SugarCRM Launches New Cloud-Based Omni-Channel Customer Service
Cupertino, CA, USA, Oct, 2020 -- SugarCRM Inc., a provider of time-aware CX, announced the launch of SugarLive, a new integration with Amazon Connect voice, chat and text messaging for omni-channel customer service and support. SugarLive embeds Amazon Connect’s omni-channel contact centre capabilities into Sugar Serve’s Service Console, empowering teams with tools for routing, tracking, prioritising and solving customer service interactions.
Sugar Serve users need only their Amazon Connect credentials and few simple configurations to add omnichannel engagement models to their existing or new Sugar Serve deployments.
"The current global environment underscores the need for seamless omni-channel communications between support professionals and customers," said Rebecca Wettemann, Principal Analyst, Valoir. "SugarLive and Amazon Connect can offer users a fast path to adding new digital engagement channels with little effort and financial risk, while also quickly building more intelligent orchestration of customer engagements through automated voice and chat toolsets."
"SugarLive helps deliver on our new vision of high-definition CX for our customers," said Rich Green, Chief Product Officer and CTO of SugarCRM. "By offering a single, unified view of the customer, from their very first marketing engagement to understanding their service needs, Sugar is replacing a fragmented, out-of-date, and incomplete picture with a sharply focused understanding of both the customer and the business."
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Monday, October 19, 2020
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