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April 25, 2016

Case Studies
Fonolo Takes Credit for Reducing Call Abandonment
Credit Union of Colorado improves its customer experience with Fonolo's In-Call Rescue
CRM Across the Wire
Aspect Releases Zipwire 3.10
Zipwire enhancements include omnichannel reporting and integrations with ZenDesk and Oracle RightNow. (Featured on SmartCustomerService.com.)
Noble Releases Harmony v5.1
The latest version of Noble's Harmony contact center software offers inbound service management tools. (Featured on SmartCustomerService.com.)
Jahia Partners with Translations.com
Jahia integrates its DX7 with Translations.com's platform for translating and localizing digital marketing content.
Infer Releases Predictive Behavior Scoring for Oracle Eloqua
The integration between Infer and Oracle Eloqua will help companies optimize marketing and sales.
Zift Solutions and MarketStar Forge a Strategic Alliance
The two marketing firms have joined forces to drive innovation for channel marketing and sales organizations.
ClearSlide and PeopleLinx Announce Partnership
The integration between PeopleLinx and ClearSlide brings together social selling and sales enablement platforms.
Signpost Unveils Mia, an Artificial Intelligence-Driven CRM Platform
Signpost's Mia automated, personalized CRM assistant helps businesses discover new customers and deepen existing relationships.
CRM Featured Articles
SAS Global Forum 2016: The Internet of Things Takes Center Stage
As speakers addressed the rise of the Internet of Things, SAS introduced Analytics for IoT, Customer Intelligence 360, and the Viya architecture.
LiveWorld Unveils Conversation Management Platform
Social media technology combines intelligent triage with case management of conversations. (Featured on SmartCustomerService.com.)
LiveHive Updates its Sales Acceleration Platform, Launches the Sales Connect Partner Network
The updated platform accommodates third-party applications to enable increased visibility throughout a sales cycle.
Required Reading: Dance of the Rainmaker—How to Become a Sales Superstar
Focusing on the right clients, listening to them closely, and acting as trusted advisers are central to sales excellence
Conversational IVR Design: Moving Beyond Containment to Genuine Customer Engagement
Businesses and other organizations are increasingly upgrading their IVRs to conversational solutions to meet growing consumer demand for self-service options. (Featured on SmartCustomerService.com.)
Creating an IVR Solution? Answer These 4 Questions First
If you want an interactive voice response system to actually help your customers, it needs to address these crucial areas.

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