Sales & Customer Service

January 24, 2020 Microsoft’s Change of Default Search on 365 Is Met With Outrage

On January 23, Microsoft announced a change to Office 365 Pro Plus. This change will make Bing the default search engine in Google Chrome.

January 17, 2020 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.

January 17, 2020 SAP Makes Moves Into the Cloud Contact Center Space With an Eye to Enhance Omnichannel Service Delivery

SAP’s Digital Interconnect Group recently announced the launch of SAP Contact Center 365. In conjunction with its incumbent solutions for customer experience – particularly SAP Service Cloud – the move expands the viability of SAP as an end-to-end technology partner for contact center and customer service enablement.

January 17, 2020 SAP Makes Moves Into the Cloud Contact Center Space With an Eye to Enhance Omnichannel Service Delivery

SAP’s Digital Interconnect Group recently announced the launch of SAP Contact Center 365. In conjunction with its incumbent solutions for customer experience – particularly SAP Service Cloud – the move expands the viability of SAP as an end-to-end technology partner for contact center and customer service enablement.

January 16, 2020 Microsoft Teams Innovations to Benefit Healthcare Organizations

Microsoft Teams’ latest innovations offer a range of benefits for healthcare organizations.

January 14, 2020 Sakai 19.3 Maintenance Released

This is the third maintenance release since Sakai 19 was released in spring 2019. Thanks to its open-source community, Sakai is continuously providing fixes, security updates, and improvements to its users.

January 14, 2020 Review: Zoom’s 2019 Zoomtopia Conference

Zoom Video Communications has announced an array of offerings for 2020 at its third-annual Zoomtopia Conference.

January 10, 2020 Salesforce Broadens Its Vertical Strategy With Dedicated Manufacturing and Consumer Goods Clouds

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.

January 07, 2020 CRM Users Are Not Happy With What AI Provides: They Want More Out of It

Freshworks recently published a study showing that only 12% of customer relationship management (CRM) users leverage an AI-based tool.

January 07, 2020 CRM Users Are Not Happy With What AI Provides: They Want More Out of It

Freshworks recently published a study showing that only 12% of customer relationship management (CRM) users leverage an AI-based tool.

January 07, 2020 Cisco Enhances Collaboration Portfolio

Cisco Systems has announced several enhancements to its collaboration portfolio, which includes new software and hardware solutions and a partnership with Microsoft.

January 07, 2020 iSpring Releases New Course-Selling Platform, Flora LMS

iSpring expands its product offering with Flora LMS, a subscription-based course-selling platform targeted at business trainers, edupreneurs, and training companies.

January 07, 2020 Salesforce Looks to Go Further in the Field by Announcing Acquisition of Field Service Vendor ClickSoftware

ClickSoftware has been a mainstay of the field service automation (FSA) space. While Salesforce is a recognized market leader in general customer service management (CSM) arena, its capabilities for FSA have lagged behind others. The acquisition of ClickSoftware will provide Salesforce not just a roster of accounts, but intellectual property that can be folded into its Field Service Lightning Solution.

January 07, 2020 Mitel/Avaya Merger Looks Imminent

It is likely that Mitel will acquire Avaya, following news that Avaya CEO Jim Chirico stated he would be seeking “strategic alternatives” during the company’s August 13 third quarter earnings call.

January 07, 2020 Mitel/Avaya Merger Looks Imminent

It is likely that Mitel will acquire Avaya, following news that Avaya CEO Jim Chirico stated he would be seeking “strategic alternatives” during the company’s August 13 third quarter earnings call.

December 31, 2019 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 – Gong being a current frontrunner. At Dreamforce 2019, Salesforce also threw its hat into the ring with Einstein Call Coaching.

December 20, 2019 Swit Launches Advanced Tier

Swit has launched a new Advanced tier for its collaboration suite, enabling innovative cross-team collaboration for small and large organizations.

December 19, 2019 Cisco Suffers Security Flaw With Zoom Interoperability

Cisco is beginning to lose patience with its Zoom interoperability after another Zoom security risk: access for the Zoom Connector for Cisco hosted on zoom.us did not require authentication, allowing external users to join a Zoom meeting without password credentials.

December 11, 2019 Generational Shift in the Workplace Is Boosting Use of Video Conferencing: Lifesize

With the bulk of the millennial generation now fully in the workforce and moving into decision-maker roles, the way business gets done is changing. And it involves a lot more collaboration over video, according to a new report from Lifesize.

December 11, 2019 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.

December 10, 2019 Amazon and Salesforce Join Forces to Improve Their Contact Center Value Propositions

Salesforce is a juggernaut in the customer experience solution space – at Dreamforce 2019, it announced a strategic partnership with Amazon to bolster their respective plays in the contact center space.