Announcements at JiveWorld16

As part of the product keynote sessions Jive is unveiled the next generation of interactive intranet and customer communities. In addition, Jive unveiled how the WorkHub and new Jive Identity Service will unite all aspects of a person’s business ecosystem – from colleagues across a company to individual teams, to external stakeholders such as customers and partners – all in one, seamless collaboration experience.

Jive announced enhancements to Jive’s Employee Engagement solution, Customer Engagement solution and Jive Chime.

For the Employee Engagement solution, Jive is announced the following enhancements:

  • Corporate communications bundle: Jive’s new, out-of-the-box solution for internal communications teams includes simplified content publishing capabilities for rich, beautiful blogs, images and videos, auto-subscribed targeted news streams, a configurable news page and personalized email digests to draw users into the community, as well as impact metrics for message reach and sentiment.
  • Mobile intranet enhancements: The latest update to Jive Daily encourages visual storytelling by allowing users to take or add a photo from their mobile devices and share it directly into their community. Other features added in today’s Jive Daily release include the ability to mention places and create documents. Near-term feature enhancements include localization, enhanced metrics, additional enterprise security requirements and image collections.

For the Customer Engagement solution, Jive is announced:

  • New events center: In the coming months, Jive will help make employee and customer community events even more useful and engaging through the ability to directly manage an event lifecycle from before to during and after the event. Additionally, a new event performance dashboard will show the number of attendees and their engagement at-a-glance, as well as post-event success metrics, sessions grading and much more.
  • New social listening integration with Sysomos: Brands soon will be able to route relevant conversations on social media directly in Jive-x community, increasing brand affinity. This integration delivers the ability to listen and respond to over a billion conversations online, in real-time, by enhancing social interactions and dialogue with community members, and improving customer satisfaction along with lowering call center costs.

Enhancements Jive is making to the Jive for Healthcare Collaboration include:

  • Secure, HIPAA-compliant team messaging: Last year marked the launch of Jive’s real-time team messaging app solution, Jive Chime. Since then, Jive has developed a new hub set to connect clinicians in real-time. With Jive Chime for team collaboration, conversations are now actionable, items are easily tracked and users can set quiet hours and even connect via video.
  • Private support center for peer insights: With Jive’s healthcare collaboration solution, clinicians can search for, ask and answer questions from their peers, and interact with knowledge base documents. With these capabilities, healthcare providers have a simple, easy way to access pertinent information and opportunities to collaborate with leaders in their fields.

The competition is heating up. Collaboration with employees and customers is key. Will be interesting to see where this industry goes! If you want more information about the ROI of online communities – both the ROI of internal communities and externally facing communities – here’s my latest report with updates for many categories of ROI.

@DrNatalie, VP and Principal Analyst, Constellation Research

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Microsoft and Salesforce Strengthen Strategic Partnership at Dreamforce 2015

Sometimes it does take a village. Yesterday’s product development would have been a bunch of developers, with lot’s of diet coke, cheese burgers and very late days and nights programming like crazy. But today, product development has changed. How? More and more companies are collaborating. Why? It does take a village to create internal collaboration employee experiences and external-facing customer experiences that even begin to meet what people want.

And that’s what is significant about today’s announcement about Microsoft Corp. and Salesforce’s plans to extend their strategic partnership to connect the Salesforce Customer Success Platform to Microsoft Office productivity apps and services. The two leaders plan to deliver new solutions that integrate Salesforce with Skype for Business, OneNote, Delve and Windows 10 to empower companies to connect with their customers and collaborate more effectively.

What possibilities does the collaboration bring to the table? Microsoft and Salesforce have committed to working together to bring the following solutions to life:

  • Skype for Business Integration with Salesforce Lightning Experience: Salesforce will integrate Skype for Business (formerly known as Lync) into its new Lightning Experience, a modern and re-imagined Salesforce that combines an intelligent new user experience with proven best practices that enable people to work faster and smarter. Office 365 customers will be able to use Skype for Business to create Web meetings, determine if colleagues are online or not, click to chat and make voice and video calls from the Salesforce Lightning Experience. A preview is anticipated in the second half of 2016.

  • OneNote Integration with Salesforce Lightning Experience: Users will be able to associate notes with Salesforce records, and view and edit notes directly in OneNote from the Salesforce Lightning Experience. A preview is anticipated in the second half of 2016.
  • Salesforce Integration with Office Graph and Office Delve: Enabled by the Office Graph, an open ecosystem for sharing, collaboration and discovery, Office 365 users will be able to view and discover Salesforce content in Office Delve, such as sales opportunities, customer accounts and service cases. Availability is anticipated in the second half of 2016.
  • Salesforce1 Mobile App for Windows 10: Salesforce will deliver a Windows 10 app to empower sales teams to move deals forward while on the go, using their favorite Windows device. Availability is anticipated in the second half of 2016.  

What are some of the comments on this collaboration? 

  • “Customer success is at the heart of everything we do at Salesforce, including our partnership with Microsoft,” said Marc Benioff, Chairman and CEO, Salesforce. “Our collaboration has been so successful, now we’re doubling down and delivering even more innovation that will help our mutual customers be more productive and connect with their customers in a whole new way.”

  • “Furthering our mission to empower every person and organization on the planet to achieve more, is the motivating force behind our partnership with Salesforce,” said Satya Nadella, CEO, Microsoft Corp. “As a platform and productivity company, we are focused on bringing together the best of Microsoft Azure, Office and Windows with partners like Salesforce to empower our mutual customers to network, collaborate, communicate and discover information in more effective ways.”
  • “As a global company with more than 400 brands, we are always looking for ways to strengthen collaboration across departments and take the complexity out of work,” said Paulo De Sa, VP Employee Services Technology, Unilever. “Together, Salesforce and Microsoft Office are helping us create an integrated digital workplace where our 170,000+ employees around the world can be more productive and connect with each other and with customers like never before.”

The Two Companies Are Building on a Foundation of Success
These new integrations will build on existing joint solutions that enable mutual customers to be more productive than ever before, including:

  • Salesforce Files Connect integration with SharePoint and OneDrive for Business

  • Salesforce Wave Connector for Excel

  • Salesforce integration with Power Query for Excel

  • Salesforce Mobile SDK for Windows

  • Salesforce1 for Windows 8.1 Phone Preview

  • Power BI for Office 365 integration with Salesforce.

My POV: I am very happy to see collaboration at this level. For two reasons. One is reducing attrition. Millennials have expectations of work that the Baby Boomers didn’t. At least up until now. Now even Baby Boomers want more from their workplace. And the second reason is because customers want an experience that is going to keep them from defecting. Instead of trying to dominate the marketplace, these two companies see the wisdom in the collaboration. Never before does 1 + 1 = 6. Did I add that wrong? Nope. What I mean by that is, in the name of collaboration, the value is exponential to all those involved.

To Learn more about the partnership visit: http://www.salesforce.com/microsoft

@DrNatalie, VP and Principal Analyst, Constellation Research

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Jive Circle: Useful Employee Directory App That’s A Secure Way To Quickly Search, Discover And Connect With Colleagues

Jive Software, Inc. (Nasdaq: JIVE), announced a new mobile application with the release of Jive Circle.  Jive Circle is a secure app for employees to quickly search and discover other employees in their organization. Jive Circle seamlessly integrates with the Jive Chime real-time messaging app, which provides employees a fast way to connect with colleagues.

I generally don’t write about the future of work or employee-facing applications. However, I see the importance of them. Why are they so important? I cover the customer-facing applications. And how an employee treats a customer is directly related to how they feel about the company they work for, the tools they have to work with and how easy it is to get their work done. If the employee experience is bad, it’s difficult to expect the customer experience to be good.

With the world increasingly mobile and with workforces are more dispersed than ever, people are looking for new ways to instantly reach colleagues. Jive Circle, is driving innovation in the way employees connect. And when employees connect, customers get the help they need, and the customer experience is better. It’s really that simple.

Mobile directory for employees @drnatalie natalie petouhoff JIVE Circle

 

 

 

 

 

 

 

 

What is Jive Circle? It’s a:

  • A dynamic employee directory for quick search, discovery and connection with teammates. Employees can quickly search a visual organization chart and identify subject matter experts across the organization. A simplified browse feature allows employees to easily filter and find information about their colleagues. Once a colleague is identified, a press and hold feature prompts connection icons for immediate contact via click-to-call, email or Jive Chime. Soon, Jive Circle will also feature a new calendar sync function that gives insight into who within the organization is joining meetings.
  • Enhanced security with the ability to add, edit and deactivate users. An ISO 27001 certified company with more than fourteen years of experience in the communications software space, Jive developed Circle with industry security best practices such as third-party testing and leverages the security of the Amazon Web Service environment. Additionally, IT administrators can easily import employee information to create accounts and build out their organization for the app, plus Jive Circle is built as SaaS, cloud-based software, which does not require any IT maintenance or installation.

If you are really curious, go see more at www.jivesoftware.com/circle. You can subscribe to updates regarding the Jive Circle early access program. It is available across iOS and Android devices.

How are your employees connecting to make better customer experiences?

@DrNatalie VP and Principal Analyst, Constellation Research

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