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SAP Makes Moves Into the Cloud Contact Center Space With an Eye to Enhance Omnichannel Service Delivery
SAP’s Digital Interconnect Group announced in mid-October the launch of SAP Contact Center 365. The SaaS solution is positioned in context of meeting increasing customer demands for omnichannel engagement over phone, email, chat, and SMS. Info-Tech’s research has shown that today’s customer expects to be able to request – and receive – service through these channels. The days of traditional “phone-only” contact centers are nearing an end.
While SAP has offered contact center applications on premises in the past, the new solution is a good modernization play that matures the vendor’s credibility with SaaS offerings.
The move takes SAP into more direct competition with existing giants in the contact center space, such as Cisco and Avaya. While the product launch is savvy on SAP’s part, we do expect these competitive headwinds may limit widespread adoption. The value of the new Contact Center 365 offering will be most salient for organizations that are already deeply embedded in the SAP ecosystem – particularly those that are using SAP Service Cloud or other products under the CRM umbrella.
Source: SAP CRM at SoftwareReviews, Accessed Nov. 5, 2019
- SAP announced the launch of a SaaS platform for contact center management and omnichannel engagement.
- The move modernizes SAP’s approach to the contact center, but competitive headwinds are likely to limit the platform’s appeal to those that already have existing customer experience investments in the SAP stack.
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After another impressive quarter, Salesforce announced full-year 2020 results that exceeded expectations. Also announced were Keith Block’s departure, Gavin Patterson’s appointment to president and CEO of Salesforce International, and the acquisition of Vlocity.
While completing a record FY2020, Salesforce announced the acquisition of Salesforce Ventures–funded Vlocity, a leading provider of industry-specific cloud and mobile platform software. Vlocity is a cloud-native solution built on the Salesforce platform.
SaaS-based customer relationship management company Kustomer announced that it has raised $60 million to improve customer support experience by providing buyers’ transaction history and pages they have viewed and making the information available to company representatives in one interface.
Many companies are adopting GDPR as a global standard for user privacy, but Zoho went a step further at its analyst event held in Cedar Creek, Texas, Jan. 28-30. It promised to remove all third-party trackers from its web and mobile properties, describing ad-driven business models used by Silicon Valley firms such as Google, Facebook, and Twitter as legal but not moral. The Chennai, India-based firm was founded in 1996 and is privately owned.
Salesforce recently announced during Dreamforce 2019 the introduction of Customer 360 Truth. The product aims to stitch together customer information from marketing, sales and customer service applications to create a unified customer ID; whether this will be the silver bullet for managing fragmented customer information remains to be seen.
SugarCRM Rolls Out Fall ’19 Release With Savvy Improvements to Collaboration and Self-Service Capabilities
SugarCRM – 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 advancing SugarCRM’s capabilities in the areas of self-service, collaboration, and sales automation.
Salesforce recently announced the introduction of two new vertical-specialized solutions: Consumer Goods Cloud and Manufacturing Cloud. The introduction is a clear signal that Salesforce is pushing ahead with its approach to create industry-specialized versions of its popular Sales, Marketing, and Customer Service solutions.
Freshworks recently published a study showing that only 12% of customer relationship management (CRM) users leverage an AI-based tool.