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May 16, 2016

CRM Across the Wire
Aspect Releases Mila, a WFO Virtual Assistant
Aspect Mila is a chatbot to help users access the Aspect EQ Workforce Optimization suite. (Featured on SmartCustomerService.com.)
Zendesk Launches an SMS Channel
With Zendesk SMS, companies can send and receive text messages through Zendesk. (Featured on SmartCustomerService.com.)
GI Insight Launches GI Campaign
GI Insight's GI Campaign marketing platform helps companies capture and act on real-time customer behavioral data.
Acxiom Launches Acxiom Marketing Analytics Environment
Acxiom's connected, closed-loop solution measures marketing's impact on sales.
Adobe Adds Ad Tech Performance to Marketing Cloud
New capabilities include dynamic content optimization, vdeo, mobile, and location data.
Geofeedia Launches Geofeedia Ads for Marketing
Geofeedia leverages geo-tagged data to target ads in social media based on consumers' locations.
CRM Featured Articles
ICMI Research Finds Contact Centers Lack Language Skills
Most contact centers can't handle contacts that fall outside their primary languages. (Featured on SmartCustomerService.com.)
At Contact Center Expo, Speakers Stress Standing Out
Customer service has to be unique to be effective. (Featured on SmartCustomerService.com.)
Marketo Summit 2016: Marketo Releases Platform Upgrade for 'Tomorrow's Marketer'
Project Orion aims to give companies the tools for interacting with customers at every step of their journey.
Salesforce.com Launches Marketing Cloud Lightning at its Connections Conference
At its annual digital marketing event, Salesforce releases mobile, email, and advertising tools to power more personalized customer interactions.
Deliver World-Class Service: Lessons from the Mouse [Q&A with Dennis Snow]
The former Disney leadership team member urges organizations to focus on improving their customer experiences. (Featured on SmartCustomerService.com.)
Magazine Features
11 Ways to Make Sales Training Stick
How to ensure that your organization sees tangible, ongoing payoffs from its coaching initiatives
The Tipping Point
Most People Prefer Human Interactions in Customer Service
Consumers want a blend of channels, and not just the digital ones
Transform Sales Presentations Into Sharable Content
It's no longer one and done—a presentation management platform enables reps to access all of a firm's presentation content, past and present, for on-the-spot demos.
4 Ways Analytics Can Transform Your Contact Center
Analytics can improve routing, efficiency, and performance of contact centers of all types and sizes. (Featured on SmartCustomerService.com.)

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