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News : SugarCRM Launches New Cloud-Based Omni-Channel Customer Service

#contactcenterworld, @sugarcrm

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.

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"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from their very first marketing engagement to understanding their service needs, Sugar is replacing a fragmented, out-of-date, and incomplete picture with a sharply focused understanding of both the customer and the business."

#contactcenterworld, @sugarcrm

Posted by Veronica Silva Cusi, news correspondent
Source: https://prwire.com.au


About SugarCRM:
Company LogoSugarCRM makes CRM Simple. As the world's fastest growing customer relationship management (CRM) company, SugarCRM applications have been downloaded more than seven million times and currently serve over 700,000 end users in 80 languages. Over 7,000 customers have chosen SugarCRM's On-Site and Cloud Computing services over proprietary alternatives. SugarCRM has been recognized for its customer success and product innovation by CRM Magazine, InfoWorld, Customer Interaction Solutions and Intelligent Enterprise.
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Today's Tip of the Day - Crazy But True!

Read today's tip or listen to it on podcast.

Published: Monday, October 19, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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