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October 19, 2016

CRM Across the Wire
Five9 Enhances Integration with Oracle Engagement Cloud
New integration helps companies streamline operation efficiency, increase up-sell opportunities, and improve customer satisfaction. (Featured on SmartCustomerService.com.)
CallRail Unveils CallScore
CallScore uses machine-learning to bring automated lead qualification to platform.
Looker Releases Looker 4 Data Platform
Looker 4 extends how and where data analysts can receive and act of data.
InMoment Releases Experience Hub 2.0
Experience Hub 2.0 helps companies understand the why behind customer data.
Abacus Integrates with Salesforce
Abacus' integration lets users tie expenses with specific sales accounts within Salesforce.com.
CRM Featured Articles
Twitter Study Reveals Customer Service on the Platform Drives Shoppers to Spend More
Twitter has released findings from a customer service study revealing that the manner in which customer service is delivered on Twitter plays a significant role in how much consumers spend. (Featured on SmartCustomerService.com.)
Lexalytics Releases Salience 6.2
The latest version of the text analytics platform capitalizes on machine learning advances and adds emoji analytics, email processing, and enhanced named entity recognition.
Customer Experience
‘Data On-Boarding’ Can Make Customer Profiles Whole Again
A new technology links customers' online and offline data, giving you a single, comprehensive view
Insight
Insights-Driven Businesses Succeed in the Digital Age
Companies that capitalize on data will see the biggest revenue boosts
Viewpoints
Are Broken Promises Ruining Your Brand?
Your contact center is the company's promise-keeper, so it needs to be given priority. (Featured on SmartCustomerService.com.)
4 Keys for Multilanguage Customer Service Success
As brands look to reach customers across global markets, they must also consider what comes next from a service standpoint.



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