SugarCRM Joins Amazon Web Services Partner Network

In October of this year, SugarCRM (News - Alert) debuted SugarLive, a feature of Sugar Serve, Sugar’s flagship customer support and service solution. SugarLive helps companies achieve omnichannel customer service through integration with Amazon Connect’s voice, chat, and text messaging. SugarLive embeds Amazon Connect’s advanced omnichannel contact center capabilities into Sugar Serve’s intuitive Service Console, empowering service reps with comprehensive tools for case interaction, routing, prioritization and resolution.

This week, the Cupertino, California-based company announced that it’s expanding its relationship with Amazon by becoming an Amazon Web Services (News - Alert) (AWS) Advanced Technology Partner within the AWS Partner Network (APN). The AWS APN is a worldwide community of partner companies that leverage Amazon Web Services to build solutions and services for customers. AWS helps partners build, market, and sell their AWS offerings by providing assistance with business, technical, and marketing initiatives.

Sugar recently launched a new integration with Amazon Connect, an omnichannel cloud contact center that helps companies provide improved customer service at a lower cost. AWS is a strategic component of Sugar’s time-aware CX [customer experience] platform, enabling scalability, security and accelerated innovation, said Sugar.

With Amazon Connect and Sugar Serve, companies of all sizes now have a cost-effective omnichannel customer service solution that deploys quickly, minimizes up-front costs, and is easy to administer. The latest integration is one example of how Sugar’s extensive use of AWS technologies enables more rapid product innovation, while enabling customers to easily incorporate cloud products into their IT portfolio without having to learn or invest in proprietary technologies.

“Our relationship with AWS signals our shared commitment to CX, continuous cloud innovation and omni-channel service,” said Rich Green, Chief Product Officer and CTO for SugarCRM in a statement. “Leveraging Amazon Connect accelerates our product efforts, enabling Sugar to rapidly deliver new CX features and products to market, while providing state of the art performance, security, and agility for our customers.”

Edited by Maurice Nagle