Enterprise 2.0 News

13.05.2022
Previous year Zoom wanted to buy Five9 to get into customer service. Eventually the deal fell apart, but Zoom’s desire to get into customer service one way or the other didn’t diminish. Earlier this year, the company announced a new customer service solution, which would take advantage of existing Zoom capabilities. By pulling together some existing functions, the company was able to offer a customer service experience inside the Zoom tool set. Now, the company announced plans to extend that by acquiring Solvvy, a nine-year-old startup that concentrates on conversational AI. With Solvvy, the company gets more automation and intelligence and the ability to clear routine questions without having to speak to a person.
13.05.2022
Tidio, a platform that aims to become a one-stop shop for companies corresponding with customers across different channels (e.g., email and SMS) has raises $25M. Leveraging a combination of live chat apps and AI-powered chatbots, as well as analytics, Tidio attempts to scale customer service operations even at small companies without the benefit of dedicated staff. Customer service automation platforms like Tidio aren’t exactly cutting edge. To name a few, there’s Ultimate.ai, a data-ingesting, bot-builder platform and Ushur, which offers a service for businesses to create AI-based communication flows. Ada also slots into the category — it features chatbots powered by a natural language processing engine.
13.05.2022
Lang.ai, a startup developing a platform that automatically tags customer conversations to resolve service issues ostensibly more quickly, has raised $15M. Lang uses AI to extract concepts from customer requests in existing help desk platforms like Zendesk and Intercom. The no-code product appends incoming messages, including emails and texts, with labels like “Talk to agent,” “Delivery issue” and “Platform question.” Using Lang, companies can visually group concepts identified in customer support data and set up automations that trigger with specific labels (e.g. respond to questions about package deliveries with boilerplate text).
12.05.2022
Zeals, a Tokyo-based startup that lets businesses communicate with their customers via its chat application, has secured $27.2 million. Conversational commerce, a term coined by former Uber employee Chris Messina in 2015, enables online businesses to sell their products and services through messaging and chat apps like WhatsApp and Facebook Messenger. The coronavirus pandemic has fueled messaging apps to be the medium for personal, business or commerce to interact with each other. Zeals currently serves more than 400 enterprises, including Toyota dealerships, Shiseido and NTT Docomo.
04.05.2022
Google and SAP have partnered around a number of different projects over the years and Google Cloud, just like its competitors, is a strategic cloud partner for RISE with SAP, the German enterprise software company’s program to help its customers move to the cloud. Today, the two companies announced a rather substantial expansion of their partnership that introduces a deep integration between SAP S/4HANA Cloud, SAP’s flagship enterprise resource planning (ERP) system, and Google Workspace. This new native integration will allow SAP users to access data from S/4HANA and work with it collaboratively in Google Docs and Sheets, all while seamlessly importing and exporting this data between the two systems. While the two companies are currently piloting the integration with a select number of customers, the initial set of features will launch as a standard feature for S/4HANA Cloud later this year.
04.05.2022
Mosyle, a mobile device management platform for Apple devices, has raised $196 million. This funding round comes as Moysle introduces a new product, Apple Unified Platform for Business. Mobile device management, or MDM, lets IT admins monitor and manage devices like smartphones, tablets, and laptops that access business data. MDM is an increasingly useful technology as more and more businesses count on employees using personal devices to access company apps, which is no doubt why Apple has over the years released MDM features aimed at enterprise customers. Araujo makes the case, however, that MDM with Apple devices remains fraught from a security and privacy perspective.
03.05.2022
Valence, a growing teamwork platform, has raised $25 million in a Series A. What constitutes a “teamwork platform,” exactly? Valence describes it as a set of tools for talent and development, specifically teams-based coaching, in an organization. Valence lets managers track team performance by certain metrics and, if they deem it necessary, intervene with “guided conversations.” To wit, the platform has team members complete surveys that ask them to rate the truthfulness of statements like “We make decisions quickly” and “We focus on the most important things.” Based on the responses, Valence generates a discussion guide for managers as well as area-of-focus recommendations.
29.04.2022
Vercom, a cloud communication platform (CPaaS – “communications platform as a service”) has acquired marketing automation startup MailerLite — based out of Lithuania — for $90 million. For Vercom the acquisition of MailerLite opens up entirely new growth opportunities - not only a jump increase in the scale of operations, but also a strong entry onto a fourteen times larger, global market. This also will ensure the company the potential for further dynamic organic growth in the years ahead. With impetus Vercom is joining the global CPaaS players, such as Twilio and Sinch.

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