on solution provides browser-enabled customers quicker service from WebRTC-equipped agents. (Featured on SmartCustomerService.com.)
Preact Integrates with Zendesk App
New functionality will provide support agents with more customer context
SAP Company Hybris Launches Contextual Marketing Platform
The solution will integrate with SAP's Customer Engagement and Commerce Suite to help companies better understand the customer journey.
The Future Call Center: 10 Predictions for the Next 10 Years
An increase in remote workers, advances in voice biometrics, and better call routing systems are just some of the changes that the call center may see in the future. (Featured on SmartCustomerService.com.)
5 Ways Outsourced Customer Service Is a Growth Strategy
Companies can save money and focus efforts by handing off administrative tasks.
Voice of the Customer
The Risky Business of Predictive Analytics
In service and sales, a proactive approach is key.

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