Xerox Launches Business Process Outsourcing Company Conduent

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Xerox has recently split into two companies, with one portion remaining as Xerox and the other becoming Conduent, a business process outsourcing company that will offer solutions for customer service as well as other areas.

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At SugarCon, SugarCRM Adds Data Enrichment, Machine Learning, and Intelligent Agent Technology

At its SugarCon annual user conference on Wednesday, SugarCRM introduced an intelligent virtual assistant named Candace and Sugar Intelligence, a service that will combine data from external sources with company CRM data to provide a single view of the customer. (Featured on

Jun 17, 2016
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At SugarCon, SugarCRM CEO Outlines a Plan for Digital Transformation

Larry Augustin says that CRM has to move from a "system of record to a system of engagement." Also, SugarCRM announces an enhanced partnership with IBM and an integration with 3CLogic.

Jun 15, 2016
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Helpshift Aims to Make Customer Support Proactive and Autonomous

Helpshift's cofounder and CEO, Abinash Tripathy, maintains that omnichannel service is not the answer to customers' growing expectations. As customers increasingly expect faster, more efficient support, the need for more sophisticated self-service support and support through artificial intelligence will grow. With $23 million in funding, Helpshift plans to continue improving its in-app messaging customer service tool by making it more proactive.

Maria Minsker | Jun 13, 2016
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Verint Completes Its Cloud Migration

Following years of investment in cloud technologies and more than 1,000 active cloud deployments, Verint Systems yesterday officially announced that its entire Customer Engagement Optimization portfolio is now available for cloud deployment.

Leonard Klie | Jun 07, 2016
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Interactive Intelligence Reports Growing PureCloud Momentum

At his company's Interactions user conference today, Interactive Intelligence Group Founder and CEO Don Brown laid to rest the rumors that his company was going to sunset its Customer Interaction Center (CIC) solution in favor of PureCloud, its cloud-based contact center suite running entirely on the Amazon Web Services (AWS) platform.

Leonard Klie | Jun 06, 2016
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ACSI: T-Mobile Emerges as Top Mobile Service Provider

In an industry often criticized for poor customer satisfaction, T-Mobile rose to the top, beating out competitors AT&T, Verizon, and Sprint in the American Customer Satisfaction Index. On ACSI's 100-point scale, T-Mobile earned 74 points while Verizon and AT&T both earned 71. Though the victory margin is slim, T-Mobile's improvement is noteworthy—the carrier's score grew by 4 points. Sprint was the most-improved carrier, raising its score from 65 to 70 this year, but the company fell behind its three primary competitors overall.

Maria Minsker | Jun 03, 2016
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Salesforce Introduces Lightning Snap-Ins for the Service Cloud

To deliver a more seamless cross-device experience for customers, has introduced Snap-In SDKs for the Web and for mobile devices. The debut of snap-in functionality enables users to quickly add tools such as Cases, Knowledge, Live Chat, SOS, and Tap-to-Call to their mobile and Web apps.

Maria Minsker | May 27, 2016