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Salesforce and Monte Carlo

Salesforce and Monte Carlo

Salesforce recently announced a strategic partnership with Monte Carlo, a leading fashion brand, to revolutionize the company’s consumer engagement across multiple channels. This collaboration will help Monte Carlo evolve from a winter-wear icon into a year-round favorite in India’s competitive fashion industry, appealing to customers of all ages while maintaining its legacy in winter apparel. In a statement, Monte Carlo shared, “Our decision to adopt Salesforce CRM aligns with our vision of becoming a digital-first, data-driven organization that leverages cutting-edge technology to enhance customer experiences. With Salesforce, we aim to transform the customer journey by gaining a unified, 360-degree view of customers across online and offline channels.” Monte Carlo has embraced Salesforce Data Cloud to create a holistic view of each customer, enabling streamlined communication across all channels to ensure more seamless and efficient engagements. Additionally, Monte Carlo is committed to delivering exceptional customer experiences at every stage—before, during, and after a purchase. The brand is using Salesforce Service Cloud to implement a personalized loyalty solution that goes beyond traditional point-based rewards, offering customers a unique and memorable experience. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Ambient AI and Doctors

Ambient AI and Doctors

A study published in JAMA Network Open found that nearly half of clinicians using an ambient AI clinical documentation tool reported positive outcomes. The tool, Dragon Ambient eXperience (DAX) Copilot from health IT vendor Nuance, leverages automatic speech recognition and natural language processing to draft electronic health record (EHR) documentation based on patient-provider conversations. The nonrandomized clinical trial included family medicine, internal medicine, and general pediatrics clinicians from outpatient clinics in North Carolina and Georgia within Atrium Health. Those who participated received an hour of training on the AI tool. Researchers compared the intervention group with a control group, which included clinicians encouraged to participate as controls by service line leaders and those who initially expressed interest in the AI tool but chose not to proceed after informational sessions. A seven-question survey was sent to 230 participants before and five weeks after implementing the AI tool to evaluate its impact on their EHR experience. The study showed that 47.1% of clinicians using the AI tool reported spending less time on EHR documentation at home, compared to 14.5% in the control group. Additionally, 43.5% of the AI tool users spent less time on clinical documentation post-visit, compared to 18.2% of the control group. Moreover, 44.7% of the intervention group reported reduced frustration with the EHR, compared to 14.5% of controls. However, around 44.7% of the intervention group and 68.7% of the control group indicated their EHR experiences remained similar before and after the AI tool implementation. The researchers acknowledged potential selection and recall biases as study limitations and called for further research to identify areas for improvement and explore the impact across different clinician groups and health systems. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more Top Ten Reasons Why Tectonic Loves the Cloud The Cloud is Good for Everyone – Why Tectonic loves the cloud You don’t need to worry about tracking licenses. Read more Guide to Creating a Working Sales Plan Creating a sales plan is a pivotal step in reaching your revenue objectives. To ensure its longevity and adaptability to Read more

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Einstein Features Cheat Sheet

Einstein Features Cheat Sheet

Salesforce has published a great resource for Einstein users. The Einstein Cheat Sheet puts all the Einstein features and resources at your fingertips. Download here. Einstein Discover the power of the #1 AI for CRM with Einstein. Built into the Salesforce Platform, Einstein uses powerful machine learning and large language models to personalize customer interactions and make employees more productive. With Einstein powering the Customer 360, teams can accelerate time to value, predict outcomes, and automatically generate contentwithin the flow of work. Einstein is for everyone, empowering business users, Salesforce Admins and Developers to embed AI into every experience with low code. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Army of AI Bots

Army of AI Bots

Salesforce Inc. has announced a significant upgrade with the launch of Industries AI, a new automation platform designed to handle a wide range of time-consuming tasks, enhancing productivity across various sectors. We are NOT advocating that the next war will be fought with AI Bots. We aren’t even suggesting there is anything negative about these bots. However, if the next war were to be information and data based, who knows. Industries AI will be integrated into all 15 of Salesforce’s cloud platforms, including Sales Cloud, Data Cloud, Service Cloud, Commerce Cloud, and Marketing Cloud. This expansive solution is capable of managing over 100 common tasks, from matching patients with clinical trials and providing maintenance alerts for vehicles and machinery, to streamlining recruitment processes and enhancing government services. The launch of Industries AI responds to findings from Salesforce’s Trends in AI for CRM Report, which indicated that over 75% of business leaders are concerned about missing out on AI advancements if they do not adopt the technology soon. With a 700% increase in urgency to implement AI over the past six months, many organizations struggle with the resources and expertise needed to develop and train AI models. Salesforce aims to address this by offering a ready-made framework for creating AI agents tailored to industry-specific needs, utilizing each customer’s proprietary data within the Salesforce platform. Industries AI will provide a foundation for quickly deploying autonomous agents, with setup times estimated at just a few minutes. To assist customers in leveraging AI automation, Salesforce has created use case libraries for each of its cloud platforms, featuring over 100 capabilities at launch. These capabilities span multiple industries: Salesforce will begin rolling out Industries AI capabilities in October 2024, with some features available by February 2025. The company plans to regularly update Industries AI with new capabilities as part of its annual Salesforce releases. Jeff Amann, executive vice president and general manager of Salesforce Industries, emphasized that this innovation aims to make powerful AI accessible to all enterprises, regardless of size or budget. “Organizations can now easily start with AI solutions tailored to their specific challenges, enhancing efficiency and productivity across various functions,” he said. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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AI-Powered Field Service

AI-Powered Field Service

Salesforce has introduced new AI-powered field service capabilities designed to streamline operations for dispatchers, technicians, and field service leaders. Leveraging the Salesforce platform and Data Cloud, these innovations aim to expedite time-consuming processes and enhance customer satisfaction by making field service operations more proactive and efficient. Why it matters: Field service teams currently spend only 32% of their time interacting with customers, with the remaining 68% consumed by administrative tasks like manually entering case notes. With 78% of field service workers in AI-enabled organizations reporting that AI helps save time, Salesforce’s new tools address these inefficiencies head-on. Key AI-driven innovations for Field Service: Availability: Paul Whitelam, GM & SVP of Salesforce Field Service, notes, “The future of field service lies in the seamless integration of AI, data, and human expertise. Our new capabilities set new standards for efficiency and service delivery.” Rudi Khoury, Chief Digital Officer at Fisher & Paykel, adds, “With Salesforce Field Service, we’re not just embracing AI and data-driven insights — we’re advancing into the future of field service, achieving unprecedented efficiency and exceptional service.” Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Salesforce to Enhance AI-Powered Tools With Tenyx

Salesforce to Enhance AI-Powered Tools With Tenyx

Salesforce to Acquire Tenyx, Enhancing AI-Powered Solutions Salesforce has announced its decision to acquire Tenyx, a California-based startup specializing in AI-driven voice agents. This acquisition aims to bolster Salesforce’s AI capabilities and further its commitment to enhancing customer service through innovative technology. The deal, set to close in the third quarter of 2024, will integrate Tenyx’s advanced voice AI solutions with Salesforce’s existing services. About Tenyx Founded in 2022, Tenyx has quickly established itself in various industries including e-commerce, healthcare, hospitality, and travel. The startup, led by CEO Itamar Arel and CTO Adam Earle, is renowned for developing AI voice agents that create natural and engaging conversational experiences. Salesforce’s Strategic Move This acquisition is part of Salesforce’s broader strategy to reinvigorate its growth and strengthen its AI capabilities. Following a year of focus on share buybacks and a reduction in acquisitions under pressure from activist investors, Salesforce is now pivoting to integrate cutting-edge technology. This move reflects a renewed emphasis on acquiring top-tier AI talent to drive innovation and maintain a competitive edge. Industry Context The acquisition aligns Salesforce with a growing trend in the tech industry, where major players like Microsoft and Amazon are also investing heavily in AI. Microsoft recently acquired talent from AI startup Inflection for $650 million, while Amazon brought in co-founders and employees from Adept. These strategic acquisitions highlight the escalating competition for AI expertise and tools. What This Means for Salesforce With Tenyx’s technology, Salesforce will enhance its AI-powered solutions, particularly within its Agentforce Service Agent platform. This integration aims to deliver more intuitive and seamless customer interactions, setting new standards in customer experience. Conclusion Salesforce’s acquisition of Tenyx is a strategic move to advance its AI-driven solutions and maintain its leadership in customer service technology. By integrating Tenyx’s innovative voice AI, Salesforce is positioned to redefine customer engagement and service standards. The deal is expected to close by the end of the third quarter of Salesforce’s fiscal year 2025, concluding on October 31, 2024, pending customary closing conditions. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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EU AI Act

EU AI Act

The EU AI Act is a complex piece of legislation, packed with various sections, definitions, and guidelines, making it challenging for organizations to navigate. However, understanding the EU AI Act is crucial for companies aiming to innovate with AI while staying compliant with both legal and ethical standards. Arnoud Engelfriet, chief knowledge officer at ICTRecht, an Amsterdam-based legal services firm, specializes in IT, privacy, security, and data law. As the head of ICTRecht Academy, he is responsible for educating others on AI legislation, including the AI Act. In his book AI and Algorithms: Mastering Legal and Ethical Compliance, published by Technics, Engelfriet explores the intersection of AI legislation and ethical AI development, using the AI Act as a key example. He emphasizes that while new AI guidelines can raise concerns about creativity and compliance, it’s quite necessary for organizations to grasp the current and future legal landscape to build trustworthy AI systems. Balancing Compliance and Innovation As of August 2024, the much-anticipated AI Act is in effect, with implementation timelines extending from six months to over a year. Many businesses worry that the regulations might slow down AI innovation, especially given the rapid pace of technological advancements. Engelfriet acknowledges this tension, noting that “compliance and innovation have always been somewhat at odds.” However, he believes the act’s flexible, tiered approach offers space for businesses to adapt. For instance, the inclusion of regulatory sandboxes allows companies to test AI systems safely, without releasing them into the market. Engelfriet suggests that while innovation might slow down, the safety and trustworthiness of AI systems will improve. Ensuring Trustworthy AI The AI Act aims to promote “trustworthy AI,” a term that became central to discussions after its inclusion in the first draft of the act in 2019. Although the concept remains somewhat undefined, the act outlines three key characteristics of trustworthy AI: legality, technical robustness, and ethical soundness. Engelfriet underscores that trust in AI systems is ultimately about trusting the humans behind them. “You cannot really trust a machine,” he explained, “but you can trust its designers and operators.” The AI Act requires transparency around how AI systems function, ensuring they reliably perform their intended tasks, such as making automated decisions or serving as chatbots. Ethics has gained even more prominence with the rise of generative AI. Engelfriet highlights the fragmented nature of AI ethics guidelines, which address everything from data protection to bias prevention. The EU’s Assessment List for Trustworthy AI provides a framework to guide organizations in applying ethical standards, though Engelfriet notes that it may need to be tailored to specific industry needs. The Role of AI Compliance Officers Given the complexity of AI regulations, organizations may find it overwhelming to manage compliance efforts. To meet this growing need, Engelfriet recommends appointing AI compliance officers to help companies integrate AI responsibly into their operations. ICTRecht has also developed a course, based on AI and Algorithms, to teach employees how to navigate AI compliance. Participants from various roles—particularly those in data, privacy, and risk functions—attend the course to expand their knowledge in this increasingly important area. Salesforce is developing Trailblazer content to address these challenges as well. As with GDPR, Engelfriet believes the AI Act will set the tone for future AI regulations. He advises businesses to proactively engage with the AI Act to ensure they are prepared for the evolving regulatory landscape. To get assistance exploring your EU risks, contact Tectonic today. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more Top Ten Reasons Why Tectonic Loves the Cloud The Cloud is Good for Everyone – Why Tectonic loves the cloud You don’t need to worry about tracking licenses. Read more

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Iran-based cyber threat actors have been targeting U.S

Iran-based cyber threat actors have been targeting U.S

Iran-based cyber threat actors have been targeting U.S. and international organizations across various sectors, including healthcare, according to a joint cybersecurity advisory from the Cybersecurity and Infrastructure Security Agency (CISA), the FBI, and the Department of Defense Cyber Crime Center. The advisory highlights known threat groups such as Pioneer Kitten, UNC757, Parisite, Rubidium, and Lemon Sandstorm. These actors have been observed targeting a range of sectors including education, healthcare, defense, finance, and local government, as well as organizations in countries like Azerbaijan, the United Arab Emirates, and Israel. A significant portion of these actors’ operations against U.S. organizations involves gaining network access and subsequently collaborating with ransomware affiliates to deploy ransomware. The advisory notes that these actors offer full domain control and admin credentials to networks globally. Recently, they have been working directly with ransomware groups to facilitate encryption and share a percentage of ransom payments. The FBI has identified collaborations between these threat actors and ransomware affiliates such as NoEscape, Ransomhouse, and ALPHV. Despite their association with the Iranian government, these groups typically obscure their Iranian origins and provide vague details about their nationality when working with ransomware affiliates. Tracking of these Iranian cyber threat actors dates back to 2017, with recent activities documented up to August 2024. The advisory draws parallels with a September 2020 alert about Iran-backed hackers exploiting VPN vulnerabilities, based on previous FBI investigations. The advisory provides technical insights into the threat actors’ methods, including their use of public-facing network devices like Citrix Netscaler for initial access. To mitigate risks, the FBI and CISA recommend that organizations prioritize patching vulnerabilities associated with CVE-2024-3400, CVE-2022-1388, CVE-2019-19781, and CVE-2023-3519. Organizations are also advised to review security controls, examine logs, and search for unique identifiers and indicators of compromise. If organizations suspect they have been targeted by these Iranian cyber threat actors, they should contact their local FBI field office for assistance. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Change The Flow

Change The Flow

Salesforce has long been a leader in providing tools to automate business processes, with Workflow Rules and Process Builder as the go-to solutions for many organizations. However, as business demands grow more complex, Salesforce has introduced Flow—a more powerful and flexible automation tool that’s quickly becoming the standard. This insight will explore the key differences between Salesforce Flow, Process Builder, and Workflow Rules, and why Flow is considered the future of Salesforce automation. Workflow Rules: The Foundation of Salesforce Automation For years, Workflow Rules served as a reliable tool for automating basic tasks in Salesforce. Based on simple “if/then” logic, Workflow Rules automate actions such as sending email alerts, updating fields, and creating tasks. While effective for straightforward needs, Workflow Rules have significant limitations. They can’t create or update related records, and each rule can only trigger a single action—constraints that hinder more complex business processes. Process Builder: A Step Up in Complexity and Functionality Process Builder was introduced as a more advanced alternative to Workflow Rules, offering a visual interface that simplifies building automations. It allows for multiple actions to be triggered by a single event and supports more complex logic, including branching criteria. Process Builder also introduces a broader set of actions, such as creating records, posting to Chatter, and invoking Apex code. However, as businesses pushed Process Builder’s capabilities, its limitations in terms of performance and scalability became clear. Salesforce Flow: The Future of Automation Salesforce Flow combines the capabilities of both Workflow Rules and Process Builder while introducing powerful new features. Flows can automate nearly any process within Salesforce, from simple tasks like updating records to intricate workflows involving multiple objects and even external systems. Flow can be triggered by a variety of events, including record changes, scheduled times, and platform events, providing far more flexibility than its predecessors. One of Flow’s key strengths is its versatility. It can include screen elements for user interaction or run entirely in the background, making it suitable for a wide range of use cases. Whether automating internal processes or creating customer-facing applications, Flow’s adaptability shines. Salesforce continues to enhance Flow, closing the feature gaps that once existed between Flow and the older automation tools. This, coupled with a clear migration path, makes Flow the logical choice for the future. Why Salesforce Flow is the Way Forward Salesforce has already announced plans to retire Workflow Rules and Process Builder in favor of Flow, signaling a shift toward a more unified and scalable automation platform. Businesses still relying on the older tools should transition to Flow sooner rather than later. Not only will this ensure continued support and access to new features, but it will also allow organizations to leverage Salesforce’s most advanced automation tool. When comparing Salesforce Flow vs. Process Builder and Workflow Rules, it’s evident that Flow offers the most robust, flexible, and future-proof solution. Its ability to handle complex processes and its continuous enhancements make it the ideal choice for modern businesses. As Salesforce phases out Workflow Rules and Process Builder, migrating to Flow will equip your organization with the latest in automation capabilities. Ready to Make the Switch? Start exploring Salesforce Flow today and discover how it can transform your business processes for the better. Contact Tectonic for assistance. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Co-opetition

Co-opetition

Tech companies frequently partner for mutual benefit-Co-opetition, but in the customer service and contact center sector, the competition is heating up. Established players like Genesys, Five9, and Nice are now facing significant competition from tech giants such as AWS, Microsoft, and Google. To strengthen their positions, longtime partners Genesys and Salesforce introduced a joint platform called CX Cloud earlier this year. This platform combines Salesforce’s advanced Service Cloud and CRM with Genesys’ leading contact center as a service (CCaaS) solution- the very epitome of Co-opetition. It integrates telephony, journey management, and employee-focused workforce engagement management tools to optimize contact center operations and track agent satisfaction. While both companies compete in areas like AI, digital engagement, and generative AI, the CX Cloud partnership exemplifies their “coopetition” strategy. Salesforce runs the desktop interface, while Genesys excels in workforce management. By integrating their technologies, the two companies offer customers a flexible solution, enabling them to use the tools that best suit their needs—whether it’s managing digital channels through Salesforce or Genesys. This collaboration eliminates competition in key areas, with both Salesforce and Genesys sales teams working closely together. The partnership between the two companies is not new; their integration dates back to 2015. However, the recent deeper integration, which now covers not just voice but also digital channels, offers customers a unified view of their data. This allows users to harness customer conversation data across both platforms more effectively, giving them the flexibility to use tools from either Genesys or Salesforce. In addition to competition from one another, both Genesys and Salesforce face challenges from cloud hyperscalers like AWS, Microsoft, and Google, which also offer contact center tools. Despite this, Genesys’ and Salesforce’s CX Cloud collaboration stands out by offering a unified framework that benefits customers through combined capabilities. As an example of this complex tech landscape, AWS is both a competitor and a top partner for reselling Genesys Cloud. Both companies agree that the real focus isn’t on competing with each other, but on helping customers solve challenges around customer engagement in an efficient and cost-effective way. The joint platform also integrates with other technologies, such as Google’s Contact Center AI and AWS tools like Lambda and Polly, making it adaptable to diverse enterprise needs. Both Genesys and Salesforce emphasize the importance of an open platform with pre-built integrations, allowing customers to get more value from both platforms faster than before. CX Cloud has seen adoption across various industries and company sizes, from large enterprises to smaller, faster-moving companies. Smaller businesses, in particular, have been quick to adopt this innovation, as it allows them to access enterprise-level integrations without needing to build custom solutions. Larger enterprises, such as ADP, have also benefitted from CX Cloud by using it to deliver proactive customer experiences, addressing potential issues before they arise. Overall, the partnership between Genesys and Salesforce exemplifies Co-opetition-a collaborative approach in a highly competitive market, enabling customers to leverage the strengths of both platforms for enhanced contact center operations. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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Salesforce to Acquire PredictSpring

Salesforce to Acquire PredictSpring

Salesforce to Acquire PredictSpring, Enhancing Omnichannel Capabilities Last month, Salesforce finalized an agreement to acquire PredictSpring, a leading provider of point-of-sale (POS) software. PredictSpring, known for its omnichannel commerce solutions, offers a suite of mobile POS systems along with clienteling, inventory management, and order management tools tailored for the retail sector. Insights from Industry Analysts In a recent episode of CX Today’s BIG News Update, key analysts shared their perspectives on the acquisition, highlighting three major points. Filling a Critical Gap Rebecca Wetteman, CEO & Principal Analyst at Valoir, noted that while Salesforce has effectively assisted many B2B clients, such as Fiserv and Peloton, in transitioning to B2C strategies, one crucial component was missing: order management. PredictSpring’s solutions address this gap, enhancing Salesforce’s data strategy and providing a more comprehensive customer view. Wetteman stated, “This addition is a significant move for Salesforce, strengthening their position beyond B2B and bridging the B2B to B2C divide.” Advancing Omnichannel Retail Simon Harrison, Founder & CEO at Actionary, emphasized that the acquisition represents a major step forward in delivering effective omnichannel solutions. PredictSpring’s technology promises to solve challenges associated with integrating in-store and digital experiences, enhancing overall customer interactions. Harrison praised the investment, stating, “This is a smart move, addressing real-world issues and increasing value for both staff and customers in today’s dynamic retail environment.” Expanding Market Reach Martin Schnieder, VP and Principal Analyst at Constellation Research, pointed out that acquiring PredictSpring aligns with Salesforce’s strategy to expand its total addressable market (TAM). He highlighted retail as a sector with unique challenges and opportunities, where Salesforce’s Data Cloud and platform can create impactful vertical-specific solutions. Schnieder noted, “Retail offers a different model with constrained margins, and Salesforce can leverage its platform to provide substantial value.” Michael Fauscette, Founder, CEO, and Chief Analyst at Arion Research, observed that Salesforce is strategically acquiring startups to fill gaps in its vertical offerings. He remarked, “Salesforce’s approach involves identifying startups that address specific needs and integrating them into their ecosystem. This strategy has proven effective and allows Salesforce to go to market directly with these partners, a practice not always seen among enterprise vendors.” Conclusion Salesforce’s acquisition of PredictSpring is a strategic move to enhance its omnichannel capabilities and address key gaps in its offerings. By integrating PredictSpring’s advanced POS solutions, Salesforce aims to strengthen its position in the retail sector and continue its growth trajectory in both B2B and B2C markets. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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