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Showing posts from July, 2017

CustServ Solutions - Why Choose One Over The Other?

For a while now I am contemplating about why companies choose one customer service solution over another. After all the market is pretty crowded. Vendors have a hard time to differentiate themselves. Just looking at G2Crowd one finds 88 Help Desk Solutions. Larger organizations are likely to be influenced by Gartner’s Magic Quadrant on Customer Engagement Centers or the Forrester Wave on Customer Service Solutions. Smaller organizations are probably looking more at the new breed of peer-to-peer review sites, like the aforementioned G2Crowd or GetApp, TrustRadius, Capterra and others. Many companies conduct research and establish an RFP process to determine the best fit; some see a bottom-up approach from team level to corporation. A kind of ‘shadow IT’ emerges to solve a team’s particular problem. This solution over time could get corporate blessing and may even become the main solution. A clear and reliable roadmap is mandatory for all vendors, so no difference here. Same for share of m…

Freshworks acquires Bot Startup Joe Hukum - A Snap Analysis from Down Under

A few days ago Freshworks announced the acquisition of startup Joe Hukum, making it its eighth acquisition. Joe Hukum builds a chatbot platform that enables companies to quickly build their own chatbots for sales-, service-, or marketing purposes. In contrast to the technologies built by Frilp (acquired October, 2015) and Chatimity (acquired October, 2016) that rely on NLP (Natural Language Processing, as opposed to Neuro-Linguistic Programming) technologies, these bots are built using a Decision Tree technology. In order to be able to provide more advanced speech recognition they can connect to services of the Stanford Natural Language Processing Group,, or The created bots can be connected to websites, apps, or Facebook. The press release got published on July 20, 2017, but you can read it right here, before moving on to My Take.
Freshworks acquires chatbot platform startup, Joe Hukum Company enhances capabilities to help businesses build and deploy bots  
San Bruno,  Jul…

Nimble News from MS Inspire

MS Inspire, the annual Microsoft partner event, has just ended, wrapping up a flurry of news and announcements from Microsoft and its channel partners. Most announcements were interesting; some more than others, especially when considering these items together. I’ve been following Nimble CRM and its founder Jon Ferrara for a while now, so I was particularly interested in hearing about the launch of its global reseller program and its social relationships insights add-in for Microsoft Office 365 and Outlook Desktop/Mobile. Nimble made its announcements within the context of Microsoft’s increasing its emphasis on partner success, as evinced by its One Commercial Partnerinitiative to bring together partner-focused teams from across the company and its new ISV Cloud Embed services offerings for partners.
Why is this interesting?Microsoft’s lifeblood is its partner ecosystem.  In all likelihood, the company has the biggest, most robust partner channel around. Microsoft basically sets, and r…