Top 10 Customer Experience Management software for Eastern Europe

2021. Genesys Pureconnect CX system integrated with Creatio CRM



Jet Infosystems has developed a connector for the Genesys Pureconnect customer experience management system and the Terrasoft Creatio CRM system. With this connector, contact center agents no longer need to work separately in the Genesys Pureconnect and Terrasoft Creatio interfaces. All processes can now be managed from the CRM. The connector's capabilities include managing incoming and outgoing calls in the Creatio CTI panel, connection management (accept/transfer/hold/end, etc.), automatic client identification by phone number with client data download, and saving and displaying all communications with the client in the request history on the client's personal page.


2021. Huawei updated its customer experience management system SmartCare



For nearly ten years, Huawei has been developing its SmartCare Customer Experience Management (CEM) solution, helping telecom operators achieve digital transformation and become full-fledged digital service providers for their customers. SmartCare 2.0, now based on Huawei's unified General Digital Engine (GDE) architecture, goes beyond CEM and creates a converged environment focused on the key needs of the future: openness, intelligence, and efficiency. SmartCare 2.0 includes more than 30 ready-to-use intelligent scenarios available out of the box, focusing on the most important scenarios for operators, such as complaint prediction and prevention. The openness of the new platform will facilitate the development of a broader ecosystem, enabling operators and developers to jointly innovate and continuously improve the customer experience.


2021. Qualtrics acquires customer feedback software developer


Qualtrics, which was spun off from SAP in early 2021, acquired the American developer Clarabridge, which develops a Customer Experience Management SaaS platform that collects customer feedback using AI-powered text and speech analytics. For analytics, the platform leverages data from social media (such as Facebook, Twitter, and review sites), call center recordings, email, chats, and surveys, using natural language processing and other proprietary technologies. A key feature of Clarabridge's technology is its ability to understand human language. For example, it can determine not only that a customer in a support chat is upset but also the extent of their upset, which can help the company decide what steps to take to resolve the issue.

2020. Acquia launches Digital Experience Platform



Digital experience company Acquia has announced the launch of its new Acquia Open Digital Experience Platform (DXP). The Acquia Open DXP is powered by Acquia Marketing Cloud and Acquia Drupal Cloud, a unified solution that unlocks the value of data and content so organizations can rapidly create new digital experiences. Marketers and developers now have a single, easy-to-use platform to build, personalize, and orchestrate multi-experience customer journeys across all modes of customer interaction, such as touchscreens, chat, voice, and more. In addition to the marketing tools, Acquia Open DXP will make it easier for developers to build Drupal sites with Developer Studio, its integrated development environment (IDE), and Site Factory, its tool for managing and scaling Drupal 9 sites and applications. Moreover, CMS Migrate will make it much easier to move from older versions of Drupal and legacy CMS to the recently released Drupal 9.


2019. Video: Why Big Data Matters for Customer Experience


Processing big data requires a large system, like SAP. That's why SAP promotes the benefits of big data. For example, in this video, SAP CIS Managing Director Dmitry Krasyukov explains (for the blondes) how to monetize customer experiences and how to create those experiences using data processing.


2011. Ellison conitues bumping Benioff: Oracle buys RightNow CRM



As you probably remember, recently Oracle's boss Larry Ellison decided to give a lesson to Salesforce CEO Marc Benioff for his attacks on Oracle. At the recent Oracle OpenWorld conference Ellison not only banned Benioff in the event program but also announced the public cloud platform Oracle Public Cloud, which will provide either PaaS or SaaS services, including CRM (ie, will compete directly with Salesforce CRM / Force.com). However, it was shown only on the presentetion slides and Benioff had every reason to just joke at Ellison in his Twitter and sleep peacefully. But today, the Oracle's threat has become very real: Oracle for $1.5 billion has acquired RightNow, one of the leading SaaS CRM vendors. ***


2010. RightNow: CRM is dead



Surprise! Jason Mittelstaedt, CMO at RightNow (the company that for a long time has been among leaders of the CRM industry) says that nobody wants to hear about CRM anymore, because they have heard it all and no longer believe the promises of CRM vendors. According to Jason, last year, the annual CRM Conference, which was held by Gartner and sponsored by RightNow - was the dead event and attracted minimal public interest. Vendors were showing the presentations that they have given seven years ago. Jason argues that CRM is a bit old hat, and it is time for a new generation of software that RightNow calls CX (Customer Experience). RightNow is not a pioneer in Customer Experience theme. Industry players have been talking about CEM (Customer Experience Management) already for a couple of years. So, what's the difference between CEM and CRM? ***