named a in the Gartner's
Magic Quadrant for
- Low-code platform
This week Helen Iron and Andrey Dovgan participated in Europe’s major event for the Call Centre and Customer Management industry. At this event they find themselves in the midst of great mix of presentations, vendor exhibition stands and other side events.
This post is aimed at anyone who wants to catch up with all the latest and greatest going on in call centers management, customer service, IT, and operations. We invite you to spot emerging trends and have a look on what was presented this year.
The first thing to mention is the strengthened presence of fully integrated, cloud-based interaction management systems. This trend was imminent, because multichannel customer interaction is a must now. On the other hand, cloud solutions beat on-premise systems thanks to their cost efficiency.
The other trending topic was a Customer Experience Management. The solution that was closest to CEM on this show was an Agent Desktop. BPMonline presented its own BPMonline CRM Agent Desktop that combines the features of a comprehensive process-based CRM solution and contact center automation system. There are two cool features that may catch your attention. First one is the Customer Centric Cross Sale Decision capability that guides agents during interaction with a customer. Second one is the unified window that enables agents to do 99% of their tasks in one screen, eliminating the necessity to switch between mazes of tabs and forms.
The final trend that we spotted was a prevailing interest to service desk solutions. Due to flat or shrinking budgets, many IT departments are coming under pressure to do more with less, all while expectations for greater IT responsiveness to organizational demands continue to rise. This spurs customer service professionals to find new IT solutions that will enable them to configure, automate and conduct customer service processes analysis in a way that will improve availability and service levels while reducing service costs.
Well, that’s it. Thanks to all who joined us during this event, we hope that our conversations were meaningful and helpful to you.
CEO and Managing Partner Creatio
The last 17 years have been an incredible journey for our team at bpm’online. When we started the company, it was just a handful of young graduates with big dreams, ready to work hard to achieve them.
Over the years, we have experienced lots of ups and downs of growing and running a business. However, there has always been one thing that inspired us: the powerful, unique solutions created on the bpm’online platform by our community of partners and customers, many of whom I am proud to call friends.
Our customers and partners use bpm’online platform and CRM solutions to bring business ideas to life through automation. Solutions that they create reflect unique differentiation of their companies, these solutions are their own creations. It is in the DNA of our customers and partners to generate ideas, create, and to change the status quo. And we’re thrilled to honor and support the creators in each of them!
With that, I am very excited to share the news… Our company has changed its corporate and product names to Creatio!
The new name reflects our strong belief that everyone will become a developer, able to automate ideas and create custom solutions in minutes. We call these solutions “creatios.”
We have rolled out the Creatio renaming on October 30, 2019. I hope you’ll enjoy a recording of an online launch event at creatio.com/new-watch
While our name is changing, the strategy, products, our team and commitment to empowering our users with the best low-code / no-code BPM platform and sophisticated CRM products remain the same. The new name only reinforces our vision of creating a world where any business idea can be automated in minutes.
Please visit our FAQ page for more information on the renaming process. As always, I'd appreciate your feedback and I'm happy to answer any questions.
CEO and Managing Partner