Founded in 1999 in San Francisco, Salesforce targets mid-market to large enterprises seeking unified CRM and data platforms. Its portfolio includes Sales Cloud, Service Cloud, Marketing Cloud, ...

Salesforce launches Agentforce Contact Center to unify voice, AI, and CRM data on a single platform, aiming to eliminate fragmented customer support systems.

As contact center AI surges toward a $13.5 billion market, Cresta's new Knowledge Agent aims to solve one of the industry's ...

Verified Market Research valued the global contact center infrastructure market at $19.5 billion in 2020 and expects it to reach $55.6 billion by 2028, growing at a compound annual rate of 13.9 ...

CRM has long been a staple in sales interactions, marketing campaigns, and customer records. But now it is growing in prominence in the contact center as the agents’ primary desktop interface. Agents ...

Recent developments from Salesforce help illustrate the growing overlap of CRM and contact center software, expected to continue in coming years. This week on a client call, I was asked to give my ...

Contact centers play a central role in supporting the customer journey across both pre-purchase and post-purchase touchpoints. These touchpoints are essential for answering customer questions, ...

It’s no secret that customers aren’t buying much these days. The economic engines have locked and stalled, leaving businesses everywhere in freefall. While companies around the globe are jettisoning ...

You have a lot to look forward to next month at Call Center and CRM Demo and Conference. The name of the show reflects the reality of customer relationship management (CRM), which originates in your ...

The impending contact center and CRM collision will lead to a world ruled by those who understand how behaviors are leveraged across the entire customer journey Some weeks ago I wrote that CRM and ...