Category Archives: CRM

Genesys Launches G-Nine CX Framework

Genesys on Monday introduced G-Nine as the innovation framework underlying all of its product offerings.

genesys Genesys Launches G Nine CX Framework

“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 consumer trends that we’ll focus on in the next two years,” he told CRM Buyer.

Among G-Nine’s initial capabilities:

  • Smart App Automation, with more than 80 predefined micro-applications for voice and digital self-service;
  • Asynchronous messaging, through Genesys Hub, in often-used channels such as Facebook Messenger Slack, Skype and WeChat;
  • Next-generation engagement, which extends the customer experience into the Internet of Things to determine in real time the best course of action given user context, resource availibility, customer profile and business attributes;
  • Bring-Your-Own Bot, which lets corporations bring their own bots, such as those powered by IBM Watson, to the Genesys customer experience platform; and
  • Kate, which is customer service-specific artificial intelligence in a personified AI ecosystem.

“Depending upon the platform, some capabilities, like smart app automation and asynchronous messaging, are currently available to customers,” te Booij said. “Others will be rolled out in the coming months.”

Extending Genesys to Users’ Current Systems

Kate brings together the capabilities of blended AI, such as using Salesforce Einstein for CRM and IBM Watson for big data. It has its own micro apps and natural language understanding.

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 Genesys platform is extremely open, so it can be extended to any AI or machine learning-based bot,” he added.

What G-Nine Is

G-Nine “is [Genesys’] experience platform leveraging their past framework and now being called a ‘platform,'” said Ray Wang, principal analyst at Constellation Research. “It’s predictive analysis and machine learning meets customer journeys.”

Next-generation engagement, which aims to extend the customer experience into the IoT, can be used “to bring in contextual IoT data to help with the customer experience,” Wang told CRM Buyer.

The advantage of next-generation engagement “is in the digital channels blended back to traditional ones,” he suggested. “Think chatbots, virtual assistance and contact centers.”

On the other hand, “it’s not completely clear how much G-Nine is a suite of offerings versus a development toolkit,” said Rebecca Wettemann, VP of research at Nucleus Research.

“It will be interring to see how G-Nine innovations can be plucked and integrated from Genesys to other platforms,” she told CRM Buyer.

Plugging in the AI Stuff

“AI and virtual assistants are all the rage in the customer experience, and Genesys is no exception,” Wettemann remarked.

Genesys last year completed the acquisition of Interactive Intelligence, and this “both gave Genesys a modern cloud platform and a customer base that was already innovating at cloud pace,” she noted.

AI needs seven key components in order to work, according to Constellation’s Wang. It requires lots of data; compute power; great math talent and algorithms; time compression; domain expertise; great interactive UX-like chat, vision and speech; and a good recommendation engine.

“Genesys is providing the algorithms and leveraging the data in the contact center and knowledge repositories,” Wang said.

Kate “is a good start, but it needs much work. It’s more advanced than Cortana but not as good as TensorFlow,” he observed.

“Given the flurry of AI and intelligent agent announcements in the field over the past few quarters,” said Wettemann, “Genesys will have to show both technically and from a time-to-value perspective how Kate — and the other new innovations — deliver, compared with the competition.”
end enn Genesys Launches G Nine CX Framework


Richard%20Adhikari Genesys Launches G Nine CX FrameworkRichard Adhikari has been an ECT News Network reporter since 2008. His areas of focus include cybersecurity, mobile technologies, CRM, databases, software development, mainframe and mid-range computing, and application development. He has written and edited for numerous publications, including Information Week and Computerworld. He is the author of two books on client/server technology.
Email Richard.

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CRM Buyer

Registration is Open – CRMUG Summit 2017

CRMUG Summit 2017 300x225 Registration is Open – CRMUG Summit 2017

If you’ve been part of the PowerObjects community for any time at all, you’re bound to know that we’re huge fans of CRMUG! No only do we participate in the online CRMUG community, we also love CRMUG’s many in-person events. That said, it’s no surprise that we go BIG for CRMUG Summit each year!

CRMUG Summit 2017 will be held in Nashville at the iconic Gaylord Opryland Hotel on October 10-13… and we can’t wait! CRMUG Summit will include electrifying general sessions, essential peer-to-peer knowledge exchanges, product insight forums, and authentic networking opportunities. With the largest annual gathering of CRM users, CRMUG Summit is designed, led, and attended by CRM users, partners, and experts from around the world.

If you’re a member of CRMUG, you can save up to $ 400 when you register before the Early Bird pricing deadline on June 29 . If you’re not a member but are interested in becoming one, you might want to consider bundling your membership and Summit registration to save. In addition to these great discounts, you can use the PowerObjects promo code: PRPPO to save 10%. For more pricing details, click here.

Check out the recap video from CRMUG EMEA Summit, earlier this year. Happy CRM’ing!

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PowerObjects- Bringing Focus to Dynamics CRM

SuiteWorld 2017 Retail Keynote: Evolving to Next with Omnichannel

websitelogo SuiteWorld 2017 Retail Keynote: Evolving to Next with Omnichannel

Posted by Barney Beal, Content Director

In the SuiteWorld 2017 Retail keynote, Andy Lloyd, NetSuite’s Vice President of Products, discusses current trends in retail, what’s on the horizon and how NetSuite is helping some of the most innovative retailers in the industry achieve their goals including the new SuiteSuccess for retail industry solution.

He is joined on stage by Brandon Jenkins, NetSuite Regional Vice President of Retail; Nick Thomas, Managing Director of /BUILT, a new company changing the building supply market in the UK; Kyle Pretsch, director of integrations and Omnichannel for Lucky Brand, a retail apparel company; Chris McNabb, CEO of Dell Boomi, a cloud integration company; Matt Rhodus, NetSuite Director and Industry Principal for Retail; and Kelly Milazzo, Vice president of Operations for Toad & Co. and Fidan Kasra, Senior Product Manager for Bonobos, two retail apparel companies.


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The NetSuite Blog

Helpshift Integrates With Salesforce

Mobile technology has delivered a lot of useful functionality that enables vendors and their customers to be on the same page more frequently. However, the screen size has an inherent drawback: It shows a very narrow slice of a reality — typically one idea at a time. The problem is especially acute in the key areas of sales and service.

A mobile “help” app should deliver help the customer values. One that misunderstands the customer’s situation or its role in responding to it can be a source of pain, frustration or even customer churn. We’d be kidding ourselves if we didn’t see that problem.

Good AI and machine learning tools have done a lot to ensure that the sales offers vendors place on customers’ small screens are the ones customers actually value.

The same need exists in customer service — putting the right information before a customer — but AI might not be necessary. However, because the mobile screen will support only one idea at a time, it’s critical that the help is, well, helpful.

There’s less to wonder about in a help situation and therefore less need for analytics. What is needed is simply step-by-step help as a customer traverses a process.

The Helpshift Approach

Helpshift, an emerging company in the customer service space, has been supporting service processes with an innovative approach to placing help at every step in a service process. This approach ensures the app’s help keeps up with the customer’s need.

Helpshift did something really cool this week, when it announced integration with the Salesforce Service Cloud and made the integration available on the AppExchange. Importantly, Helpshift FAQs are mapped to and managed by the Salesforce knowledge base, making it possible to manage Helpshift from the Salesforce dashboard.

When a mobile user initiates a chat in a Helpshift-powered mobile app, it automatically creates a Salesforce case. The case contains all of the metadata and data from the user’s phone, saving time and increasing accuracy and time to resolution.

It’s not hard to create a first-level integration with Salesforce, and many vendors do this. What’s interesting about Helpshift’s approach is that it has created an integration that not only satisfies the end user in the moment, but also goes on to work within Salesforce to enable knowledge base updating over the life of the mobile app.

From that point, you can imagine more functionality being added over time. For instance, how long before natural language processing becomes part of the interface?

Empowering Customers

Customer self-service once was thought to be the peak of customer empowerment, but we soon discovered that self-service systems were, in some cases, the same support systems used by agents — but possibly with nicer front-ends.

That didn’t work — at least in part because there’s a lot of knowledge capital that agents have as employees that customers, by definition, don’t. So customer self-service had a rocky start, and customers who used those systems easily could be discouraged.

Today’s self-help, exemplified by Helpshift, does away with old style self-service while really empowering customers. If an issue needs escalation, that’s a standard part of the solution. Conventional indirect service channels have been highly successful, with better than 80 percent of customers checking them before calling a service center.

That has resulted in fewer calls, but the ones that get through often are more complex and require the help of a real person. So, don’t expect this or any service automation to replace the agent.

The real benefits of the Helpshift integration will be twofold: For customers, it will provide fast answers in a channel that might have lacked them before. For vendors, it might be another way to limit the high costs of customer service. Given people’s propensity to solve their own problems, this should be a benefit to all parties.
end enn Helpshift Integrates With Salesforce


Denis%20Pombriant Helpshift Integrates With SalesforceDenis Pombriant is a well-known CRM industry researcher, strategist, writer and speaker. His new book, You Can’t Buy Customer Loyalty, But You Can Earn It, is now available on Amazon. His 2015 book, Solve for the Customer, is also available there. He can be reached at
denis.pombriant@beagleresearch.com.

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CRM Buyer

Importing Data to Power BI

Recently I was fortunate enough to participate in a workshop focused on Microsoft’s analytics service, Power BI. This blog will be the first in a series of blogs describing my experiences with Power BI. In this blog, I will focus on importing data into the Power BI desktop version. The remainder of the blogs will focus on Power Query, Power Pivot, Power View and the finished Power BI products in a browser.

When opening Power BI, you are greeted with a welcome page and given the option to import your data from here. In this example I decided to ignore that welcome page and import data using the “Get Data” button in the ribbon. Clicking on this button drops down a list of common import methods which can be seen in the screenshot below. These options include importing via Excel sheet, Web URL, OData and a few more.

image thumb Importing Data to Power BI

By clicking on “More…” from the previous dropdown list a small window opens with the remaining options. Power BI can easily import data from many places including SQL Servers, Dynamics 365, Zendesk, Github and Sharepoint.

image thumb 1 Importing Data to Power BI

In the screenshot below I ended up importing data from the “Rotten Tomatoes Top 100” Web Page. As you can see, Power BI detects multiple tables and displays the available ones on the left side. On the right side a preview of the data is shown along with the option to view it as a Web page or a Table. At the moment, the Table name isn’t very informative and the data isn’t as clean as I would like it, but I’ll be changing this using Power Query in the next blog.

image thumb 2 Importing Data to Power BI

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Magnetism Solutions Dynamics CRM Blog

Could Being in the Cloud Have Protected You from the WannaCry Cyber-Attack?

CRM Blog Could Being in the Cloud Have Protected You from the WannaCry Cyber Attack?

The WannaCry ransomware incident had an impact on 150 countries. Anyone impacted was left with one gnawing question: Was there anything we could have done to avoid this? Could our IT department have done something differently? Was there someone who saw this coming and knew how to avoid it?

But really, unless you actually wrote the program, there was little you could have done.

But is that true?

You theoretically could have hired white-hat consultants (you know, those “good guy” hackers) who might have been able to recognize your vulnerabilities.  You then could have paid a lot of money to have repetitive penetration testing completed on your systems. These consultants could possibly have been able to detect the WannaCry problem before it hit, then your own IT team could have begun a patch on all your systems. After all, how many computers does one company actually have? It certainly can’t be that hard.

But wait a minute…that’s every single workstation and every single server. Now let’s add to this…it needs to happen over the course of a weekend. Yes, IT IS that hard.

Option two is to have the responsibility placed onto someone else…where it makes more sense. Here’s where Microsoft and the Cloud come in. This is never about finding a place for the blame; it is about making sure you have assigned an important job to the correct party. You are, quite simply, in the business doing business…not IT. You should not be expecting your internal IT team to have the technology, know-how, or resources to protect your organization completely. You should rely on people whose job is IT in order to prevent and/or manage breaches.

Governments, agencies, and other organizations already in the cloud have discovered an unexpected benefit: with patching SaaS (software-as-a-service like Office 365) and PaaS (Platform-as-a-service like Dynamics 365, this is no longer their problem. With the SLA (service level agreement), Microsoft delivers an assurance that their solutions will be available and operational, with specifically defined downtime and security. If there is an issue, it’s Microsoft’s responsibility to handle it. Additionally, when ransomware or other attacks do occur, Microsoft provides a dedicated team of professionals and the necessary technology to ensure that patches are utilized, often prior to the general public becoming aware of the issue.

Now, what happens if you don’t have Dynamics 365 or Office 365? What occurs with an older version? Even if this is the case, you are hosting your organization’s solution in IaaS (Infrastructure-as-a-service), which means host controllers in the data center have the ability to keep an eye on situations for you. However, you’re not entirely in the clear. Since you are running a VM (virtual machine), this operates within a Windows operating system. Microsoft cannot manage or monitor that for you—or notify you if a problems occurs. This is why you need a strong, qualified partner with the ability to run your Cloud infrastructure within a Managed Cloud Service.  In the hands of the experts, guarded against cyber-attacks, is where it should be so you can go about the business of running your organization.

In brief…

  1. Though we cannot eliminate every hacker and we know we will eventually deal with a data threat or breach, we can be prepared if we trust the task to the experts.
  2. Microsoft has invested heavily into their data centers. You can count on the fact that they will be there, fixing problems quickly and efficiently. If an issue gets past them, they know that they have thousands of customers relying on them to get it fixed fast.
  3. If you are an IaaS customer in the cloud, a strong partner will assure that everything is up to date and they will be watching out for hacks. They should have all the resources necessary to “follow the sun” and protect your organization around the clock.

Organizations in both the private and public sectors are reaping the benefits of moving to the Cloud:

If your company is concerned because of this attack, get out of the IT business and move to the Cloud. Contact the Cloud experts at AKA Enterprise Solutions. We can assist you by building and executing a plan that will guarantee a smooth transition and a safer place your organization and your customers.

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CRM Software Blog | Dynamics 365

Artificial Intelligence, Personalization and Marrying Online and In-Store Experiences on Tap at IRCE

Posted by Maggie Miller, Senior Commerce Content Manager

Internet Retailer Conference & Exhibition, better known as IRCE kicks off June 6 in Chicago. The annual event brings together thousands of industry experts and solution providers to learn and network on all things ecommerce. Before we head to the Windy City, I asked our thought-leaders from our team what they think will be the most compelling trends at this year’s conference.

B2B Ecommerce and Artificial Intelligence (AI)

At this year’s IRCE, we expect to see a stronger presence and focus on B2B ecommerce and AI. Businesses are exploring how they can use digital channels to streamline and automate B2B interactions by better connecting both the supply and buy side of commerce, locally and globally.

AI has also has gained significant traction beyond commoditized recommendation engines. The underlying technology has evolved exponentially and we expect to see significant advancements in AI applications for customer experience, search, marketing, order management and logistics.

Sanjay%20Mehta Artificial Intelligence, Personalization and Marrying Online and In Store Experiences on Tap at IRCE

Sanjay Mehta
Principal Solution Specialist, Ecommerce
Oracle + NetSuite

Retail Fashion Forward

The retail store has found itself in a do or die situation, having to find a way to marry the digital and physical store experiences in order to survive. I believe the best digital strategies focus on three main value drivers – Fulfillment, Inspiration and Friction Free. Today’s retailers need to reimagine their stores for the digital consumer. That means focusing on inspiration and convenience as key values that drive traffic to the stores, while also striking a balance between transactions and fulfillment. The new track – Fashion: Try it on! – will showcase some great sessions to explore new ways to heighten personalization and how to take advantage of new opportunities to create unique connections with customers.

matt%20rhodus Artificial Intelligence, Personalization and Marrying Online and In Store Experiences on Tap at IRCE

Matthew Rhodus
Director, Industry Principle Retail Vertical
Oracle + NetSuite

Customer Personalization 

We’re going to hear a lot about customer personalization and, likely, the role of AI in adopting it at this year’s conference. During my own talk during the show, I’ll be honing in on how to personalize consumer lifecycle emails, such as cart abandonment and welcome series campaigns. Sending static, non-customized messages in these campaigns is no longer good enough. Personalizing every step of the customer journey, especially within email, is not only critical in delivering a relevant and engaging brand experience, but very doable with today’s technologies.

Greg%20Zakowicz Artificial Intelligence, Personalization and Marrying Online and In Store Experiences on Tap at IRCE

Greg Zakowicz
Senior Commerce Marketing Analyst
Oracle + Bronto

In today’s world of digital commerce, IRCE is one of the best conferences to help you advance your knowledge. If you’re interested in learning more about taking your commerce platform to the cloud, stop by booth 701 to learn how you can deliver seamless brand experiences with a unified, cloud commerce platform. You can even schedule a personalized demo for an in-depth look at how the NetSuite solution can transform your business.

Posted on Wed, May 24, 2017
by NetSuite filed under

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The NetSuite Blog

The CRM Minute: Tips for Successfully Implementing CRM [VIDEO]

CRM Min Digital Transformation Still 800x600 300x225 The CRM Minute: Tips for Successfully Implementing CRM [VIDEO]

There are so many steps to consider when implementing CRM. You need a valid business case, executive sponsorship, and clear objectives. When deploying a next generation CRM system, there are a number of other key objectives you need to be conscious of, but in today’s episode of The CRM Minute, Paul will be giving you his two most essential steps for getting started successfully.

Thanks for watching, The CRM Minute!

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PowerObjects- Bringing Focus to Dynamics CRM

7 Tips for Using Buyer Personas in Lead Nurturing

blog title buyer personas 351X200 7 Tips for Using Buyer Personas in Lead Nurturing

Picture your customers. Not just their industries and business functions. Not just their geographic locations and levels of seniority — although all of those things are important. But picture them. What motivates them? What are their pain points? Who are they?

This extremely specific description of your model customer is a buyer persona. Buyer personas help you target prospects with surgical precision and nurture them with custom content they care about.

Read on to learn seven tips for integrating buyer personas into a lead nurturing campaign:

1. Personas first, content second

Response rates plummet when you send generic content to a broad, untargeted audience. So before building a lead nurturing program, figure out who you are trying to reach. After all, you’ve got to know who you’re talking to before creating your marketing messages.

To gain deeper insight into your buyers — and to build better buyer personas — you can hold focus groups, interview current customers, conduct surveys, or check out who’s engaging with you via social media.

2. Put the person back into persona

Buyer personas may be fictional, but they uncover key insights into the real people you’re striving to connect with. Personas can help you craft messages that make your prospects feel like you’re speaking directly to them. This is especially important when employing an automated process, like lead nurturing. These targeted messages help nurturing feel less like a pitch from a robot, and more like a conversation between humans.

Give each of your buyer personas a name, job, likes and dislikes, pain points, purchase drivers, activities, success measurements, and more. If most of the CEOs you want to reach are female, name your Executive persona “Emily,” not “CEO-Persona-B.”

3. Uncover pain points

Think about the challenges your personas face. Your lead nurturing messages should explain how you will provide relief. For example, if one of your personas feels his or her current tool is unreliable, talk about predictable performance — perhaps by focusing on the reliability of your solution. You can research which pain points are plaguing your customers through interviews, surveys, or conversations with sales.

4. Follow digital footprints

Measure, test, track, and combine data from your customers’ online behavior to get a feel for the habits and motivations of each buyer persona. Where did they go for information? To which messages did they respond?

Ask the right questions to learn where and how they devour your content. For example, did they find your site via social media? How much time do they spend on your site? Which pages, microsites, or areas of your site do they visit most? In what order and quantity do they access your content? Find their hot spots and give them what they’re looking for.

5. Update regularly

Remember when you created those buyer personas five years ago? Chances are, they no longer fit today’s customers. The buyer’s journey — how customers search for a solution, interact with you, and respond to sales — is constantly evolving. Make sure your personas and lead nurturing tracks line up with their behavior.

Refresh personas at least every year or two. Once you’ve revisited your personas, update lead nurturing tracks to fit them.

6. Include your sales department

Sales has the most direct access to your customers. They understand pain points and motivations — so get their input on personas. You’ll craft marketing messages that are more cohesive from the top of the funnel to the bottom. If sales isn’t aligned with your messaging, the conversation will feel disjointed.

7. Segment based on personas

Finally, it’s time to plug your buyer personas into your lead nurturing tracks. At its simplest, you can segment your database so that each prospect is labeled with a persona. For example, every record that has a job title in the C-suite might map to your Executive persona, “Emily,” while records with engineering titles are mapped to your Technology persona, “Jim.”

From there, tailor content for each buyer persona segment that addresses the pain points, motivations, and specific influences you’ve already identified. Now you’ve got a campaign that really makes business personal.

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Act-On Blog

Except coffee Dynamics PDF-Docs does it all !

CRM Blog Except coffee Dynamics PDF Docs does it all !

With Dynamics PDF-Docs CRM users can, in one click of a button or with workflow

  1. PDF CRM Word Template
  2. Attach the PDF document to the record Notes
  3. Attach the PDF document to an Email
  4. Preview the document
  5. Save to SharePoint as Word or PDF format

Perform all above functions with Workflow, plus these extra features available with PDF-Docs Workflow:

  1. When uploading the document to SharePoint (item 5 above), the Workflow updates the SharePoint List (columns) with fields from the CRM record, to facilitate search of documents or activate SharePoint Workflows, triggered by the data saved in SharePoint.
  2. When sending the Word Template as PDF document attached to an Email, you can also add documents stored in SharePoint. Good example is a price quotation prepared as Word Template in CRM, attached to an Email together with documents saved in SharePoint regarding the products or services offered in the price quotation.

…. And the price ?

US$ 690 only per CRM Organization.

That is not all. This price is one off payment with FREE life time upgrade and free Email support.

Click here to download trial version of Dynamics PDF Docs

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CRM Software Blog | Dynamics 365