A leading consumer experience (CX) software provider, SugarCRM Inc. has acquired Node Inc., an AI platform that utilizes CRM data and huge external sources for delivering unparalleled level of predictability for a wide range of distinct businesses use cases. Through this acquisition, SugarCRM will drive its time-aware CX platform by forecasting expected outcomes automatically and highlighting previously  unexpected challenges and opportunities.

The deal is apparently the latest move by the company in a series of innovations to support Sugar’s vision for the next level of high-definition customer experience (HD-CX), starting last year when it had launched time-based, no touch CX solutions for sales, marketing and service teams.

Understanding and making proper use of data is a constant issue for organizations, as deep learning models seem to be limited by the quality as well as quantity of input data that are historically accurate or incomplete in real-life CRM implementations. The deep learning models of Node can identify signals with a 81 % greater accuracy as compared to heuristic-based approaches for delivering tangible benefits of true predictability and heightened performance.

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For the record, over 4,50 companies across 129 countries leverage SugarCRM for their business. It is based in Silicon Valley, California and is backed by Accel-KKR as the key investors.

The time-aware sales, marketing and service software from SugarCRM allow businesses to deliver HD-CX. For mid-market firms and those who want a CX-driven platform, SugarCRM providers teams the time-aware customer data they require for achieving a clear view of the customer and attain new frontiers of business performance as well as predictability, increasing customer lifetime value.

SugarCRM CEO, Craig Charlton believes that achieving a HD view of business and customers, from pipeline to forecasting, involves replacing a fragmented, old and distorted picture with one that is sharply focused, rich in breadth and depth.

Charlton added that the company is working towards democratizing artificial intelligence, bringing a new frontier in CX through a powerful combination of time-aware, data enrichment and AI for driving business performance and allow predictability for organizations of all sizes.

Source Credits: https://www.sugarcrm.com/press-releases/artificial-intelligence-hd-cx/