Call Center Scheduling Featured Article
SugarCRM Introduces SugarLive, Amazon Connect Omnichannel Capabilities
The best relay teams are able to seamlessly hand off from one leg to the next, each racer coming together to create a single, flawless result. For Olympic gold medal winners, finding the perfect record-breaking rhythm to reach the podium can take years. The modern omnichannel contact center takes similar precision and exceptional execution to achieve optimal results. Thankfully it doesn’t have to tale quite as long to get there with the right mix of technology, people and processes.
Today, SugarCRM (News - Alert) unveiled SugarLive, a new integration with Amazon Connect voice, chat and text messaging for omnichannel service and support. SugarLive introduces the Amazon Connect contact center capabilities and tools to optimize customer engagements into Sugar Serve’s Service Console.
“The current global environment underscores the need for seamless omnichannel 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.”
The Sugar Serve platform with the SugarLive addition offers contact centers access to more modern support approaches like self-service and AI-powered automation for engagement. SugarCRM possesses an already potent portfolio to enhance an organizations engagement strategy, and today’s announcement furthers the Sugar stable with a tool that can be easily and rapidly deployed that is more than capable of improving interactions.
“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from their very first marketing engagement to understanding their service needs, Sugar is replacing a fragmented, out-of-date, and incomplete picture with a sharply focused understanding of both the customer and the business.”
How are you engaging with customers?
Edited by Maurice Nagle