• Amazon Strikes Contact Center Market

    Amazon Strikes Contact Center Market

    It offers phone numbers throughout the United States and 18 countries in Europe, with more coming soon.Nontechnical users can use Amazon Connect's self-serve GUI to manage agents, track performance metrics, and design contact flows that adapt to the caller experience.
  • It's Mud Season Again

    It's Mud Season Again

    It's mud season here in New England -- that time of year when everything merges into an amorphous mess.The Infrastructure as a Service offering from Amazon Web Services has enabled legions of businesses to ditch the computer room and run their operations in the cloud.
  • Salesforce Offers AI-Powered CRM for Financial Advisors

    Salesforce Offers AI-Powered CRM for Financial Advisors

    Relationship Builder, Relation Groups and Relationship Map are available generally now, and they are free for all Financial Services Cloud users.Pefin offers an AI financial advisor that it claims costs one-twentieth of a human financial advisor's fees.
  • AI Confusion Widespread Among Consumers

    AI Confusion Widespread Among Consumers

    Another 34 percent said they had never had an AI interaction.Forty-three percent of the women said Alexa used AI, compared to 38 percent of the men.
  • CloudCraze EVP Andrew Witherspoon: For Successful B2B, Set Aside Expectations

    CloudCraze EVP Andrew Witherspoon: For Successful B2B, Set Aside Expectations

    You're essentially tripling the data and having to do complex handoffs.If you do it as much on one platform as possible, you're able to move people through the platform, and you're not handing people off.
  • CPQ: Boost Selling Performance and Accuracy

    CPQ: Boost Selling Performance and Accuracy

    Two great examples are analytics and CPQ, which companies like Oracle, Salesforce and others have embraced with passion.Businesses also needed a spreadsheet for each deal, which would be updated multiple times within a sales process.
  • Healthgrades' CareChats Aims to Tear Down Doctor-Patient Wall

    Healthgrades' CareChats Aims to Tear Down Doctor-Patient Wall

    Developed in partnership with Conversa, CareChats enables doctors and hospitals to communicate with patients outside of visits.The CareChats tool integrates with the Healthgrades CRM platform, which is used to help doctors and hospitals better manage and communicate with existing and prospective patients.
  • Salesforce, QuintilesIMS Team to Push New Therapies to Market

    Salesforce, QuintilesIMS Team to Push New Therapies to Market

    Over the long term, Quintiles plans to work with Salesforce on items like digital health, patient engagement and precision management, according to Constantino.The agreement represents a clear validation of Salesforce's efforts to build its health cloud business, observed Jeff Kaplan, managing director at ThinkStrategies.
  • Congress Probes United Airlines' Customer Mishandling

    Congress Probes United Airlines' Customer Mishandling

    They said they were looking into what Congress could do to get airlines to address customer service issues better, and warned they would hold airline executives accountable.In addition to Munoz, United Airlines President Scott Kirby and senior executives from Alaska Airlines, American Airlines and Southwest Airlines attended the hearing.
  • Salesforce Rejiggers Enterprise Apps Partner Plan

    Salesforce Rejiggers Enterprise Apps Partner Plan

    Its baseline percent-net-revenue (PNR) model for all new APP partners has been slashed from 25 percent to 15 percent.Current partners will be eligible for the new PNR terms on contract renewal.
  • Ecosystem Two-Dot-Oh

    Ecosystem Two-Dot-Oh

    That's why the AppExchange and the partner program that animates it are so important.Consequently, even though the Salesforce Partner program had been successful, it was up for some retooling.
  • Nutshell CTO Andy Fowler: Good CRM Tools Stay Out of the Way

    Nutshell CTO Andy Fowler: Good CRM Tools Stay Out of the Way

    Andy Fowler is the CTO and cofounder of Nutshell, a provider of CRM for small businesses.In this exclusive interview, Fowler shares his thoughts on the importance of effective sales process management.
  • Veeva Offers Cross-Stack Customer Insights

    Veeva Offers Cross-Stack Customer Insights

    It includes fixed reporting for sales and activity data (formerly known as "Insights") and a new, customizable HTML5/JavaScript framework.Twenty companies have signed for Veeva's MyInsights Certification Program, which provides prebuilt dashboards and custom data visualizations.
  • 3 Ways Your  Sales Organization Should Prepare for AI

    3 Ways Your Sales Organization Should Prepare for AI

    Without sufficient data, AI is extremely limited.There were numerous sessions about AI at last month's CRM Evolution conference.
  • E-Commerce  Gets the Einstein Treatment

    E-Commerce Gets the Einstein Treatment

    The standing conception of e-commerce is that it's technology we access to make online purchases.The paragon and exemplar of e-commerce is Amazon, which went public 20 years ago and continues to define the possible, along with Apple and Alibaba.
  • SugarCRM Trots Out Sugar 7.9 With Quotes

    SugarCRM Trots Out Sugar 7.9 With Quotes

    1 certification will be released in a coming update, said David Folk, SugarCRM's VP of product management.The quoting capabilities "are a great way for customers to get additional value from Sugar," observed Rebecca Wettemann, VP of research at Nucleus Research.
  • Verizon Aims to Help Firms Get Up Close and Personal With Customers

    Verizon Aims to Help Firms Get Up Close and Personal With Customers

    Apps developed with this SDK will transition customers using a company's self-service mobile app directly to a live agent.It "provides APIs and sample code that can be used by the app to interface with the Verizon platform and the enterprise.
  • Genesys Launches G-Nine CX Framework

    Genesys Launches G-Nine CX Framework

    The capabilities of the bots customers choose to bring in will blend seamlessly with native Genesys AI and machine learning systems to offer a deeper understanding of customer interactions across channels, te Booij noted.The advantage of next-generation engagement "is in the digital channels blended back to traditional ones," he suggested.