IBM and Salesforce StrengthenStrategic Partnership

IBM) and Salesforce (NYSE: CRM), the global leader in CRM, today announced an expansion of their strategic partnership, bringing together IBM Cloud and Watson services with Salesforce Quip and Salesforce Service Cloud Einstein to enable companies to connect with their customers and collaborate more effectively with deeper insights.
With this expansion, Salesforce has named IBM a preferred cloud services provider and IBM has named Salesforce its preferred customer engagement platform for sales and service.
“Naming IBM as a Salesforce preferred cloud services provider demonstrates the power of the IBM Cloud to help companies fundamentally change the way they do business,” said Ginni Rometty, chairman, president and CEO, IBM. “This expanded partnership builds on the combined power of Watson and Einstein to help enterprises make smarter business decisions.”

“The success of our customers drives everything we do at Salesforce, including our strategic partnership with IBM,” said Marc Benioff, chairman and CEO, Salesforce. “The combination of IBM Cloud and Watson services with Salesforce Einstein and Quip will deliver even more innovation to empower companies to connect with their customers in a whole new way, leveraging the power of the cloud and AI.”

As a part of this extended strategic partnership, IBM will build newIBM WatsonQuip Live Apps, bringing the power of Watson and Quip together. These interactive custom-built applications will be embedded directly into any Quip document to increase the effectiveness of sales teams across the lifecycle of an opportunity. With Quip’s document creation and editing platform, customers are able to bring relevant content, for any project, into a centralized document, removing the need to toggle between multiple windows and apps to get work done.

Building on the first IBM and Service Cloud integration, the companies will bring together the power of IBM Watson and Service Cloud Einstein to deliver new AI-driven recommendations for next best actions. Now, with AI driven predictive analytics, companies will be able to create personalized, customer-triggered interactions based on the latest call or messaging chat they had, to help build stronger connections with their customers.

Today’s news strengthens the partnership previously announced by IBM and Salesforce to deliver joint solutions that leverage the power of AI and enable companies to make smarter decisions, faster than ever before. With more than 4,000 joint customers, the partnership has already helped companies, such as Autodesk, implement new Watson solutions to connect more deeply with their customers.

“There is a perfect marriage between Salesforce and IBM,” said Rachael Cotton, senior manager, machine assisted service engagement, Autodesk. “Salesforce is where many companies like Autodesk house enormous amounts of customer data, most of which goes untapped. Combining the AI power of Watson and IBM Cloud with insights from Salesforce has helped Autodesk better understand its customers and ultimately create a transformed customer experience.”

Adaptive Intelligent Apps are powered by insights from the Oracle Data Cloud, which is the largest third-party data marketplace in the world with a collection of more than 5 billion global consumer and business IDs and more than 7.5 trillion data points collected monthly. By applying advanced data science and machine learning to Oracle’s web-scale data and an organizations own data, the new Adaptive Intelligent Apps can react, learn, and adapt in real time based on historical and dynamic customer data.

“The market opportunity for artificial intelligence and AI-enabled applications is substantial,” says David Schubmehl, research director, Cognitive/Artificial Intelligence Systems at IDC. “We expect this to be a rapidly expanding area for both enterprise and commercial development as organizations race to embed predictive and prescriptive capabilities into their applications portfolio to deliver smarter software solutions to customers. The success of these solutions greatly depends on the quality and quantity of the ingested data which determines the resulting recommendation, action, or output delivered. Vendors with a strong foundation of first and third-party data to fuel the machine learning have a clear and distinct advantage in the market providing strong targeted AI-enabled solutions for their customers.”

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