Oren covers sales and enterprise strategy at CRM magazine. He writes the Required Reading page for the Insight section of the magazine and is responsible for writing features, case studies, news, analysis, and blog posts pertaining to the CRM industry.
Oren’s writings frequently appeared in Publishers Weekly, where he was an editorial assistant prior to joining CRM. Originally from Los Angeles, Oren earned a B.A. in Literature from UC Santa Barbara, and an M.F.A. in Creative Writing from Columbia University.
Articles by
Oren Smilansky
Additions to the CX Social solution aim to help companies prepare for, and respond to, potential emergencies on their social media pages.
Posted October 31, 2017
NICE's workforce optimization suite gets a boost with the integration of WorkFlex's intraday management software.
Posted October 12, 2017
According to the company's president and COO, the releases help companies "master the basics" in their contact centers and "home in on the DNA" of outstanding conversations.
Posted September 21, 2017
LogMeIn expands its customer engagement software portfolio with Nanorep's digital self-service technologies.
Posted August 01, 2017
The upgrades aim to boost productivity and mobility for customer service teams of all sizes.
Posted July 27, 2017
With its updated Virtual Contact Center, 8x8 aims to provide companies with tools to boost collaboration, productivity, and customer engagement.
Posted July 20, 2017
Customer journeys have to be personalized, in context, and in the right channels, according to the company leader.
Posted June 12, 2017
The technology has been updated with management, security, and connectivity capabilities to 'raise the bar' for scale.
Posted March 30, 2017
Deeper integrations between the vendors' contact center solutions aim to help agents improve customer experience.
Posted February 16, 2017
The newest addition to Masergy's unified communications-as-a-service offering supports intelligent call routing and compatibility with Salesforce.com.
Posted February 07, 2017
Agent.AI, a provider of mobile customer service technologies, today released its CRM software platform, which includes intelligent tools designed to streamline customer support interactions for live chat agents.
Posted October 13, 2016
The enhancement allows contact centers to infuse Visual IVRs with data from their back-office systems.
Posted September 15, 2016
The acquisition will unite Nuance's IVR solutions and TouchCommerce's "omnichannel" offerings under a common umbrella. (Featured on DestinationCRM.com.
Posted July 21, 2016
iQventures, a provider of call center and call intelligence technologies, has joined IBM Watson's ecosystem, where it will leverage Watson's cognitive computing capabilities to bolster its SpeechiQ platform with speech and sentiment analytics.
Posted January 28, 2016
The nonprofit association Jobs4America recorded 22,265 new positions in the U.S. contact center industry in the third quarter of 2015. After subtracting the 5,678 jobs that were cut due to force reductions and closures, the firm recorded a net total of 16,587 new jobs created between July 1 and September 30.
Posted December 22, 2015
Revenue for the North American contact center solutions market indicates a growing preference for hosted services, but while companies are investing in the cloud, they are still relying on on-premises tools, which suggests there is ample room for growth among vendors, Frost & Sullivan finds.
Posted December 16, 2015