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NICE Named a Leader in the 2023 Aragon Research Globe for Conversational AI in the Intelligent Contact Center

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NICE Named a Leader in the 2023 Aragon Research Globe for Conversational AI in the Intelligent Contact Center

NICE is identified as a provider using conversational AI technology aimed at improving customer and employee experience

NICE today announced that it has been named a Leader in the 2023 Aragon Research Globe for Conversational AI in the Intelligent Contact Center Report.

Aragon Research analysts evaluated 14 providers that are including conversational AI technology within their intelligent contact center (ICC) offerings, or providing solutions focused exclusively for the ICC. Providers were ranked based on Strategy, Performance and Reach. NICE was identified as a Leader and highlighted for its open, cloud-native CXone platform with AI across its portfolio and its ability to deliver across the entire customer experience arena. NICE was also identified for its unique ability to address the needs of the CXi (customer experience interactions) market.

“It is evident that NICE is committed to driving brands to master CXi,” said Jim Lundy, Founder and CEO of Aragon Research. “NICE’s ability to address customers’ needs across the entire journey from the initial digital entry point to the final issue resolution is helping to deliver notable CX.”

Read More: Improving The Customer Purchase Journey With QR codes

“It is evident that NICE is committed to driving brands to master CXi”

This acknowledgment follows NICE’s recent announcement of the industry’s first conversational CX integration with OpenAI’s generative modeling, the same technology that powers ChatGPT, and CXone. This pioneering integration of CXone Expert and OpenAI’s technology, combined with NICE’s Enlighten AI models, enables customers to resolve issues with automated self-service that looks and sounds refreshingly human. With this integration, organizations can create human-like conversational consumer experiences that provide exceptional CX without engaging agents.

“One of the key tenants to mastering CXi is AI adoption. NICE continues to make market-leading investments in the latest cutting-edge conversational AI technology to distinguish our solutions from our competitors,” said Barry Cooper, President, CX Division, NICE. “We are honored to be identified for this achievement by Aragon Research and we believe this demonstrates our commitment to propelling brands to deliver seamless CX through agent-assisted and unassisted interactions, intelligent virtual assistants, and smart self-service. We are setting the standard for brands to lead in the digital era in the contact center and beyond.”

Aragon Research does not endorse vendors, or their products or services that are referenced in its research publications, and does not advise users to select those vendors that are rated the highest. Aragon Research publications consist of the opinions of Aragon Research and Advisory Services organization and should not be construed as statements of fact. Aragon Research provides its research publications and the information contained in them “AS IS,” without warranty of any kind.

Read More: SalesTechStar Interview with Mike Myer, CEO and Founder of Quiq

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Qlik Announces 2023 Global Transformation Awards

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Qlik Announces 2023 Global Transformation Awards

Recognizes Customers Leveraging Real-Time Data for Action and Certainty

Qlik announced the winners of its annual Global Transformation Awards, recognizing customers who are leveraging real-time data through Qlik for transformation and creating certainty in decision-making. The awards were presented by Qlik’s Chief Transformation Officer Poornima Ramaswamy at QlikWorld, the company’s global customer and partner event. The winners represent a cross-section of organizations from various industries and NGOs that have deployed Qlik to activate their data for outcomes.

“Real-time data is crucial in driving decisions that create certainty and outcomes in an ever-changing market landscape,” said Mike Capone, Qlik CEO. “We’re proud to recognize these leaders’ efforts in putting Qlik at the center of their data strategies that drive value across their organizations.”

Read More: Fabric Teams Up With AWS To Reinvent The Next Generation Of E-Commerce Technology

The 2023 Qlik Global Transformation Award Winners:

  • CaixaBank: CaixaBank is the leading financial group in Spain with an asset volume of more than €590 billion and one of the leading banks in Europe. CaixaBank leverages Qlik Sense® to support 25,000 network and HQ employees with real-time data made available on any device. Powered by Qlik, CaixaBank’s ‘Mis Ventas’ (My Sales) app helps employees analyze sales and objectives and gain valuable insights, which the bank is using to define its commercial strategy and transform how the entire organization makes decisions.
  • Honda: The leading Japanese public multinational manufacturer of automobiles, motorcycles and power equipment, Honda has deployed Qlik analytics to more than 7,000 users to uncover hidden insights – even among unrelated data sources – to support business decision-making. Honda is using Qlik company-wide for value creation, including areas such as carrying out root-cause analysis of sales situations, analyzing the occurrence of quality problems and reducing production costs.
  • Merck & Co., Inc.: Merck, known as MSD outside of the United States and Canada, is a global pharmaceutical company whose mission is to discover, develop and provide innovative products and services that save and improve lives around the world. The company has been using Qlik as its central reporting tool since 2019 and has deployed Qlik across multiple aspects of its business. These include its Global Clinical Trials Operations team, which oversees over 300 late development stage clinical trials, and over 8,000 users across 60 countries leveraging a single Qlik application to maintain medicine quality standards and delivery.
  • Syngenta: Syngenta Group empowers the global food chain to feed the world and care for the planet. Syngenta has put data and analytics supported with Qlik at the heart of its digital transformation, with a 70% increase in analytics usage by over 11,000 employees each year for the last two years. Syngenta recently adopted Qlik Cloud® to expand data usage even further across the organization and help drive its mission of becoming a fully data literate company.
  • C40 Cities Climate Leadership Group: C40 is a network of nearly 100 mayors of the world’s leading cities working to deliver the urgent action needed right now to confront the climate crisis and create a future where everyone, everywhere can thrive. Leveraging both core Qlik analytics and advanced capabilities such as AI and Machine Learning, C40 is gaining real-world insights on issues such as greenhouse gas emissions that it shares with its member cities to drive collaboration and collective action towards climate goals.
  • Direct Relief: Direct Relief is a nonprofit humanitarian organization that works in over 80 countries to equip doctors and nurses with lifesaving medicines and supplies, along with essential funding for stronger health systems. Qlik has been a central component of Direct Relief operations since 2015, helping to inform its teams and network on where to allocate staff, money and resources, turning information into aid. Most recently, Direct Relief leveraged Qlik to analyze anonymized metadata from social media on mobile devices to provide vital support to Ukrainian refugees fleeing the ongoing war.

Read More: SalesTechStar Interview with Mike Myer, CEO and Founder of Quiq

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Retailers and Warehouses ‘Risk Revenue Loss’ From Software Outages

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Retailers and Warehouses ‘Risk Revenue Loss’ From Software Outages

New report exposes the hidden costs of ‘cheap’ shipment software

Retailers and warehouses are at serious risk of revenue loss if they select an unproven delivery management provider

nShift, the global leader in shipment software has released a new report examining the dangers of doing delivery management ‘on the cheap’.  Using unproven providers for mission-critical delivery capabilities increases the risks of significant disruption for organizations handling thousands of deliveries per day.  The report warns that delays or glitches on the technical side can soon snowball into significant operational and reputational challenges, including:

  • Customer churn – once a customer suffers a late delivery, they will be inclined to shop around for a better experience.  Software outages in the warehouse can unwittingly fling a customer into the more reliable arms of a competitor.
  • Reduced revenue – if a parcel intended as a gift arrives late it risks irrelevance.  Shoppers may simply demand their money back.
  • Loss of reputation – today’s socially-savvy shoppers will take their late or missed-delivery complaints to social media.  These have a detrimental impact in putting their friends and family off buying from the brand, retailer or webshop in question.

Lars Pedersen, CEO at nShift said: “After the cost of manufacturing products, shipping represents the greatest expense for most retailers.  So it’s understandable that people are keen to cut costs where they can.  However, when they trust critical parts of their technological infrastructure to unproven providers, they risk disrupting the fulfilment process and compromising the customer experience.

Read More: Fabric Teams Up With AWS To Reinvent The Next Generation Of E-Commerce Technology

“nShift is trusted to provide mission-critical infrastructure to the world’s leading brands.  We are a long-term partner and have been serving customers for over 30 years.  Retailers, webshops and warehouses can trust nShift not to jeopardize crucial services by going down at critical moments.  Collectively, our customers trust our software to facilitate delivery of millions of packages a month.”

The report proceeds to explore how the right delivery management software can do more than guard against disruption.  It can help retailers, webshops and warehouses facilitate:

  • Outstanding customer experiences – with the delivery options they expect at checkout to receive their parcels on their terms.  That could mean choosing between the cost, speed and sustainability of each delivery.  The best software will track the parcel at each stage of delivery and enable retailers to send branded communication to end customers.
  • Fast deployment – aided by simple integrations with retailers’ existing tech stacks, and large carrier libraries.  Building carrier libraries manually can add significantly to the time and cost of deploying delivery management software.  Better to pick a tech provider that has the range of carriers in place to start with
  • End-to-end capability – a single suite covering the entire delivery management process means less risk of errors and greater efficiencies overall because each part is designed to work with the others
  • Returns that drive retention – four out of five customers won’t shop again with brands whose returns processes fail to meet their expectations. Done right, returns policies can reduce costs while also converting up to 30% of refund requests to exchanges

Read More: SalesTechStar Interview with Mike Myer, CEO and Founder of Quiq

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365 Retail Markets Expands Product Offering in UK with Kafoodle Acquisition

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365 Retail Markets Expands Product Offering in UK with Kafoodle Acquisition

365 Retail Markets, the global leader in unattended retail technology, today announced its acquisition of Kafoodle, a UK based food technology company that specializes in menu and kitchen management, nutritional data, and allergy compliance.

Adding Kafoodle’s technology into 365’s portfolio will complement the company’s existing offerings and enhance its ability to provide comprehensive solutions to its clients. The acquisition also expands 365 Retail Markets’ reach in the United Kingdom and European markets, where Kafoodle has established a strong presence.

Kafoodle’s unique software simplifies recipe and menu management, nutritional data tracking, and allergen regulation compliance for food service operators (FSO). The acquisition will empower 365 customers to easily create menus that cater to the needs of specific demographics, such as those with dietary restrictions or allergies.

365 Retail Markets looks forward to working with the Kafoodle team to continue to innovate and improve the foodservice industry.

Read More: SalesTechStar Interview with Krish Mantripragada, Chief Product Officer at Seismic

“Kafoodle’s technology is truly innovative and aligns with our commitment to providing data-led insight to our clients while streamlining their business processes,” said 365 Retail Markets Chief Executive Officer(CEO), Joe Hessling. “We are thrilled to welcome them to the 365 family, and we are excited about the possibilities that this acquisition presents.”

“Everyone in the food service industry has the same responsibility to provide key information about the food they serve, and Kafoodle’s mission has always been to streamline how businesses accurately provide data to consumers,” said Kafoodle Founder and CEO, Tarryn Gorre. “We are excited to join 365 Retail Markets’ team, to offer global support to food service businesses and tackle the challenges surrounding what’s in the food we consume and how it is sourced.”

Read More: Staying Ahead of the Fall: How Sales Teams Can Be Proactive When the Economy Tightens

The Kafoodle team will continue to operate out of their UK headquarters and will work closely with 365 Retail Markets’ global team to ensure a seamless integration. Customers of both companies can expect to see new and enhanced solutions in the near future.

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

Halfords Delivers Consistent and Convenient Shopping Experiences with Juniper Networks’ AI-driven Wired and Wireless Access Solutions

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Halfords Delivers Consistent and Convenient Shopping Experiences with Juniper Networks’ AI-driven Wired and Wireless Access Solutions

Mist AI helps Halfords to save operational costs while transforming its business with new omnichannel digital initiatives

Juniper Networks, a leader in secure, AI-driven networks, announced that Halfords, the UK’s leading provider of motoring and cycling products and services selected Juniper’s AI-driven wired and wireless access solutions in its stores, garages and offices to serve as a flexible foundation for its business growth and operational efficiency. The 125-year-old company has invested heavily to accelerate its digital transformation, leveraging the benefits of Mist AI and the cloud to create better commercial services and a unified, omnichannel retail experience for its customers. Halfords has reduced network-related trouble tickets by 100 percent and has seen a 35 percent improvement in uptime in the garages and stores where the deployment has been completed.

The Juniper® AI-driven network provides an agile digital foundation for Halfords’ continued success and drives a more consistent and convenient customer experience across locations and channels. It can tailor communications to Halfords Motoring Club members when they come to the store. The new network provides employees details about products such as child seats, cycle racks and roof racks, so they can have informed conversations with customers and sell with greater confidence.

Read More: Ironclad Named A Leader In The IDC MarketScape On Buy-Side Contract Life-Cycle Management

Halfords pivoted during the pandemic, with strong growth in online sales and the addition of contactless tactics such as click-and-collect in its parking lots. Its innovative mobile field service software was key to delivering 70,000 services safely and efficiently per week for more than four years at its auto centers and customers’ homes. Many pandemic-motivated shopping behaviors are now permanent, requiring an IT infrastructure that is flexible and scalable enough to support changing customer demands.

As shoppers return to stores to test drive an electric bike, get an oil change or replace worn tires, for example, reliable wired and wireless connectivity is essential for both workers and shoppers alike. Halfords had an aging in-store network that was increasingly a roadblock to sales and service due to inconsistent performance and difficult troubleshooting, which resulted in poor user and operator experiences. To address this, the retailer is now deploying a Juniper wired and wireless network across its retail stores, auto centers and offices. Mist AI works in conjunction with Juniper Access Points to deliver scalable and reliable Wi-Fi 6 and virtual Bluetooth® LE services to Halfords’ staff and customer smartphones, point-of-sale devices, in-store video displays and other connected devices. Juniper EX Series switches provide high-performance, secure access to wired devices with AI-driven automation and insights for easy provisioning, troubleshooting and operations. Marvis™, the industry’s only virtual network assistant driven by Mist AI, provides proactive actions for easy fault identification and self-driving network operations for fast and proactive correction. Juniper is a Leader in the 2022 Gartner® Magic Quadrant™ for Enterprise Wired and Wireless LAN Infrastructure for the 3rd year in a row, positioned highest on the ability to execute axis and furthest to the right on the completeness of vision axis.

Halfords plan to transform its network further with the modernization of its WAN, which connects its 1400+ stores, auto centers and mobile service vans. To achieve this, they are also planning to deploy Juniper’s AI-driven SD-WAN solution, which leverages the same cloud and Mist AI engine as their new wired and wireless network. By deploying a full-stack Juniper solution, Halfords can achieve superlative insight into end-to-end user experiences and the superior automation from client-to-cloud.

Read More: SalesTechStar Interview with Krish Mantripragada, Chief Product Officer at Seismic

Halfords worked with ConnectedID, a Juniper partner, to create the optimal network architecture, working on the design, validation and testing to ensure that the Juniper solutions met Halfords’ strategic goals.

Supporting Quotes:

“The network is a utility. It is a big part of our digital transformation journey, and we needed a very intelligent, secure network with next-generation capabilities. Juniper is a disruptor in the industry. The network user experience that it offers far exceeds anything else in the market. The ease of operations and self-healing capabilities of Juniper’s technology, along with the user experience metrics it delivers for Halfords, are outstanding.”

– Neil Holden, Chief Information Officer, Halfords

“Smart retailers like Halfords are leveraging AI technologies to ensure customers’ shopping experiences are positive at every touchpoint. Halfords has invested in Juniper’s AI solutions to build a more detailed picture of its customers to keep up with changing consumer behavior. Mist AI helps Halfords optimize user experiences and simplify IT operations with automated network assurance and the proactive problem detection and resolution. Users and devices have predictable connectivity and the number of network-related trouble tickets have dropped by 100 percent.”

– Gos Hein van de Wouw, Vice President, Enterprise, EMEA, Juniper Networks

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

Oracle Introduces New AI and Automation Capabilities to Help Customers Optimize Supply Chain Management

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Oracle Introduces New AI and Automation Capabilities to Help Customers Optimize Supply Chain Management

New Oracle Fusion Cloud Application Suite capabilities enhance supply chain planning, increase efficiency, and improve financial accuracy

Oracle CloudWorld Tour To help organizations achieve more with less, Oracle is introducing new capabilities across Oracle Fusion Cloud Applications Suite that help customers accelerate supply chain planning, increase operational efficiency, and improve financial accuracy. The updates include new planning, usage based pricing, and rebate management capabilities within Oracle Fusion Cloud Supply Chain & Manufacturing (SCM) and enhanced quote-to-cash processes in Oracle Fusion Applications.

Many organizations struggle with disconnected systems that require complex and costly integrations, which slow down business processes and impact financial accuracy and profitability. To address these challenges and improve the speed and accuracy of insights, organizations need an integrated platform that enables AI and automation to be embedded in supply chain processes.

Read More: Fabric Teams Up With AWS To Reinvent The Next Generation Of E-Commerce Technology

“The last few years have highlighted the value of supply chain insights, efficiency, and accuracy, and the consequences of moving too slow when a disruption occurs,” says Jon Chorley, senior vice president of supply chain applications and chief sustainability officer, Oracle. “With Oracle’s complete suite of integrated applications, organizations can manage supply chain data on the same platform as finance, HR, and customer experience to accelerate processes like quote-to-cash and remove barriers that have traditionally existed between different business functions. This holistic approach creates an environment where AI and automation can flourish to help businesses drive efficiencies and achieve more with less.”

New supply chain updates to Oracle Fusion Applications Suite include:

  • New AI-powered lead time estimates in Oracle Supply Chain Planning: Help customers improve the accuracy of lead time assumptions by using machine learning to highlight variances based on actual performance. Embedded in Oracle Supply Chain Planning’s Planning Advisor, the new feature can improve planning efficiency and results by identifying lead time trends, anomalies, and their potential impact with prioritized actions and resolution suggestions.
  • Enhanced quote-to-cash process in Oracle Fusion Applications: Helps customers centralize subscription orchestration and usage ratings, comply with accounting requirements, improve order management, reduce costs and time to market, and provide a seamless customer experience. The integrated solution connecting Subscription Management (CX), Configure Price and Quote (CX), Order Management (SCM) and Financials (ERP), enables customers to quote, capture, and fulfill orders (of mixed physical goods, subscriptions and services) more efficiently and recognize revenue accordingly.
  • New rebate management capabilities in Oracle Channel Revenue Management: Help customers streamline rebate programs, improve audit claim accuracy, and gain better visibility into program performance. Part of Oracle Channel Revenue Management, the new capabilities automate the rebate management process from rebate calculation through to financial settlement to help improve payment accuracy, reduce administration costs, and enable customer claims to be quickly settled.

Part of Oracle Fusion Applications Suite, Oracle Cloud SCM helps organizations seamlessly connect supply chain processes and quickly respond to changing demand, supply, and market conditions. With applications for finance, supply chain, HR, and customer experience, Oracle provides the most complete suite of enterprise applications on a single integrated cloud platform. Oracle’s self-updating platform gives customers access to continuous innovation, as new features are added every 90 days, without downtime or business disruption.

Read More: Staying Ahead of the Fall: How Sales Teams Can Be Proactive When the Economy Tightens

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Ntt Data Business Solutions Receives Four Sap Pinnacle Awards 2023 and Is a Finalist in Three Categories

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Ntt Data Business Solutions Receives Four Sap Pinnacle Awards 2023 and Is a Finalist in Three Categories

NTT DATA Business Solutions announced that it received SAP Pinnacle Awards 2023, which recognize its outstanding contributions as an SAP partner, in four categories “Sales Success – Midmarket”, “Sales Success – Cross Segment”, “Customer Success Management”, and “Partner-Led Demand Management”. The leading global consulting company specializing in SAP technologies for small to midsize enterprises (SMEs) was also named a finalist in the categories “Delivery Quality” and “Cloud Business Transformation with SAP S/4HANA Cloud, Public Edition”. Additionally, the NTT DATA Group was recognized as a finalist in the “Social Impact” category. SAP presents these awards annually to the top partners that have excelled in developing and growing their partnership with SAP and helping customers run better. Winners and finalists in 22 categories were chosen based on recommendations from SAP, customer feedback, and performance indicators.

Read More: SalesTechStar Interview with Krish Mantripragada, Chief Product Officer at Seismic

“SAP’s ecosystem plays a key role in our vision to enable every organization and every industry to become a network of intelligent, sustainable enterprises. The SAP Pinnacle Awards recognize and celebrate the winning partners’ outstanding commitment to customer value creation, exponential growth, and simplification,” said Christian Klein, CEO and Member of the Executive Board of SAP SE.

“The SAP Pinnacle Award is the most prestigious award for SAP partners. Out of more than 500 SAP partners worldwide, we are among the top 3 winners this year. With four Pinnacle Award wins and three finalist placements, we have once again proven that we are among the best in the world,” said Norbert Rotter, CEO of NTT DATA Business Solutions and SVP NTT DATA. “At the same time, the awards are an endorsement of our strong performance in the fiscal year 2022. We convinced customers with our in-depth SAP consulting expertise and significantly strengthened our position as a leading SAP midmarket partner worldwide. The Pinnacle Awards are both recognition and motivation for us.”

SAP Pinnacle Awards shine a spotlight on distinguished partners to acknowledge their dedication to teamwork, exceptional innovation, and capacity to help customers achieve their goals. This year, an elite group of 13 partners worldwide were honored. NTT DATA Business Solutions is a Pinnacle Award winner for the ninth time in a row.

Read More: Ironclad Named A Leader In The IDC MarketScape On Buy-Side Contract Life-Cycle Management

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SymphonyAI Summit Rated 4.5 of 5 Stars in Gartner Peer Insights Voice of Customer, Higher than Other IT Service Management Platform Vendors, Including ServiceNow, BMC, Ivanti, and Atlassian

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SymphonyAI Summit Rated 4.5 of 5 Stars in Gartner Peer Insights Voice of Customer, Higher than Other IT Service Management Platform Vendors, Including ServiceNow, BMC, Ivanti, and Atlassian

Enterprise AI SaaS for the future of business | SymphonyAI

2023 is the fifth consecutive time SymphonyAI Summit has been recognized as a Customers’ Choice

SymphonyAI Summit, a SymphonyAI division, announced that it has been named a Customers’ Choice in the 2023 Gartner® Peer Insights™ Voice of the Customer for IT Service Management Platforms.

SymphonyAI Summit has been named a Customers’ Choice for five years. In 2023, 60% of the total customer reviewers gave SymphonyAI Summit 5 out of 5 stars. The vendors recognized as a Customers’ Choice meet or exceed both the market average Overall Experience and the market average User Interest and Adoption. Access a copy of the full report here.

Read More: Project44 Strengthens Executive Team With Addition Of Renee Mauldin As Chief People Officer

SymphonyAI Summit’s AI-enabled enterprise workflow software unifies service management, asset management, an AI-powered virtual agent, and operations management into a single, easy-to-use, enterprise-grade platform for service requests across an organization. Through AI-driven intelligence and workflow automation, SymphonyAI Summit’s tools are designed to understand the context of an issue and automatically resolve incidents or service requests.

“Delivering value to our enterprise customers is our number one priority, and we believe being recognized as a Gartner Customers’ Choice for the fifth time in a row underscores that commitment,” said Satyen Vyas, CEO of SymphonyAI Summit. “The market is hungry for an excellent enterprise-grade, easy-to-use, cost-effective service management and enterprise workflow automation offering. We believe SymphonyAI Summit is meeting that need with our AI-enabled platform that helps organizations simplify work, drive productivity, and please users. Ultimately, the customers’ experience of our product and service excellence is what truly matters.”

Read More: SalesTechStar Interview with Krish Mantripragada, Chief Product Officer at Seismic

Gartner Peer Insights is a free peer review and ratings platform and ratings platform designed for enterprise software and services decision makers. Reviews are organized by products in markets that are defined by Gartner Research in Magic Quadrant and Market Guide documents. The “Voice of the Customer” is a document that synthesizes Gartner Peer Insights’ reviews into insights for IT decision makers. This aggregated peer perspective, along with the individual detailed reviews, is complementary to Gartner expert research and can play a key role in your buying process, as it focuses on direct peer experiences of implementing and operating a solution. In this document, only vendors with 20 or more eligible published reviews (and 15 or more ratings for “Capabilities” and “Support/Delivery”) during the specified 18-month submission period are included. Reviews from vendor partners or end users of companies with less than $50M in revenue are excluded from this methodology.

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

Generative AI and a Quick Dive into its Impact on Sales-Marketing CRMs

Paroma Sen
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Generative AI and a Quick Dive into its Impact on Sales-Marketing CRMs

Generative AI is already reshaping many of the typical marketing and sales executionery functions in a typical business set-up. In future, salestech and martech systems that are fueled by generative AI will lead to improved internal processes in many ways.

Specifically, for sales teams, how can generative AI, or generative AI backed CRMs influence the typical sales cycle and process? Let’s take a brief dive into the matter:

Understanding the Trend

Generative AI became a hot topic of conversation since the introduction of ChatGPT around November 2022. ChatGPT’s generative AI technology uses a combination of machine learning and algorithms to create content in various forms: text, audio, images.

When applying the same logic to various salestech or martech systems, like a CRM, the power of the technology can help sales teams boost productivity by helping to enrich customer data, answer queries, build the right text for future prospecting emails and other messages for different channels.

AI, when used in the right way to streamline internal or repetitive processes can save sales and marketing a ton of time and resources, allowing them to scale mush faster, with fewer resources.

A generative AI backed CRM works by scanning the internet to pick relevant data in seconds, thereby helping to craft sales or marketing responses instantly based on current and past conversations with prospects.

To make it simple: generative AI backed tools can help build a document in seconds or even summarize sales conversations to fuel better insights to sales and other customer facing teams, thereby allowing them to improve their approach each time.

Read More: SalesTechStar Interview with Jean-Marc Chanoine, Global VP of Sales & Account Management at Templafy

Top Benefits

Improves Sales as well as After-sales Services

A generative AI backed tool or CRM can help customer facing teams, including customer support and customer success reps boost response times to real-time queries (with the most relevant response), it can help analyzed various customer and prospect actions and feedback and can enable quicker responses to commonly asked questions. The end user in most cases won’t know whether they are chatting with a bot or human.

Predicts Sales Trends for a Brand

Both, sales and marketing teams spend a lot of time and efforts to run different kinds of digital campaigns to enhance their brand’s lead pipeline and lead generation goal. A generative AI backed CRM can assist in this process, it can allow sales an marketing teams to respond to more email and live queries or questions while also using insights into prospect behavior to predict outcomes.

Sales reps especially may spend a lot of time on funding out more details about an account they are targeting, a generative AI backed CRM would be able to provide recently updated information on the company (because it works by scouring the internet for data), it can help the team member target the account with the right conversation and help craft a complete email to keep the conversation going.

Can Allow Deeper Marketing and Sales Alignment and Personalization

A generative AI backed CRM can help a sales or marketing run a full fledged campaign: for instance, if a brand has recently opened a new store, the feature will allow the team to build personalized ads for specific audiences, as well as build targeted approaches to boost audience interest via other mediums like social media.

Besides using the vast amounts of data already available online to build these frameworks, generative AI backed tools will help guide these teams in real-time. This can eventually build better alignment between sales and marketing because it will allow both teams to pursue different parts of the customer lifecycle with the right messaging while allowing both parties the most relevant insights into what can be done better through use of analytics and research driven prompts.

Read More: Top 3 Reasons why RevOps is LinkedIn’s Top Job for 2023

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