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
A great relationship with your software provider delivers both value and immediate results. These key tips will help you make the best of your partnership.
Thinking about choosing a new software vendor but don't know where to start? Narrow down your shortlist by focusing on software that has received an Info-Tech Research Group award. New data from SoftwareReviews shows that organizations reported higher satisfaction when they switched to software that had received an Info-Tech award.
The impact of COVID-19, as it became a global pandemic in Q1 of 2020, has affected user sentiment toward software during a growing period of fear, uncertainty, and doubt. To analyze the impact, SoftwareReviews compared Satisfaction (willingness to recommend to a peer), ability to deliver Business Value (fair cost to value), and Likeliness to Renew prior to March 10 and post March 10.
An enterprise application selection or implementation has most likely been heavily impacted by COVID-19. Do not hit the brakes; stopping and restarting projects increases the risk of failure. Slow down or speed up? Which is the right strategy for your organization?
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.