Microsoft and Salesforce Expand Strategic Partnership

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Salesforce has named Microsoft Azure as its public cloud provider for Salesforce Marketing Cloud and integrated Salesforce Sales and Service Clouds with Microsoft Teams. (Featured on

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AT&T Drops the Ball on Customer Communication

In one move, the company continued to charge for a channel that had been blacked out for two months, and in another, it switched some customers over to a pricier plan without informing them first.

Maria Minsker | Nov 11, 2019
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Sprinklr Launches Live Chat for Customer Support

Sprinklr Live Chat enables real-time conversations with customers while they're on company websites and mobile apps.

Nov 06, 2019
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Business Today Depends on Customer Experience and Contact Centers, ICMI Speakers Contend

With customer service acting as a key differentiator today, companies have new obligations to improve service delivery, speakers stressed.

Phillip Britt | Oct 31, 2019
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ICMI Speakers Advocate for Better Connections, Better Employee Tools to Boost Contact Center Performance

Artificial intelligence and chatbots are the keys to improving interactions for both customers and agents, speakers at the ICMI Contact Center Connections conference stressed.

Phillip Britt | Oct 30, 2019
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NICE inContact Adds a Native Salesforce Lightning User Interface to CXone

NICE inContact's latest innovation advances CXone Agent for Salesforce with digital channel elevation and enhanced agent experience.

Oct 29, 2019
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2030 Will Bring the Automation of Customer Engagements

New research suggests that by 2030, 69 percent of decisions made during customer interactions will be made by machines rather than humans.

Maria Minsker | Oct 25, 2019
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Outback Steakhouse Is Using AI to Improve Customer Service in Its Restaurants

Restaurants are used to dealing with negative Yelp reviews from disgruntled customers, but Outback Steakhouse is taking steps to mitigate the problem, using artificial intelligence, before its customers can head to Yelp.

Maria Minsker | Oct 18, 2019