Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Aditya Cakrawidya
Assistant Vice President IT
Yudha Satya Perdana
Service Quality & Development Head
Chai Domingo
Director, Contact Center
Rory Aditya
Manager Digital Service of Retail Customer Care

Welcome to the New SugarCRM! - BrainSell Technologies - Blog

Welcome to the New SugarCRM!


We’re thrilled to relay that one of our favorite business technology companies, SugarCRM, recently announced new company-wide changes! These changes will improve the value of their services and their relationships with customers. They have unveiled:

  • A new vision and mission
  • A new and expanded product portfolio
  • A new website and brand
  • A new customer conference
  • New investors, acquisitions, and executive teams

Despite these changes, Sugar is still the same company with the same core values – they’re just evolving their business model, product portfolio, and platform features.

Sugar’s New Business Model

Sugar’s new approach to their technology and services is to enable you and your business to create customers for life with a stellar customer experience (CX) platform that will help you anticipate and fulfill customer needs before they even realize they have them.

To support this approach, Sugar has defined their competitive differentiators and leadership position – organized into three “pillars” – within the business technology market to communicate their strengths and future aspirations. These three pillars are:

Intelligent Customer Experience Harness customer data and discover actionable insights and next best actions.

Intelligent Customer Experience aims to aggregate information from a wide variety of internal sources and unify data into a single repository. Augmented by external and third-party sources, AI, and machine learning, you can use this repository to gain predictive insights and next best action guidance. It also adds dimensions to customer data so to enable better analysis.

No-Touch Information ManagementSpend less time entering and finding data and more time on high value work.

The No-Touch Information Management design philosophy allows you to automate the collection, processing, and presentation of customer information as a byproduct of the user activity (i.e. engaging with customers, using other tools and systems, etc.). This design delivers customer data directly to users in real-time context of what they’re doing, what tools they’re using, and what key insights they need.

Continuous Cloud InnovationTrust in the most modern, durable, and future-proof CX platform on the market.

Delivered as a native AWS application, Sugar’s cloud products leverage more capabilities than any other CX offering. AWS supports the world’s largest e-commerce marketplace that owns nearly half of the entire US market, has five times more cloud infrastructure than their next 14 competitors combined, and complies with 34 different security and compliance standards. This means that Sugar and their customers always have access to the most advanced, secure, scalable, and reliable infrastructure technology available.

Sugar’s New Products

In an effort prioritize customer experience, Sugar’s new products provide offer flexible deployment and customization options. In addition to existing cloud and on-premise CRM platforms, Sugar’s new products are:

Sugar Market – The new all-in-one marketing automation cloud solution designed to supercharge marketing efficiency and productivity.

Sugar Sell – The new-and-improved award-winning sales automation cloud solution renowned for its intuitive user interface, extensibility, and customer satisfaction.

Sugar Serve – The new customer engagement center cloud solution designed to streamline case management and issue resolution.

Sugar will also offer add-on products such as Hint Insight, Customer Journey Plug-In, Collabspot, LinkedIn Sales Navigator, and Oktopost. Third-party extensions will still be available through SugarExchange.

Sugar’s New Features

Sugar has developed platform features to enhance each of their new products:

Cloud Insights – Provides on-demand access to administrative controls and information over the cloud environment, such as database and file system storage, license usage and expiration, and error and access logs.

SugarIdentity – Provides federated identity and comprehensive single sign on across Sugar’s applications and services, helping customers securely manage user identities and access to applications and services in the Sugar ecosystem.

Tile View – Provides a pivot table-like organizational structure to the opportunity pipeline, including managing opportunities by sales stage and expected close date.

Mobile Enhancements – Provides drill-down insights, enhanced collaboration, and a better quoting experiences for multiple currencies.

SugarBPM Advanced Email Handling – Monitors and triggers email-based actions within a workflow and allows setting “From” and “Reply-To” email addresses in automated emails.

What You, the Customer, Need to Know

For existing customers:

  • Sugar’s product portfolio is very much the same. Sugar Pro and Enterprise, for both cloud and on-premise, will continue as supported product offerings. Sugar will continue to issue regular updates and releases with bug fixes and enhancements. If you wish to purchase more user seats for your existing Pro/Enterprise instance, you can still do that.
  • Although you’re not being forced to migrate from your existing instance, you do not get Sugar Market, Sell, and Serve for free with these new releases. These are new offerings and are not bundled with Sugar Pro/Enterprise.
  • At renewal, your Sugar Partner sales or Sugar sales representative can help you choose your best option going forward. One option will be to renew on the product you are already using, but you may also have the option to migrate to one of our other offerings if it makes sense for your situation.

For new customers:

  • Sugar Pro/Enterprise are still available for purchase, but they are now on-prem only solutions. Customers that need cloud solutions will be directed to Sugar Market, Sell, and Serve.
  • For more information or pricing about Sugar Market, Sell, and Serve, contact us and we’ll chat about your business challenges and technology needs!

Looking to the Future

This concludes our update. We’ll leave you with a message from the CEO, Craig Charlton, taken from his open letter to partners and customers about the new SugarCRM:

“…We are going to lead and drive success on many levels with these changes. And then? We’ll repeat the process. That’s our promise to you – we’ll never stop improving on the tools and services that make technology not only useful, but vital to your business. Calling the New Sugar a 360-degree customer view is to sell it short, to be blunt. It’s much more than that.”


Publish Date: August 2, 2019

2024 Buyers Guide IVR

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Computer Data Services, LLC

Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)


Voice Self Service
Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
(read more)

View more from BrainSell Technologies

Recent Blog Posts:
Finding Hope in the V-Curve – How Understanding the Coronavirus’ Economic Impact Can Prepare Your Business for Future GrowthMarch 20, 2020
The Benefits of Migrating to Sugar Sell and ServeMarch 3, 2020
Salesforce vs. Sugar Sell: Is It Truly a David and Goliath Fight?February 25, 2020
Four keys to boosting customer lifetime valueFebruary 7, 2020
Which is a Better CRM: Salesforce vs. Sugar SellJanuary 29, 2020
Free CRM and Marketing Tools: Are They Really ‘Free?’January 27, 2020
Drift vs. Zendesk Answer Bot: Which One Does My Site Need?January 23, 2020
Leveraging Your CRM for Sales EnablementJanuary 8, 2020
[On-Demand Webinar] CRM Solution BlueprintDecember 11, 2019
[On-Demand Webinar] CRM Comparison: Salesforce vs. HubSpotOctober 8, 2019



My Role As A CX Champion In My Company
Jun 15

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th EMEA Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
The 19th Asia Pacific Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Industry Champion Award Leaderboard

Most active award entrants in the past 48 hours! - Vote for Others / About Program
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =