Archive

Genesys on Monday introduced G-Nine. "Think of G-Nine as the Genesys innovation framework that guides many aspects of our business -- product strategy being one of those," said Genesys CMO Merijn te Booij. "Within the G-Nine innovation framework, we have defined our themes related to technology and ...

Verizon Enterprise Solutions has released Visual Interactive Calling, a software development kit and platform in the Verizon network designed to enable banks, retailers, airlines, travel and hospitality companies, and other firms to communicate visually with their customers. "The sweet spot for this...

SugarCRM on Wednesday announced the general availability of Sugar 7.9 with a new quote-generation and management feature that helps users turn opportunities into closed deals. The upgrade provides next-generation reporting capabilities, plus enhanced advanced workflow, which lets users trigger a pro...

E-commerce brings together several themes that relate to our current fascination with artificial intelligence, machine learning, bots, mobile technology and the like. It's actually more than that, because it represents an underserved part of CRM. Until fairly recently, there were few tools that reta...

AI is a trend, and it's always nice to be trendy, but as great as CPQ is, it's still only one source of data. Without sufficient data, AI is extremely limited. It's like allowing your toddler to learn only about colors: The kid might be a whiz with colors, all right, but without context -- in other ...

Veeva Systems earlier this week announced Veeva CRM MyInsights, a new cloud-based data visualization capability producing tailored insights within Veeva CRM. MyInsights lets users of tablets or other mobile devices access, analyze and visualize information in real time. It includes fixed reporting f...

CFOs have a new 800-pound gorilla sitting in the corner. Actually, the really lucky ones who oversee operations in Europe and the U.S. will have two. ASC 606 and IFRS 15 are new accounting rules that describe in great detail how subscription vendors should recognize revenue beginning in December 201...

"CRM was originally created for the managers and bosses to report on the pipeline, and it was sold as a value proposition to the manager," noted Nutshell CTO Andy Fowler. "What's changing now is that CRM is becoming much more about supporting the rep -- giving them the tools they need to improve the...

Salesforce this week announced significant enhancements to its AppExchange Partner Program, including a $100 million Salesforce Platform Fund to encourage developers of AI-driven solutions, as well as changes to its partner business model. Salesforce arguably was the first kid on the block with a pa...

Salesforce on Tuesday launched the AppExchange Partner Program, or APP, for developers, independent software vendors and startups, as a replacement for its current ISV Partner Program. The APP will cost much less. Its baseline percent-net-revenue model for all new APP partners has been slashed from ...

United Airlines CEO Oscar Munoz on Tuesday apologized to the United States Congress for his company causing a passenger to be dragged off a UA flight last month. United failed its customers and failed as a company in that incident, and this has to be a turning point for the airline, Munoz told the U...

It gives some measure of the importance we give to AI that I went to two conferences last week and sat through two panel sessions on the subject. At CRM Evolution, I was part of the discussion in a breakfast session. At the Oracle CX show, executives involved in the adaptive intelligent applications...

A few years ago, when Oracle was busy buying companies to fill out its front-office cloud offering, RightNow Technologies developed a "day in the life" video that has stuck with me. It was shown at RightNow's last user meeting as an independent company. In fact, at the conference where it debuted, O...

Salesforce has entered an alliance with QuintilesIMS aimed at helping life sciences companies move treatments from clinical phases to commercial applications more effectively. QuintilesIMS, formed last year through the merger of healthcare data provider IMS Health and medical research firm Quintiles...

Healthgrades, an online resource to provide consumers with information about physicians and hospitals, on Wednesday launched CareChats, a tool that allows encrypted text and email conversations between patients and their healthcare providers. Developed in partnership with Conversa, CareChats enables...