This week in CX has seen a CRM-bolstering acquisition from ServiceNow, impressive numbers from the CX Cloud from Genesys and Salesforce, a new Twilio release, and pricing news from Zendesk.
Here are extracts from some of our most popular news stories over the last seven days.
ServiceNow Boosts Its CRM Credentials with Logik.ai Acquisition
ServiceNow has confirmed the pick-up of Logik.ai, as it continues making strides in the CRM market.
Logik.ai is a configure, price, quote (CPQ) solution provider.
Its key differentiators include its logic (or “logik”) engine, which processes complex product configurations and transactions at “lightning speed”.
Then, there’s Logik.ai’s composable, API-first architecture. This will make the integration of the CPQ across ServiceNow workflows seamless.
Also, it offers an intuitive point-and-click admin experience. With this, the CPQ provider claims to lower the need for scripting, simplify integrations, and enable AI-powered rules management.
Finally, there’s the small matter of what’s in the name Logik.ai: AI.
Indeed, the CPQ solution leverages a “first-of-its-kind” Cosmo AI model to take CPQ intelligence and spread it across the enterprise (Read on...).
200+ Contact Centers Implement the CX Cloud from Genesys and Salesforce
Genesys and Salesforce have snagged over 200 customers for their joint offering: the CX Cloud from Genesys and Salesforce.
The platform embeds Genesys Cloud CX solutions directly into the Salesforce Service Cloud interface.
Those solutions include its native voice services, call controls, journey orchestration, workforce engagement management (WEM), and reporting tools.
By bringing this offering to 200+ customers, Genesys aims to help organizations pool their customer service data, which many Salesforce customers may pump into Data Cloud.
As a result, enterprises can leverage that data across customer-facing functions and beyond.
Other benefits include simplifying the agent experience and a lower management burden, as the solution effectively unifies a contact center’s CRM and CCaaS platforms (Read on...).
