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Genesys Unveils Industry’s First Self-Service, Fully Automated Free Trials for AppFoundry Premium Applications

Buyer Insights

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September 11, 2019

Genesys Unveils Industry’s First Self-Service, Fully Automated Free Trials for AppFoundry Premium Applications

Single-Click App Installations Enable Businesses to Accelerate Time-To-Value of Their Genesys Customer Experience Software

Genesys, the global leader in omnichannel customer experience and contact center solutions, is making it even easier for businesses to extend the power of PureCloud with the launch of single-click free trials for Premium Applications. Now available on the Genesys AppFoundry, this is the industry’s first fully self-service, automated free trial program available on a dedicated customer experience marketplace.

“Our free trial program is a truly modern approach for companies to buy software. We’re offering a hassle-free way to try trusted apps, integrations and services that seamlessly tie into our leading SaaS solution, PureCloud. In a matter of minutes – not days or weeks – customers can test drive solutions to help them address real business challenges and deliver value,” said Jeff Wise, vice president, Application and Developer Marketing, Genesys. “This is just the latest example of how we’re removing barriers to help businesses build deeper, more meaningful relationships with their customers and enrich their employees’ experiences.”

Quickly and without risk, Genesys PureCloud customers can sample a variety of select integrations, applications and services that work in lockstep with their cloud contact center software. Currently, there are 11 free trial applications from AppFoundry partners including: Avtex, CustomerView, nGuvu, PureInsights, Softphone, Survey Dynamix, CoBrowse, SmartVideo, Outleads, and more. These span a variety of capabilities including business intelligence, workforce management, CRM and more.

With fully automated installation and setup, Premium Applications are built to accelerate speed-to-use and deliver optimal time-to-value.

Softphone, a leading Contact Center Solutions Developer & System Integrator, currently offers free trials of 4 Premium Applications on AppFoundry.

Alan Lugiai, Softphone chief executive officer said, “We expect free trial offers to generate an incredible response from Genesys customers. This is a tremendous opportunity to help even more businesses amplify the value of their Genesys Cloud Customer Experience solutions by giving them friction-free access to and integration of our products.”

Businesses have thirty days to evaluate the offering and can choose to license or cancel at any time without friction. In addition, Premium Applications are fully integrated with PureCloud‘s subscription and billing system, further streamlining and simplifying the entire process for customers.

Genesys AppFoundry by the numbers

Currently, with 30 Premium Applications and 100% growth over the last year, Genesys plans to continue working with AppFoundry partners to expand the free trial program. The tremendous success of Premium Applications is helping to fuel innovation across the entire AppFoundry, which is now home to more than 280 applications, integrations and services for the Genesys product suite. This is a 40% increase in just over a year.

Today, AppFoundry is the largest, most user-centric, singularly focused marketplace of its kind, with the closest contact center competitor offering less than half as many integrations on its partner platform.

“Genesys has correctly identified that in the age of the digitally transformed business, the strength of any one application is related to the strength of its ecosystem. Organizations have complex environments that require the integration of applications and processes, particularly those that handle customers,” said Mary Wardley, vice president, Customer Care and CRM, IDC. “The AppFoundry ecosystem with one-click free trials makes it even easier for businesses to address contact center white spaces. It’s clear Genesys understands that for many of its customers – especially small and mid-sized businesses – speed is of the essence.”

Leading CRM and Email Marketing SaaS Providers, Hatchbuck, Benchmark, Merge

STS News Desk

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September 11, 2019

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Leading CRM and Email Marketing SaaS Providers, Hatchbuck, Benchmark, Merge

The Combined Company, Benchmark, Will Enable Businesses to Flourish with Powerfully Simple Sales and Marketing Tools

Benchmark Email and Hatchbuck, leading SaaS (software as a service) providers of sales and marketing solutions, announced they have merged, creating a global customer relationship management (CRM) and email marketing automation technology leader.

The combined entity will operate under the Benchmark name and has US offices in St. Louis and Los Angeles with international presence in 15 countries. Jonathan Herrick, previously CEO and Co-Founder of Hatchbuck will assume the role of CEO. Curt Keller, previously CEO of Benchmark, will assume the role of Chief Innovation Officer and Chairman of the Board.

Read More: Introducing Xandr Monetize

The newly merged company brings together 130 employees serving over 150,000 users in 15 countries and 9 languages worldwide.

With businesses rapidly adopting digital sales and marketing technology, the combination of Hatchbuck CRM and Benchmark email solutions will enable the newly formed company to better serve its customers and gain market share in an ever growing CRM and marketing technology market. By 2025 the CRM market is projected to reach nearly $82 billion and the email marketing market is expected to reach $22 billion (Grand View Research).

“Email marketing has always been a cost-effective way to connect with customers,” said Keller. “As SMBs invest more heavily in digital channels, they need a centralized place to track the relationships they’ve worked hard to build. We’re extremely excited about partnering with Hatchbuck to make CRM central to our robust email marketing platform.”

“Combining the two entities is a win for businesses on a global scale,” Herrick said. “Benchmark’s vision is to take our email marketing platform to the next level by incorporating CRM tools and making both facets accessible to small and midsize businesses. Hatchbuck’s expertise in the CRM space is going to be key to enriching Benchmark’s product offering.”

“CRM software is the largest of all software markets and growing 12% year over year,” added Cliff Holekamp, Co-Founder and General Partner at Cultivation Capital. “The future is bright for Benchmark, and we are thrilled to support their success.”

The new leadership team includes veteran SaaS leaders from both Hatchbuck and Benchmark that bring over 350 years of combined experience.

Hatchbuck and Benchmark will continue to operate as two separate brands and platforms and merge the combined best-in-class functionality into one innovative platform by 2021.

Portland-based Alkali Partners, a boutique technology-focused investment bank, served as an advisor during the merger process. The terms of the deal were not released.

Role of CRM in Retail Environment

STS Staff Writer

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September 11, 2019

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The Dynamic Retail Scenario

“It’s your 26th birthday; here’s an additional 26% discount on all of our pizzas to treat your friends!”

“Make your anniversary special by gifting a diamond ring to your better half – everything at 20% off just for today.”

You must have received similar text messages from various retailers on numerous occasions. I personally feel elated every time I receive one of those.

The retail sector is no more limited to just brick and mortar shops today. E-commerce and m-shopping are on the rise and companies are leveraging the digital space to make the best out of it. Buyers nowadays make use of AI-assisted product recommendations to shop online, while store-owners are vying for footfall traffic in the changing retail landscape. Nevertheless, the average gross margin in retail is 53.33% and the retail Sales market is expected to cross $20 trillion by 2020. Those retailers not making use of the latest technology and methods to entice customers may fall behind.

While the need for providing great customer experience has always been a priority for retailers, the e-commerce marketplace has made the competition even fiercer. Thankfully, retailers have the option to leverage the benefits of a CRM (Customer Relationship Management) system to analyze customer interactions and data throughout the customer lifecycle. This helps improve customer service and helps in retaining customers, thus boosting overall sales.

Retailers collect various types of personal and behavioral information from visitors/customers. The data can be then used to customize their future experiences and benefits. Recall the text messages we talked about a while earlier.

What Do CRM Systems Do?

CRM systems compile customer data from various channels and points of contact. Whether a customer came in contact through the company website, social media, live chat, call, or walked in straight to the store, the information can be collected and stored in a CRM system. Now, the number of times a customer makes a purchase, whether s/he is a frequent buyer or occasional one, can be determined easily by looking at their shopping history.

CRM software provides a 360° view of the customers. This opens various avenues that retailers can enhance by employing a standard CRM system in their day to day operations. Customers can be contacted via various channels – text messages, e-mails, social media, targeted ads, etc. Salesforce CRM, for instance, offers a great approach to send and monitor e-mails sent to customers, among various other things.

Let us take a look at how a CRM system can boost the retail ecosystem.

Five Benefits of CRM in Retail

1. Facilitates Better Customer Support

A single negative experience or feedback from a customer has the potential to ruin a brand’s reputation. 82% of customers bail on brands after bad customer experience. Providing amazing customer support has to be on the minds of retailers all the time. It helps with instant Sales and gets those customers to come back for repeat purchases. Furthermore, customers are willing to pay up to a 16% price premium if they have had a great experience. A CRM not only helps build and maintain relationships with your customers but also helps engage with them from time to time.

So, if customers want same-day delivery on some products and you aren’t the one fulfilling this demand, someone else probably will. Why do you think the percentage of retailers offering same-day delivery increased from 16% in 2017 to 51% in 2018? Also, if you aren’t keeping track of certain items that are being reported defective by multiple customers, you may not know what to do to improve the product, and the customers will sail somewhere else.

CRM helps keep track of these issues and provides insights for you to improve upon the needed aspects, so that customer satisfaction remains on top.

2. Aligns Sales and Marketing Processes/Efforts

While CRM provides marketers with the necessary tools to nurture and execute campaigns with ease, it also allows Sales-folks to have a clear view of Sales goals and objectives. Marketers and Salespeople can work in sync towards defined goals while making use of analytics data provided by the CRM. A company can collaboratively manage Marketing campaigns and leads to enhance Sales efforts. HubSpot CRM offers insightful analytics for Sales and marketing teams to analyze and work together.

The sales team can have better clarity of the Sales pipeline, while it becomes easier for the Marketing guys to forecast trends more accurately. When workflows, digital assets, and approvals are managed from one central platform, collaboration ought to get easy.

Furthermore, CRM vendors offer mobile apps for Sales and Marketing teams to stay online on the go! Zoho CRM has some amazing features built-in for the retail environment.

3. Helps with Customer Segmentation

Retailers can gather and store a lot of important customer data with the help of a Customer Relationship Management system. Whether your store-visitors comprise mainly of teenagers or senior citizens, if there are more ladies visiting the store or website, are customers accompanied by kids on most occasions, where do the customers reside, and similar other aspects can be easily identified.

The retailers can then use the data to customize the environment of the outlets or provide bespoke offers to a certain group of customers. If a store sees mostly senior customers, it can make provisions for wheelchairs and ramps in the store. If customers bring along kids to the stores, the environment can be made kid-friendly. The whole idea is to use the data obtained to suit the needs and preferences of the customers.

Read More:: What is Lead Nurturing?

4. Useful in Providing Personalized Offers and Promotions

Not only does CRM software help in segmenting and targeting a group of customers, but it can also help with providing custom-made offers to individual shoppers. This is one of the primary reasons for retailers to collect your birthday, wedding anniversary, and other personal details in addition to your contact information.

Now, the data is fed into the CRM database and it automatically sends personalized wishes, messages, and offers as and when necessary. This helps the brands to establish a personal connect with the customers, not to forget, enhancing Sales at a fraction of Marketing costs.

As a matter of fact, getting personalized discounts based on their purchase history is important for 76% of consumers, as per LoyaltyOne.

5. Bumps up Sales, Improves retentions and Increases loyalty

Gone are the days when Sales/purchase records were maintained on paper or Excel-sheets. Retailers across the globe now employ CRM software to log transactions related to Sales, Purchases, and Service records.

A lot of retailers nowadays offer membership cards to their customers. Over 70% of millennials and Gen Z belong to one or more loyalty programs. These cards benefit both the parties as customers get points for shopping which they can redeem to shop more, either in-store or online, while the retailers get repeat customers. This is in line with Gartner’s prediction that 80% of a company’s future revenue will come from just 20% of its existing customers.

Now that customers get attractive offers regularly and huge discounts, courtesy of repeated shopping, they turn into brand ambassadors for the company. Words of mouth still prove to be great for brand-building and promotions. Loyal customers get more and more customers to buy, thus improving the sales figures. Deloitte considers loyalty as one of the main pillars of success for retailers in the years to come and advises them to focus more on creating emotional connections in addition to just offering reward points.

All Things Considered…

CRM helps the retail marketers provide better customer support, turning them into advocates of the company owing to the superior customer experience received. Teams can use AI-based lead scoring, built-in phone, e-mail, activity capture and more features provided by CRM systems to push Sales.

FreshSales CRM is one of the top CRM providers that make use of AI to score leads. The stream of data helps companies analyze buyer behaviors and forecast trends, thus assisting in making intelligent business decisions. Nurturing long-lasting and meaningful relationships with customers pays off in the long run and CRM sure makes this easy for the retailers.

Read More: What is Lead Scoring?

Advid Receives First OEM Partnership, 100% Co-Op Eligible in Audi’s New Tier III Marketing Covenant Guidelines.

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STS News Desk

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September 11, 2019

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Advid Receives First OEM Partnership, 100% Co-Op Eligible in Audi’s New Tier III Marketing Covenant Guidelines.

Advid’s Automated Video Platform Is Now Co-Op Eligible for All Audi Retailers in North America.

Advid is pleased to announce its new relationship with Audi North America as a Co-Op eligible pre-roll provider for Tier III automotive. Effective September 4^th, 2019, Advid’s automated, dynamic video technology will be available to all Audi dealers in North America at a preferred rate through Audi’s new Tier III Marketing Covenant Guidelines. Advid can be selected as a pre-roll provider independently of which digital advertising partner the dealer elects to utilize.

Advid is an intelligent video advertising platform that simplifies the process of creating and maintaining video ads at scale, making video advertising more efficient for advertisers. Its unique technology creates relevant video ads, then uploads, buys, and maintains the videos on YouTube automatically.

Advid uses advanced video technology to create over 35,000 videos a month – making it the most cost-effective and scalable video advertising solution on the market. Advid also incorporates artificial intelligence (AI) to manage and optimize each video campaign on YouTube for maximum market performance and engagement. For auto retailers, Advid can create customizable video ads for every product in a dealer’s inventory, complete with dynamic offers and creative, that are shown to consumers based on their unique shopping behavior. The videos are updated nightly to YouTube to adjust to frequent changes in inventory, incentives, and pricing. Advid’s inclusion in the new marketing covenant guidelines will allow all Audi dealers to harness the power of video advertising with custom branded videos for their entire inventory.

“By utilizing Advid’s technology in a recent pilot in the Chicago market, we saw a significant lift in conversions, search intent, and a 53 percent increase in phone calls. The pilot results were so impactful that we wanted to make Advid available to all our dealers,” says Jeramie Westbay, Manager of Retail Digital Experience at Audi.

Advid has a proven track record of high performance, generally doubling results for half the cost. According to reports from Google, the auto industry average cost-per-view (CPV) is $0.10 with a 20 percent view rate. Advid more than doubles these results — averaging anywhere between a 35-to-45 percent view rate, with an average CPV of $0.03 In addition, Advid videos generate about 125,000 impressions, more than 110 hours of free branding, and thousands of free impressions – all at no additional cost to the dealer. *

“Advid was a significant technology investment that took our organization years to develop. We are honored to have worked so closely with Google and Audi to make this platform available at the regional and dealer levels. Video advertising is the fastest growing digital advertising medium and now, Audi dealers can activate their dealerships and receive 100% Co-Op, regardless of which digital advertising partner they select for other mediums. This gives Audi dealers more flexibility and choices to better advertise their inventory on YouTube. We look forward to serving Audi and its dealers in North America,” says David Boice, CEO of Advid.

Advid’s inclusion in the revised marketing covenant guidelines is coupled with Audi’s update to the Audi Partner Program – the addition of an all new digital advertising segment comprised of six certified digital advertising partners. Advid’s Co-Op eligibility through the marketing covenant will allow Audi dealers to enroll with Advid separate from the Audi Partner Program and still receive full Co-Op reimbursement.

OAREX Raises $50M To Fund Digital Media

STS News Desk

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September 11, 2019

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OAREX has closed a line of credit for $50M from a group of lenders led by Arena Investors, LP, a New York based global investment firm. The funds will be used to provide funding to high growth digital media firms, allowing them quick access to the cash needed to grow without having to raise VC funds.

Cash Flow Gaps Kill Digital Media Growth

Many digital media firms must wait 30-90 days to receive their revenue, but have to pay expenses up front. This creates a big cash flow gap making it hard to scale. These firms must often use their cash on hand or credit cards to fill the gap because they cannot access capital.

Quick Access To Capital Is Hard To Come By

Many digital media firms also cannot access capital quickly enough. Banks often deny them for credit and, even if approved, banks don’t move fast enough to meet their needs. Additionally, VC money in the space has dried up in the last few years, leaving few sources of capital to the industry.

OAREX Offers Risk-Free Growth Capital On Demand

OAREX offers digital media firms capital on demand. How? OAREX buys their invoices for cash up front. Clients can sell invoices weekly, monthly or on demand, in order to meet capital needs. With weekly funding, firms get their most recent 7-days earnings paid out right away. This allows them to spend the same dollar 8x more often than if they used their own cash. For example, the average time to collect on an invoice is 60 days. Without OAREX, firms can only spend the same dollar once every 60 days. With OAREX, firms can spend the same dollar 8x in a 60-day period. This allows firms to grow bigger, much faster. Once a firm sells an invoice, OAREX takes the credit and financial risk that the invoice doesn’t get paid.

OAREX Also Offers Free Credit Data

As a creditor collecting payments, OAREX has receipt data on 150+ digital advertising exchanges and intermediaries. Every three months, OAREX releases a study, which has payment information on each of these firms and the industry as a whole. The report has become the industry benchmark for pay performance.

Get a Term Sheet from OAREX in 10 Minutes or Less

OAREX now offers term sheets to prospective clients in 10 minutes or less. Firms can apply online at go.oarex.com, upload their customer info, and receive a term sheet online. Upon accepting the terms, firms can link their dashboards, upload invoices, and sign contracts for funding. The typical turnaround time is 3 business days for first funding, and on demand for future fundings.

UE.co Launches New Marketing Platform for Advertisers and Publishers

STS News Desk

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September 11, 2019

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UE.co Launches New Marketing Platform for Advertisers and Publishers

Digital Marketing Leader, Ue.Co, Announces the Launch of Comanche, an Advertising Management Platform for Large-Scale Advertisers and Publishers.

UE.co, a leader in digital marketing products and services for large-scale advertisers, announced the launch of its newest software platform- Comanche. Comanche is built to create a transparent bidding process, manage supply and demand and the relationship between publisher and advertiser.

Enterprise advertisers leverage the new Comanche Platform to manage the placement, scheduling and investment of their digital campaigns. Publishers using Comanche have greater control of their inventory management and demand access across all sources and will see a greater return for the value of their traffic generated. UE.co built the platform around transparency for all users and is convinced that this dynamic tool-set will continue to optimize campaign quality for advertisers while increasing return for traffic providers.

“The Comanche Platform empowers both publishers and advertisers to maximize their marketing processes,” said Jason Kulpa, CEO of UE.co. “The results are higher lifetime values of a qualified consumer moving through the sales funnel and competitive publisher payouts.”

Media Industry Veteran, Cordie DePascale, Joins PremiumMedia360 as Chief Strategy Officer

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STS News Desk

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September 11, 2019

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Media Industry Veteran, Cordie DePascale, Joins PremiumMedia360 as Chief Strategy Officer

PremiumMedia360, the global leader in advertising automation solutions, is pleased to announce Cordie DePascale, a highly accomplished AdTech industry executive, is joining the company as Chief Strategy Officer.

Throughout his career, DePascale has served in leadership positions in direct response, broadcast, and digital advertising technologies. He comes to Premiummedia360 from Mediaocean, where he was Senior Vice President, responsible for the Connect & Lumina Planning applications. In that position, he architected the company’s ‘Connect’ integration platform to automate agency, seller, syndicated research and third-party ad tech workflows. Earlier in 2019, DePascale assumed product management responsibility for ‘Lumina’, Mediaocean’s global media planning software. Prior to Mediaocean, DePascale worked at COREMedia.

“I am thrilled to join PremiumMedia360 as we lead media and advertising through transformations that are reshaping our industry and how work is done,” said DePascale. “PremiumMedia360 is poised to automate and elevate advertising as broadcast and digital workflows blend, new infrastructures take hold, and standards emerge that will become the future of advertising.”

“I don’t think there is anyone more qualified to help lead the TV industry to a next generation smart data automated future. We are excited to have Cordie join our team,” said John Bowser, CEO at PremiumMedia360. “Cordie’s understanding of industry workflows and relationships with select 3^rd-party companies will help us design and develop great new buy and sell side data and analytic tools”.

DiscoverOrg and ZoomInfo Merge Brands to Launch Innovative B2B Data Platform To Power Go-To-Market Success

Sales Engagement

STS News Desk

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September 11, 2019

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DiscoverOrg and ZoomInfo Merge Brands to Launch Innovative B2B Data Platform To Power Go-To-Market Success

New Zoominfo Powered by Discoverorg Platform Combines a Robust Suite of Software Tools with Advanced Machine Learning and Human Research to Enable Sales and Marketing Teams to Hit Their Growth Numbers

DiscoverOrg announced that it is launching a new flagship Go-To-Market (GTM) platform and changing its name to ZoomInfo. The new platform will be known as ZoomInfo powered by DiscoverOrg and combines the strengths and benefits of the DiscoverOrg platform with those of the ZoomInfo platform, which it acquired in February 2019. Designed to be the single source of B2B data truth for sales and marketing professionals, the new platform offers a suite of software tools coupled with unrivaled data coverage, accuracy and depth. As a result, customers gain a highly actionable 360-degree view of contacts, companies, and opportunities to target and convert. Deeply integrated into both workflows and technology stacks, ZoomInfo powered by DiscoverOrg works seamlessly with all the leading sales, marketing and CRM platforms.

After 20 years of shaping the way B2B companies sell and market their services, the new ZoomInfo combines the best of both ZoomInfo and DiscoverOrg technology and data to create a market leader that sales and marketing professionals can count on to empower their go-to-market strategies.

With this launch, ZoomInfo Powered by DiscoverOrg features an unparalleled combination of proprietary AI and machine learning tools, a vast contributory network, deep two-way business application integrations, and human verification from over 300 researchers. The result is the most unique and effective SaaS platform designed to empower companies to deliver more predictable and sustainable growth.

“Over the last 20 years, our two companies have transformed the efforts of sales and marketing teams worldwide by layering a software platform focused on go-to-market motions on top of unparalleled business data and insights empowering companies to drive efficiency, productivity and growth,” explained ZoomInfo CEO Henry Schuck. “Releasing the new ZoomInfo Powered by DiscoverOrg platform marks the first step in the next stage of sales and marketing transformation – one that deeply embeds the most accurate and rapidly refreshed data into both technology and process workflows, to more effectively go-to-market and keep the revenue engine running at all times.”

The company will continue to support both ZoomInfo and DiscoverOrg solutions for existing customers, and will offer an upgrade path to any of three subscription packages available for the new platform. New customers will be on-boarded directly to the newly combined platform.

Since the combination of DiscoverOrg and ZoomInfo, the Company now services 13,500 customers across all industries and generates approximately $350 million in annualized recurring revenue (ARR).

“Based upon the long-term growth rates of the combined company, ZoomInfo is well placed to challenge LinkedIn Sales Navigator as the top sales intelligence service in North America,” commented Michael Levy, Principal of GZ Consulting, an advisory firm specializing in sales intelligence, sales engagement and B2B DaaS products.

New features for current ZoomInfo customers upgrading to the ZoomInfo Powered by DiscoverOrg platform include, but are not limited to:

Deep functional organizational charts, intent signals, and buying scoops uncovered by researchers – all designed to provide the context for smarter, more successful go-to-market outreach
Improved out-of-the-box integrations with sales and marketing systems, including enhanced features of the Enrich application allowing companies to append insights and cleansing of data directly into their go-to-market systems
More accurate firmographic and demographic data, thanks to a team of over 300 researchers verifying the data in real-time
Advanced real-time email validation of all contact records built on top of the recent acquisition of Neverbounce resulting in dramatically lower email bounce rates
Upgraded technology to gather real-time technographic information.
Advanced new technology offering additional targeting and search functionality with matrixed searching allowing users to personalize filters between companies, contacts, and intent signals.

New features for current DiscoverOrg customers upgrading to the new ZoomInfo Powered by DiscoverOrg platform include, but are not limited to:

Over 100 million verified B2B professionals at more than 15 million companies – enabling faster pipeline generation and improved targeting (20x what current DiscoverOrg customers access)
Over 100 new firmographic data points for granular segmentation and deeper personalization
Access to additional real-time technographics resulting from ZoomInfo’s acquisition of Datanyze
Deeper profile appending and enrichment capabilities to keep data automatically enriched and cleansed – no matter where it lives

“ZoomInfo powered by Discoverorg has been a game changer for our company. Now that it’s all integrated into a single tool and we have one dedicated source for all that data, we couldn’t be happier,” said Mack Mcaninch, Executive Director of Prospect Data, Sapper Consulting.

CSS Corp Wins NASSCOM’s Customer Service Excellence Award 2019

STS News Desk

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September 11, 2019

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CSS Corp Wins NASSCOM’s Customer Service Excellence Award 2019

Recognized for Its Transformative Approach to Drive Customer Experience Operations

CSS Corp, a new-age IT services and technology support company, has won NASSCOM’s prestigious Customer Service Excellence Award 2019 in the ‘Transformation’ category. The company was chosen for its innovative approach to transform customer experience operations and create new revenue streams. The award was presented at NASSCOM’s BPM Strategy Summit 2019, which was held in Bengaluru on 5^th September 2019.

CSS Corp has been recognized for implementing an outcome-based Managed Services Partnership (MSP) model for a VOIP service provider to transform its customer experience operations ecosystem. The MSP model leverages the capabilities of CSS Corp’s indigenous cognitive customer experience platform that integrates technologies like artificial intelligence, RPA, and analytics to provide world-class support services. The model offers clients with various features including end-to-end CX management, customer acquisition and retention, global service delivery, advanced analytics, gain share opportunities, cognitive automation and RPA tools, to address customer needs and manage customer engagement.

The novel adoption of the MSP model enables clients to improve their overall customer experience, transfer operational risks and shift their focus to core product development, thereby creating more business opportunities. Additionally, it also facilitates a win-win environment by aligning incentives between vendors and clients to provide more value-added services leading to higher customer retention.

Commenting on the recognition, Manish Tandon, CEO of CSS Corp said, “We are delighted to be recognized by NASSCOM for one of our unique and agile solutions. Technology is moving at a rapid pace and we are looking to harness the power of complex and cutting-edge technologies to create customized and simplified solutions for our clients. This award is a great example that showcases our commitment in providing a seamless and outcome-based model that enables businesses and reduces operational costs. We are confident that we will continue to innovate and offer disruptive solutions and engagement models that will help our clients in their transformation journeys.”

Zendesk Introduces WhatsApp for Zendesk in Asia

STS News Desk

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September 11, 2019

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Zendesk Introduces WhatsApp for Zendesk in Asia

Integration with WhatsApp Business API Delivers on Zendesk’s Vision to Connect Customer Conversations Across Web, Mobile, and Messaging

Zendesk, Inc. announced WhatsApp for Zendesk is now available across Asia Pacific (APAC). The new WhatsApp Business API connector, which was first announced at the company’s Showcase in Sao Paulo last month, will allow businesses to quickly and easily reach and respond to their customers using WhatsApp across the region. Zendesk offers the only trusted messaging solution that pulls in all customer conversations into a cohesive interface across web, mobile and messaging.

WhatsApp for Zendesk enables companies around the world to provide a better customer experience in a preferred channel. WhatsApp for Zendesk is built on technology from Zendesk’s recent acquisition of Smooch, and marks an important step in delivering the next wave of connected conversations on additional channels, such as Facebook Messenger, LINE, WeChat, Telegram, Twitter DM and more.

More than 1.5 billion people in over 180 countries use WhatsApp, making it one of the most popular messaging apps in the world – and as customers increasingly expect to communicate with businesses in the same way they do with friends and family, the best experiences will be driven by creating seamless, continuous conversations across multiple communication channels.

“According to We Are Social’s reports, WhatsApp is the most downloaded and used app in Singapore and India, as well as being one of the most widely used messaging apps across the region. Therefore, this integration offers brands a channel their customers are already familiar with in order to provide faster, more convenient and more personalised service,” said Sandie Overtveld, VP APAC at Zendesk. “WhatsApp for Zendesk is the next stage of integration with the WhatsApp Business API, and is part of our larger commitment to connect brands and customers through modern messaging experiences on the channels and apps of their choice.”

With WhatsApp for Zendesk, businesses can:

Get up and running on WhatsApp in less time without any new workflows or agent training required
Engage with customers over WhatsApp and manage messaging conversations in the same way as other support conversations in any other channel
Take advantage of new WhatsApp features for agents to better manage real-time conversations, such as a customizable auto-responder specifically for WhatsApp
Stay on top of asynchronous WhatsApp conversations with a new, dedicated notification panel to alert agents to recent responses on WhatsApp

Local Zendesk customer StashAway is helping their customers better save and invest through their app. Michele Ferrario, CEO and Co-Founder of StashAway, which has been one of the first customers to implement WhatsApp for Zendesk, said, “Given the mobile-first nature of our platform, it is extremely impactful to be able to engage with our customers on their smartphone or mobile device, and on a channel that they already use on a daily basis. Since adopting WhatsApp for Zendesk, we’ve lowered agent wait times for customer replies by 50%, and 50% of our incoming customer enquiries are now solved through WhatsApp.”

Conversation Solutions Team

For more complex needs beyond customer initiated conversations, Zendesk offers access to a Conversation Solutions Team. From proactive business notifications customers can opt in to receive and virtual assistant integrations, to custom messaging experiences and system integrations, this group of expert advisors can help customers in APAC and around the world get the most out of the WhatsApp Business API and messaging for businesses.

WhatsApp for Zendesk is available from today to all new and existing Support and Suite customers for $US 5 per agent, per month.

Genesys Unveils Industry’s First Self-Service, Fully Automated Free Trials for AppFoundry Premium Applications

Leading CRM and Email Marketing SaaS Providers, Hatchbuck, Benchmark, Merge

Role of CRM in Retail Environment

What Do CRM Systems Do?

Five Benefits of CRM in Retail

1. Facilitates Better Customer Support

2. Aligns Sales and Marketing Processes/Efforts

3. Helps with Customer Segmentation

4. Useful in Providing Personalized Offers and Promotions

5. Bumps up Sales, Improves retentions and Increases loyalty

All Things Considered…

Advid Receives First OEM Partnership, 100% Co-Op Eligible in Audi’s New Tier III Marketing Covenant Guidelines.

Media Industry Veteran, Cordie DePascale, Joins PremiumMedia360 as Chief Strategy Officer

DiscoverOrg and ZoomInfo Merge Brands to Launch Innovative B2B Data Platform To Power Go-To-Market Success

New features for current ZoomInfo customers upgrading to the ZoomInfo Powered by DiscoverOrg platform include, but are not limited to:

CSS Corp Wins NASSCOM’s Customer Service Excellence Award 2019

Popular Posts

Genesys Unveils Industry’s First Self-Service, Fully Automated Free Trials for AppFoundry Premium Applications

Leading CRM and Email Marketing SaaS Providers, Hatchbuck, Benchmark, Merge

Role of CRM in Retail Environment

Advid Receives First OEM Partnership, 100% Co-Op Eligible in Audi’s New Tier III Marketing Covenant Guidelines.

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