SugarCRM recently announced that it has added its SugarPredict AI solution to SugarLive, its multichannel customer communications application, and has outfitted it with new sentiment analysis features. These features will help sales and service teams assess the emotional state and intent of the customers and prospects they interact with, empowering them to build stronger customer relationships.
SugarCRM is a marketing, sales, and customer service platform providing users with a detailed picture of the customer journey. The company has an open, transparent pricing system that allows customers to scale the product as their needs evolve. SugarCRM’s solutions include sales automation, customer service, on-premise CRM, small business CRM, and marketing automation capabilities that can each integrate with existing IT environments.
The new updates for SugarPredict use a combination of Natural Language Processing (NLP) and AI to evaluate and share customer sentiments with customer-facing teams. With access to this sentiment data, supervisors can evaluate the quality of the customer experience, assess the effectiveness of the customer journey, and extract insights to help sales and service teams improve performance.
Rich Green, the CTO of SugarCRM, says, “You rarely get a second chance to make a great impression with a customer; it’s profoundly important to get each and every interaction right and connect on a deeply human level. Sales and service professionals are under a great deal of pressure as a customer’s business can be won or lost in a single misstep. This is why we’re proud to be extending SugarPredict sentiment analysis to empower sales and service professionals on the customer front lines – where the battle for customer loyalty is waged on a daily basis.”
Learn more about SugarCRM.