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A decade ago, text messaging (a.k.a .SMS) was largely the provenance of teenagers. Adults stuck to email, and few customers ever dreamed of using text messages to engage with a company they did business with. As the saying goes, that was then and this is now. According to research from Pew Internet, text messaging is the most widely-used and frequently used app on a smartphone, with 97 percent of Americans - yes, even grandma and grandpa - using it at least once a day. While the cloud contact center revolution, which is still underway, has offered unprecedented flexibility, cost savings and features to companies all over the world, it has opened up a few challenges. While security concerns can be eliminated with the right solution (and the right solution provider), many organizations simply aren't savvy enough to handle security and compliance on their own, particularly when their solutions are being access by remote devices all over the country or all over the world. With the ongoing rise of social media in the contact center, new challenges are popping up daily for the agents on the front lines. Which ones are stepping up to the plate, and which are falling behind? TouchCommerce earlier this month made available an updated version its Conversation Platform. New with this release are improvements around ease of integration and fast deployment. The customer relationship management (CRM) system is fast becoming one of business' most indispensable tools, and for good reason. This is the system that proves a lifeline for many businesses, helping keep track of how often customers are contacted, what their needs are, and the best ways and times to reach them. Smarty CRM is a new Android tool that may well prove an even better way to keep contacts organized and thus have the best chance of making sales. If you spend enough time browsing through corporate blogs, you're bound to see a similar pattern: The same statistics are being used by marketers repeatedly and haphazardly across different websites. CRM Online acts as a Salesforce and SugarCRM partner. It not only offer those respective customer relationship management platforms to businesses; it also develops its own third-party tools to help extend the platforms beyond their original scope.
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