Infor cited for usability, functionality of customer-experience suite

CLOUD applications provider Infor said it has been named a leader in the Nucleus Research Customer Relationship Management (CRM) Value Matrix for the first half of this year.

This achievement could be attributed to the ease of utilization and workability of the company’s customer-experience solution.

CRM vendors included in the Matrix have significant investments in mobile capabilities; artificial intelligence (AI) and embedded analytics, which enable individual user-level personalization; and integration and orchestration that link customer data in meaningful ways across departments.

“In order to be competitive in CRM today, vendors need to deliver an ongoing innovation in upgrades that can easily be digested and adopted without too much disruption to the business,” said Rebecca Wettemann, vice president, Nucleus Research.

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“Leaders in the CRM Value Matrix are augmenting functionality with more embedded analytics and artificial intelligence, and advancing in usability both on the desktop and mobile devices. Those who haven’t modernized their user interface or made mobile design and configuration accessible for non-developers are lagging in the market,” she added.

For the latest Matrix, Infor has been cited for updates that it constantly incorporates to its Customer Experience (CX) Suite of applications.

Specific improvements to the CX Suite since the last study included out-of-the-box integration with Marketo, a bidirectional data sync and sales insight that is designed to give a holistic overview of a lead’s journey and behaviors, as well as embedded mapping services added to the geocoding and mapping functionality in Infor CRM Contour.

“Our vision is to empower sales and marketing professionals with the best and most effective tools on the market to help them connect, engage and create valuable relationships with their customers,” said Jason Rushforth, vice president and general manager, Infor Customer Experience.

“Infor is proud to once again be recognized by Nucleus Research for our continued efforts to innovate our products and support our customers,” he said.

Infor builds business software for specific verticals in the Cloud. With 16,500 employees, it serves more than 90,000 customers in over 170 countries worldwide.

In the Philippines the multinational has over 300 customers in various industries, such as food and beverage, fashion, logistics, and manufacturing and distribution, among others.

Given the strong digitization drive in this market, Infor is leveraging on the increased demand for AI across these sectors.

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Roderick L. Abad graduated from Pamantasan ng Lungsod ng Maynila, with a degree course in Bachelor of Arts in Mass Communication. He has 12 years of journalism experience, starting as a Special Features Writer in a major daily newspaper. In 2006, he moved to the BusinessMirror in the same capacity and, eventually, became a beat reporter. To his credit, he was a finalist in the 2011 Holcim Journalism Awards for Sustainable Construction and the 2013 Lasallian Scholarum Awards. He remains affiliated with the BusinessMirror as a contributor.