Customer Relationship Management
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SugarCRM Rolls Out Fall ’19 Release With Savvy Improvements to Collaboration and Self-Service CapabilitiesSugarCRM – a well-established player in the market for CRM platforms – recently rolled out its Fall 2019 release. From a functional perspective, the release does a good job... |
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SAP Makes Moves Into the Cloud Contact Center Space With an Eye to Enhance Omnichannel Service DeliverySAP’s Digital Interconnect Group recently announced the launch of SAP Contact Center 365. In conjunction with its incumbent solutions for customer experience – particularly... |
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Salesforce Broadens Its Vertical Strategy With Dedicated Manufacturing and Consumer Goods CloudsSalesforce recently announced the introduction of two new vertical-specialized solutions: Consumer Goods Cloud and Manufacturing Cloud. The introduction is a clear signal... |
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Salesforce Looks to Go Further in the Field by Announcing Acquisition of Field Service Vendor ClickSoftwareClickSoftware has been a mainstay of the field service automation (FSA) space. While Salesforce is a recognized market leader in general customer service management (CSM)... |
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CRM Users Are Not Happy With What AI Provides: They Want More Out of ItFreshworks recently published a study showing that only 12% of customer relationship management (CRM) users leverage an AI-based tool. |
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Medica Selects Altruista Health’s GuidingCare Platform to Provide Better Service to Its One Million MembersNon-profit health plan organization Medica announced that it has selected GuidingCare as its patient-centered care management platform to facilitate care management and... |
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2020 Applications Priorities ReportUse Info-Tech's 2020 Applications Priorities Report to learn about the five initiatives that IT should prioritize for the year: adopt a platform for ERP, standardize... |
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Conversational Coaching Was Introduced at Dreamforce 2019 – But Can Salesforce Leapfrog Innovative Entrants in the Space?Using natural language processing on call recordings and providing automated sales coaching insights has been an area of intense interest with many players in the market –... |
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Salesforce Debuts a New Conversational UI at Dreamforce 2019 – But Will It Speak to End Users?Conversational UIs allow users to interact naturally with applications. Salesforce recently made a foray into the space with its Einstein Voice Assistant solution. |
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Amazon and Salesforce Join Forces to Improve Their Contact Center Value PropositionsSalesforce is a juggernaut in the customer experience solution space – at Dreamforce 2019, it announced a strategic partnership with Amazon to bolster their respective... |
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