The Return of the Suite

by Thomas Wieberneit | Jan 15, 2019 | Blog

The suite is back. I have said and written that a good number of times in the past few years. And that is a good thing (that the suite is back, not that I said it, of course), because one of the major challenges with a best of breed approach is integration. The suite...

The Secret Sauce of Success – Recipe unveiled by the DC Office of Unified Communications

by Thomas Wieberneit | Nov 25, 2018 | Blog

Back in 2015 the Washington D.C. Office of Unified Communications (OUC) started a re-platforming exercise of their backbone from an on premise system to a cloud based customer service solution. The Washington, D.C. Office of Unified Communications manages...

Clash of Titans: Microsoft and SAP weigh in

by Thomas Wieberneit | Aug 28, 2018 | Analysis, Blog

A little recap As it has been some time since I published Clash of Titans – Platform Play, the first part of this little series, let me start with a little recap. The business applications market, especially the CRM market, is evolving fast. CRM has morphed from...

Clash of Titans – Platform Play

by Thomas Wieberneit | Aug 14, 2018 | Analysis, Blog

A lot has evolved since my Clash of the Titans post that looked into how the big 4.5 (Microsoft, Oracle, Salesforce, SAP, and Adobe) and others are positioning themselves and their platform in the greater CRM arena. First, the commoditization of the business...

Einstein smartens up Salesforce Service Cloud

by Thomas Wieberneit | Jul 23, 2018 | Analysis, Blog

The News A few days ago Salesforce released a new iteration of its Service Cloud Einstein after infusing its artificial intelligence, Einstein, into the Service Cloud in February 2017. This release comes with three major enhancements to the Service Cloud: Einstein...