The Latest BIG News from AWS, Vonage, Pegasystems, and Gartner

Popular stories from the last week that you may have missed

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BIG CX NEWS - BIG Customer experience news from CX Today
Data & AnalyticsLatest News

Published: July 7, 2023

Charlie Mitchell

From a first-of-its-kind integration service to stock surges, here are some extracts from our most popular news stories over the last seven days.

AWS Launches a No-Code Service to Connect Various SaaS Applications

AWS has launched AppFabric, a fully-managed service that allows users to connect several cloud-based applications across their organizations.

Think of it as a “cross-SaaS domain service”, which requires no development, enables tighter software integrations, and surfaces new opportunities for automation.

But that’s not all. As Adam Selipsky, CEO at AWSnotes on LinkedIn:

In just a few clicks, IT and security teams can connect, secure, and manage applications in one unified location.

Currently, AWS AppFabric connects 12 third-party SaaS applications. These include:

  • Asana
  • Atlassian Jira suite
  • Dropbox
  • Google Workspace
  • Microsoft 365
  • Miro
  • Okta
  • Slack
  • Smartsheet
  • Webex by Cisco
  • Zendesk
  • Zoom

These apps cover content management, customer relationships, enterprise communications, finance, and other arenas critical to CX.

However, expect this list to expand rapidly – as AWS has suggested it will – and cover many more business software classes. (Read on…). 

Vonage Goes Deeper on Conversational Commerce with New Innovations

Vonage has added a new mobile app, AI-powered widgets, and messaging channels to its Vonage Conversational Commerce solution.

These updates will enable organizations to improve their customer engagement across all channels, with live chat and messaging capabilities to enhance mobility.

Vonage, which was acquired last year by Ericsson, describes itself as a “global leader in cloud communications helping businesses to accelerate their digital transformation.”

Ron Maayan, SVP of Product for Vonage, said: “As technology advances and customer expectations evolve, businesses must innovate and find new ways to connect with their customers.

“With Vonage Conversational Commerce, we are meeting these expectations and exceeding them by providing seamless and personalized interactions at every touchpoint.

These latest enhancements represent our commitment to continuously push the boundaries of conversational commerce and empower businesses to create meaningful, lasting relationships with their customers.

New Mobile App

The new mobile app for Vonage Conversational Commerce can be used on both iOS and Android to allow agents to access live chat features outside the office, enabling them to communicate with customers from anywhere.

They will be able to offer customers immediate support via real-time messaging, with the same tools available to them through the Jumper.ai unified dashboard, including CRM, customer information, resources, and other functionality. (Read on…). 

Pegasystems’ Stocks Have Surged. Here’s Why

Pega’s stock rose 14.13 percent yesterday, according to Nasdaq’s market data.

Normally, only a big announcement or earnings result would have such a sudden impact on share prices.

Yet, the CRM provider owes these significant gains to the positive coverage from a single analyst, according to Motley Fool.

Daniel Ives, Senior Equities Research Analyst at Wedbush Securities, changed his rating of the stock from ‘neutral’ to ‘outperform’, with an increased one-year stock price target of $65, 15 dollars higher than previously.

The analyst did so after noting Pega’s swelling subscription revenues and growing margins from its SaaS services. The latter reflects a hike in its sales performance.

Meanwhile, his report also highlights how the $2BN judgment against Pegasystems – following a lawsuit from Appian – has mostly been accounted for in Pegasystems’ stock. Ives stated:

Pega will have to likely pay a small settlement at the end of the day that is significantly less than the original judgment… ending the nightmare this lawsuit has caused.

Yet, perhaps the most interesting part of the reasoning for Ives’ upgraded rating of Pega was its developing “AI story” – with an emphasis on automation. (Read on…). 

Gartner Dissects How AI and Analytics May Change Business Decision Making

A Gartner survey has found 79 percent of corporate strategists believe that AI, analytics, and automation will be crucial in ensuring their business success over the next two years.

They also reported that 50 percent of strategic planning and execution could be automated. Currently, only 15 percent of these activities are automated.

The survey took place between October 2022 and April 2023, with 200 corporate strategy leaders from North America, Western Europe, Asia, and Oceania.

David Akers, Director, Research at Gartner, said:

Leveraging analytics and AI for more efficient, insightful strategy decisions is one of the biggest challenges, and opportunities, corporate strategists face this year.

“For years, strategists have told their businesses: If you want to stay competitive and effective, you need to go digital.

“Now, they appear ready to apply that guidance to their own workflows.”

Most strategists said they already use descriptive and diagnostic analytics, but only a minority had deployed advanced analytics tools, including:

  • Predictive analytics (41 percent)
  • Graph analytics (36 percent)
  • Prescriptive analytics (26 percent)
  • Machine learning (20 percent)
  • Natural Language Processing (23 percent)

The analytics tools being used the least among respondents were geospatial analytics (16 percent) and digital twins (eight percent). (Read on…). 

 

 

Brands mentioned in this article.

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