New Freshworks Study Finds Majority of Firms Want to Replace Their SaaS CRM Systems

Freshworks, the leading provider of cloud-based customer engagement software announced a new Forrester Consulting study, Riding The Next Wave in SaaS CRM, that found a majority of businesses are frustrated with their current SaaS customer relationship management (CRM) software and currently making plans to replace these solutions. Continue reading New Freshworks Study Finds Majority of Firms Want to Replace Their SaaS CRM Systems

Pharmacy2U Selects RingCentral for Innovative Omnichannel Communications

RingCentral UK, Ltd., a leading provider of enterprise cloud communications and collaboration solutions and a wholly owned subsidiary of RingCentral, Inc., has been selected by Pharmacy2U, the UK’s largest online pharmacy, as its central communication platform to help it deliver a truly customer-centric contact centre experience to support its rapid growth. Continue reading Pharmacy2U Selects RingCentral for Innovative Omnichannel Communications

State Farm Collaborates with Salesforce to Transform Customer Experience and Empower Customers to Communicate on Their Terms

Salesforce, the global leader in CRM, announced that State Farm—the largest provider of auto and home insurance in the United States—selected a number of Salesforce products to deliver engaging, intelligence-driven customer experiences across every State Farm touch point. Continue reading State Farm Collaborates with Salesforce to Transform Customer Experience and Empower Customers to Communicate on Their Terms

Upstream Works Announces New Software Improving Customer Engagements and Digital CX Journeys

Upstream Works Software Ltd., a provider of Omnichannel Contact Center solutions, announces Version 3.7 of its signature software, Upstream Works for Finesse (UWF). This release focuses on improving the digital customer experience, with features and capabilities that enable organizations to provide consistent, efficient, and personalized service for the entire customer journey. Continue reading Upstream Works Announces New Software Improving Customer Engagements and Digital CX Journeys

Sitel Group Launches Customer Experience Operations in China

Sitel Group, one of the largest customer experience (CX) management companies in the world, announced the launch of business process outsourcing (BPO) operations through Sitel, the group’s BPO subsidiary, in China. The operations are live in a Kunshan, China CX office through a partnership with 800 TeleServices. Continue reading Sitel Group Launches Customer Experience Operations in China

Say Hello to Einstein Voice: Salesforce Ushers in New Era of Conversational CRM

Salesforce, the global leader in CRM, today announced Einstein Voice, a new platform service that brings the power of voice to millions of Salesforce users. With Einstein Voice, any user will be able to talk to Salesforce, opening up new possibilities for employees to work smarter and connect with their customers in engaging new ways. Continue reading Say Hello to Einstein Voice: Salesforce Ushers in New Era of Conversational CRM

Confirmit Lands Record Contract Deals, Continues Momentum into Second Half of 2018

Confirmit announced highlights from the first half of 2018, including signing record contract deals, and the strongest start to a year for new business in its history. The results reaffirm Confirmit’s continued position as a leading global solutions provider for Voice of the Customer, Voice of the Employee and Market Research. Continue reading Confirmit Lands Record Contract Deals, Continues Momentum into Second Half of 2018

Adobe to Acquire Marketo

Adobe announced it has entered into a definitive agreement to acquire Marketo, the market-leading cloud platform for B2B marketing engagement, for $4.75 billion, subject to customary purchase price adjustments. With nearly 5,000 customers, Marketo brings together planning, engagement and measurement capabilities into an integrated B2B marketing platform. Continue reading Adobe to Acquire Marketo