Mindtouch

JANUARY 10, 2020

How do organizations serve their customers better within the SAP Service Cloud ecosystem? That’s the leading idea behind SAP Service Moments , a new app designed to “create perfect service moments across all touchpoints.” The mission: enable customer service excellence throughout the journey for SAP customers.

Self service 62

Self service Engineering Customer Experience Management 62

CSM Magazine

DECEMBER 12, 2023

Deep integrations with Salesforce and SAP provided agents with a 360-degree customer view for more personalised service. Additional custom APIs enabled tighter integration with ENGIE’s other applications. The company also implemented over 2,000 SIP channels to support ENGIE’s voice-heavy operations.

Abandon rate 52

Abandon rate Interactive Voice Response APIs Self service 52

Cincom

JUNE 28, 2023

Challenges Faced by Brother One of the major challenges Brother faced was the fragmentation between its Sales (SFDC) and Manufacturing (SAP) systems. By implementing Cincom CPQ, Brother was able to seamlessly link Salesforce and SAP, enabling smooth collaboration between the Sales and Manufacturing departments.

Sales 40

Sales Marketing 40

Cincom

JUNE 28, 2023

Challenges Faced by Brother One of the major challenges Brother faced was the fragmentation between its Sales (SFDC) and Manufacturing (SAP) systems. By implementing Cincom CPQ, Brother was able to seamlessly link Salesforce and SAP, enabling smooth collaboration between the Sales and Manufacturing departments.

Sales 40

Sales Marketing 40

CSM Practice

DECEMBER 7, 2020

The Advisory Board is composed of senior executives from such leading companies as SAP, Oracle, Gainsight, and Linkedin. According to Chris Singh of SAP, “It’s an honor to become part of such a dynamic, accomplished group. Irit Eizips also sits on the Board. It’s an exciting moment for this sector.”

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

Totango

OCTOBER 12, 2018

We’ve had a very busy week full of exciting news at the Totango HQ and in Barcelona attending SAP CX Live! . Second, we recently shared the news about integrating our solutions with SAP to enable the customer-centered enterprise. Our CEO also spoke at SAP CX Live about his vision of the Customer Centered Economy.

Best practices 48

Best practices Enterprise Customer centricity Analytics 48

Totango

OCTOBER 12, 2018

We’ve had a very busy week full of exciting news at the Totango HQ, and in Barcelona attending SAP CX Live! . Second, we recently shared the news about integrating our solutions with SAP to enable the customer-centered enterprise. Our CEO also spoke at SAP CX Live about his vision of the Customer Centered Economy.

Enterprise 48

Enterprise Best practices Customer centricity Analytics 48

3CLogic

APRIL 17, 2023

Having an IVR that is siloed from your organization’s primary system of record, like ServiceNow or SAP , limits flexibility and puts control of the customer journey into the hands of someone who may not be responsible for managing the customer experience or who may not have CX as their top priority.

Interactive Voice Response 52

Interactive Voice Response Self service CRM Engineering 52

Beyond Philosophy

MAY 11, 2016

Boardrooms across the world are shuddering as the Panama Papers are put online, allowing both employees and Customers to view their integrity – or lack of it! This is another reputational issue which affects the engagement of employees and Customers.

Consulting 275

Consulting Consulting Healthcare Customer emotions 275

ShepHyken

JANUARY 27, 2017

2017 looks to be an important year for the four major CRM players (Microsoft, Salesforce, SAP, Oracle) as they continue to innovate their products and compete for market share. For customer service agents, a CRM contains case records, customer prioritization, resolution deadlines, and omnichannel integration, all in one centralized location.

Technology 229

Technology Customer Service Management CRM 229

Mindtouch

MAY 5, 2016

As a niche consulting firm, Knack Systems specializes in SAP CEC services, helping organizations optimize sales, service, marketing, and eCommerce capabilities. Sandeep Arora , COO of Knack Systems, always makes sure that when his company consults for an SAP account, they first take a look at how the customer experience is being observed.

Self service 80

Self service Consulting Consulting Sales 80

Mindtouch

DECEMBER 6, 2017

Marcus Ruebsam, Senior VP, Global Head Solution Management, SAP. Panel with Oracle, Cisco, MindTouch, SAP Hybris, and Adobe. Johann Wrede, Global VP, Strategic Marketing, SAP Hybris. It is easier today to leave a company than it is has ever been before, no matter the complexity of the integration or size of the install.

Enterprise 48

Enterprise Best practices Customer Experience Marketing 48

Aspect

MARCH 19, 2018

A large German utility conducted a project with Aspect and a system integrator, that focsed on both of these challenges: customer acquisition and retention. It makes use of “dynamic channel blending” that lets an agent utilise digital channels on the customer’s smartphone during a conversation.

Interactive Voice Response 76

Interactive Voice Response Telecommunications Chatbots Self service 76

3CLogic

DECEMBER 1, 2022

While a cloud contact center solution can ameliorate the problems posed by legacy phone systems, they very often are not integrated with the enterprise’s service center systems of record, such as ServiceNow or SAP. Bridge the Gap with a Cloud Contact Center Integration.

contact center solutions 52

contact center solutions Cloud contact Contact Center Interactive Voice Response 52

CSM Magazine

OCTOBER 26, 2021

If you are not especially technically minded, then hiring a developer to deal with API integration is sensible. This should also mean that the ordering experience is user-friendly as well as slick. Stay in touch. Likewise after you finish working with a client, feel free to ask them what they thought of your contribution.

Customer Service 52

Customer Service APIs Personalization Feedback 52

Mindtouch

JULY 18, 2018

This could be within the agent experience, as with our various SAP, SugarCRM, and Salesforce integrations, or at the corporate level with online help centers and company knowledge bases. That means the ability to organize, structure, and deliver timely content across every service and support channel.

Management 69

Management CRM Self service Best practices 69

Natalie Petouhof

MARCH 11, 2016

For insurers facing significant variance in workload demands, access to the highly scalable AWS Cloud provides a cost-effective way to integrate functions (such as CRM, policy administration and underwriting) and increase computing capacity on a pay-per-use basis with minimal upfront investment.

Enterprise 40

Enterprise Analytics CRM Consulting 40

Calabrio

JULY 28, 2020

The technology used by the company includes Calabrio Teleopti WFM, computer telephony integration (CTI), Twilio Reporting, Ytica CRM, and Salesforce. The operations utilize various solutions, including Calabrio, Axonify, SAP, and eTime.

outsourcing 80

outsourcing Contact Center CRM APIs 80

C Space

APRIL 6, 2020

Cloud-based enterprise software firm SAP has established a €3 million COVID-19 Emergency Fund to support the urgent needs of the World Health Organization (WHO), the CDC Foundation , and smaller nonprofits and social enterprises that work on the front lines serving local communities in crisis.

Healthcare 52

Healthcare Banking Engineering Transportation 52

CSM Magazine

OCTOBER 4, 2019

Many online retailers are already making use of the AI capabilities built into ecommerce platforms (for example, SAP Customer Experience or Salesforce Commerce Cloud). To see how AI-based personalization works, let’s look at SAP Customer Experience and its recommendation engine. More Personal Than a Person? Beyond Personalization.

Personalization 40

Personalization Chatbots Engineering Sales 40

Monet Software

NOVEMBER 11, 2020

That sense of ennui, stagnation or general “blah” that creeps up on agents and saps their energy and enthusiasm? How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? Fortunately, there is a prescription for burnout prevention.

Morale 100

Morale Agent burnout Contact Center Coaching 100

Integrity Solutions

AUGUST 30, 2021

Nothing will sap sales confidence and motivation like inner conflict. The post A Positive View Of Selling Is Critical to Hiring Salespeople appeared first on Integrity Solutions. Effective training and ongoing coaching can help develop and shape the internal dialogues that take place within salespeople every day.

Coaching 99

Coaching Sales CRM Management 99

iCiDIGITAL

JUNE 1, 2018

There has been plenty said across the industry about how this move closes the customer experience loop for Adobe and makes them a formidable competitor to SAP, Oracle and Salesforce. Future: Adobe has an excellent track record of taking smart acquisition moves and integrating the technology into their own system. A Final Word.

B2C 40

B2C B2B Enterprise Marketing 40

Integrity Solutions

JULY 20, 2021

Inner Conflict Saps Sales Confidence. The post Building Sales Confidence is Everything appeared first on Integrity Solutions. Instead of an aimless list of closed-end questions that lead nowhere, they can be strategic and ask open-ended questions with specific goals in mind.

Sales 126

Sales Coaching B2B Personalization 126

Avaya

JULY 12, 2016

His examples, including a manufacturing-related solution to enable warehouse workers to reach suppliers by mapping part numbers via SAP integration, clearly demonstrate the power of this platform. But most impressive is his story of delivering a deal-winning proof-of-concept implementation in less than two days.

Feedback 45

Feedback Marketing Management 45

Integrity Solutions

MARCH 9, 2022

Your inner values define you are , and if the sales approach, products you’re selling or culture of the company conflict with those values, it will eventually sap you of the enthusiasm and motivation to work hard and persevere. The post Sales Burnout Is a Real Thing appeared first on Integrity Solutions.

Sales 75

Sales Coaching Multichannel Feedback 75

Natalie Petouhof

SEPTEMBER 21, 2016

They are doing this with the integration or Oracle Service Cloud and SAP. GEMU is using real-time filtering and processing of valve events and proactive parts replacement with the integration of CRM, IOT and a service ticketing system.

Big data 40

Big data CRM Construction Analytics 40

3CLogic

NOVEMBER 27, 2023

If your business is already leveraging SAP Service Cloud and Customer Experience Solutions, leveraging voice AI tools can make your service desk more effective — and keep customers happy. That, matched with access to customer profiles in SAP, can create overall better service outcomes. The goal isn’t to dodge customers.

Customer Experience 59

Customer Experience Contact Center Self service Cloud contact 59

ClearAction

MAY 2, 2016

My team became aware of the 3 A’s when we conducted exploratory research about chronic challenges of organizational efficiency and effectiveness with marketing leaders from companies such as American Express, Aon, Apple, Ariba, Clorox, Covidien, Eli Lilly, Global Foundries, Hewlett-Packard, Microsoft, NVIDIA, and SAP.

Marketing 62

Marketing Accountability Enterprise Metrics 62

CustomerSuccessBox

NOVEMBER 2, 2021

Enterprises such as SAP, Salesforce, Workday, etc fall in this category. Large enterprises require: a dedicated CSM, on-demand human training, custom configurations, 3rd party software integrations, etc. Standard Integrations ensure a smooth self-serve data import. However, there’s a key point to be understood here.

SaaS 52

SaaS Customer retention Enterprise Accountability 52

3CLogic

OCTOBER 28, 2022

Midway through 2022, management software giant SAP released the next generation of its business intelligence CRM software, SAP Service Cloud. According to SAP’s release announcement , the new “intelligent SAP Service Cloud revolutionizes customer service by delivering meaningful customer connections throughout a customer life cycle.”.

contact center solutions 52

contact center solutions Cloud contact Contact Center Interactive Voice Response 52

Fonolo

JANUARY 30, 2019

Same with SAP. “I think that Avaya is focusing on coexisting with other collaboration vendors, rather than replacing them … They realize that they need to be able to operate in environments that may have Slack, Microsoft or Cisco … and are looking at ways to expand integration into Avaya’s customer care solutions.”

Contact Center 57

Contact Center Call Center Analytics outsourcing 57

ClearAction

MAY 16, 2016

My team became aware of the 3 A’s when we conducted exploratory research about chronic challenges of organizational efficiency and effectiveness with marketing leaders from companies such as American Express, Aon, Apple, Ariba, Clorox, Covidien, Eli Lilly, Global Foundries, Hewlett-Packard, Microsoft, NVIDIA, and SAP.

Marketing 54

Marketing Customer Experience Enterprise Metrics 54

CSM Magazine

FEBRUARY 7, 2024

JBC Industrial Services, the industrial boiler and burner service and maintenance provider, has rolled-out an integrated mobile workforce and enterprise resource planning (ERP) system. Now full integration between BigChange and SAP B1 has eliminated manual data entry work, saving JBC 8-man days a week.

Engineering 52

Engineering Finance CRM Enterprise 52

Natalie Petouhof

DECEMBER 9, 2015

Too often, they’re not optimized for mobile, not easily integrated with other services, and not accessible when and where people need them most – on the device they want to use in that moment. The business app category continues to lag behind consumer app scenarios in terms of richness and ubiquity. Share PowerApps like documents.

Banking 49

Banking CRM SaaS APIs 49

3CLogic

JANUARY 9, 2024

The answer lies in embracing advanced contact center technologies that seamlessly integrate AI and automation capabilities within your existing solutions and workflows. Integrate AI and Automation for Operational Efficiency The integration of AI and automation is pivotal in the optimization of operational efficiency.

Contact Center 52

Contact Center Interactive Voice Response Self service CRM 52

Integrity Solutions

JULY 20, 2021

Inner conflict saps confidence. The post Building Confidence in Sales is Everything appeared first on Integrity Solutions. Instead of an aimless list of closed-end questions that lead nowhere, they can be strategic and ask open-ended questions with specific goals in mind.

Sales 52

Sales Coaching B2B Personalization 52