SugarCRM Launches New Cloud-Based Omnichannel Customer Service to Help Companies Deliver High-Definition CX

October 14, 2020 - 08:24
SugarCRM Launches New Cloud-Based Omnichannel Customer Service to Help Companies Deliver High-Definition CX

CUPERTINO, CALIFORNIA - Media OutReach - 14 October 2020- SugarCRM Inc., the innovator of time-awareCX, today announced the launch of SugarLive, a new integration with AmazonConnect voice, chat and text messaging for omnichannel customer service andsupport. SugarLiveseamlessly embeds Amazon Connect's advanced, omnichannel contact centercapabilities into Sugar Serve's intuitive Service Console, empowering teamswith powerful tools for routing, tracking, prioritizing and solving customerservice interactions.

The increase ofdistributed workforces and reliance on digital channels accelerates the needfor fast, simple, easy-to-deploy solutions for customer service teams toprovide more omnichannel, self-service and AI-powered automated customerengagement models. SugarLive solves many of these issues by offering embeddedomnichannel capabilities inside a complete agent service console. Sugar Serveusers need only their Amazon Connect credentials and few simple configurationsto add robust omnichannel engagement models to their existing or new SugarServe deployments.

"The currentglobal environment underscores the need for seamless omnichannel communicationsbetween support professionals and customers," said Rebecca Wettemann, PrincipalAnalyst, Valoir. "SugarLive and Amazon Connect can offer users a fast path toadding new digital engagement channels with little effort and financial risk,while also quickly building more intelligent orchestration of customerengagements through automated voice and chat toolsets."

"SugarLive helpsdeliver on our new vision of high-definition CX for our customers," said RichGreen, Chief Product Officer and CTO of SugarCRM. "By offering a single,unified view of the customer, from their very first marketing engagement tounderstanding their service needs, Sugar is replacing a fragmented,out-of-date, and incomplete picture with a sharply focused understanding ofboth the customer and the business."

Otherenhancements to Serve include case deflection with the integrated SugarKnowledge Base. Customers are empowered to research and close their own issuesthrough a self-service portal, thus reducing the load on service teams andresolution times.

Also launching aspart of the Q4 2020 release is an all new Nurture Builder capability in SugarMarket to optimize prospect engagement and conversion. New features for salesteams include sales automation and duration-based capabilities for Sugar Sell,designed to increase efficiency and help manage and close more sales pipeline forboth new and existing customers. Sugar also completed the rollout of newSugarCloud hosting locations on AWS in the UK and Singapore to supportcustomers' data sovereignty preferences and ensure global performance.

To learn moreabout all the new features in the Q4 release and unpack the product details,watch the  

SugarScoop  video.

About SugarCRM

SugarCRM's time-aware sales, marketing and service softwarehelps companies deliver a high-definition (HD-CX) customer experience. Formid-market companies and anyone that wants a CX-driven platform, Sugar givesteams the time-aware customer data they need to achieve a clear view of thecustomer and reach new levels of business performance and predictability, andincrease customer lifetime value.

More than 4,500 companies in over 120 countries rely onSugarCRM. Based in Silicon Valley, SugarCRM is backed by Accel-KKR.