Zendesk Unveils Next Generation of Conversational Messaging Experiences

Zendesk, Inc. has announced it acquired Smooch Technologies Holdings ULC, the Montreal-based company behind Smooch, a platform connecting businesses with customers to power more personalized and human conversations. The acquisition marks Zendesk's next step in delivering the best omnichannel experiences by connecting conversations between businesses and customers on any messaging channel--from websites and mobile apps to the world's leading messaging apps like WhatsApp and Facebook Messenger.

"We live in a messaging-centric world, and customers expect the convenience and interactivity of messaging to be part of their experiences," said Mikkel Svane, Zendesk founder, CEO and chairman. "As long-time partners with Smooch, we know first hand how much they have advanced the conversational experience to bring together all forms of messaging and create a continuous conversation between customers and businesses."

More than 75 percent* of all smartphone users now use messaging apps such as WhatsApp. Smooch is one of the largest providers of WhatsApp Business integration, and through Zendesk’s early access program, companies can now reach WhatsApp’s 1.5 billion users to manage service interactions and engage with customers directly through Zendesk Chat. This marks the continued expansion of Zendesk’s integration with the WhatsApp Business API into The Zendesk Suite.

Create a consistent conversational experience

Businesses struggle to manage the rapidly increasing number of customer inquiries across a variety of disparate channels. Smooch is the only messaging solution pulling in all customer conversations across web, mobile, and social messaging into a cohesive interface no matter what the channel is. As an API and SDK-based development platform built on AWS, Smooch’s acquisition furthers Zendesk’s commitment to an open, flexible CRM that businesses can harness to build and offer differentiated customer experiences.

“With their launch of Sunshine last year, Zendesk took the bold and disruptive step required to compete for and win the future of CRM,” said Warren Levitan, co-founder and CEO of Smooch  “The decision to combine forces with Zendesk and help further their CRM strategy will allow us to supercharge our existing mission for building the best customer experiences.  We are thrilled to be joining the entire Zendesk team, so many of whom we have had the pleasure to work with over the past three-and-a-half years.”

Together, Zendesk and Smooch will drive the next wave of connected conversations on a variety of messaging channels, including WhatsApp, Facebook Messenger, LINE, WeChat, Telegram, Twitter DM, Viber, Kakao Talk, SMS text, RCS and through native web iOS and Android apps. For example, with these expanded capabilities, an online retailer could seamlessly manage an issue with an incorrect shipment or return that starts on social messaging like WhatsApp and shifts to its own native messaging experience in one continuous, informed thread within Zendesk.

In addition to product enhancements, Zendesk announced a Conversation Solutions Team, which will support businesses seeking to leverage Smooch’s best-in-class conversation platform to craft personalized messaging experiences. This team can deliver customized messaging applications such as a global hotel brand that provides customers with a premium, omnichannel guest experience through the ability to message hotel staff on property in real-time for any needs across a range of messaging platforms. 

Empower a collaborative, cross-functional team

Businesses know that the need to connect and collaborate in real-time is critical, and Slack is the preferred communications channel for business. To provide the best experience and service, customer-facing employees need the ability to pull in subject matter experts quickly and easily. Zendesk today announced the general availability of Side Conversations for Slack. Side Conversations empowers teams to work seamlessly together with other departments or partners outside the company without leaving Zendesk. This is especially critical for sales and support who frequently work together to solve and prioritize customer issues. With Zendesk Sell and Support integration, service and sales teams can quickly partner to develop joint solutions with full customer context.

Suite expansion with new integrations

To make great customer experience accessible to everyone, Zendesk launched The Suite in 2018, and it quickly became the company’s most successful product launch ever, driving a 400 percent increase in our customers adopting omnichannel solutions. A core part of The Suite’s success is its robust and growing Zendesk Marketplace, which is expanding with the addition of new Suite Ready partners including Atlassian, Lessonly, Maestro, Stella, Tymeshift, Geckoboard, Statuspage and Ada. These integrations help businesses improve their customer experience (CX) operations in a variety of ways, including training and managing their workforce, tracking KPIs and goals, and monitoring their tickets for quality assurance.

The Smooch acquisition, WhatsApp and Slack integrations, and The Suite expansion were all unveiled at the one-day customer experience event, Zendesk Showcase, taking place in New York today.

Tata Motors Unveils India’s First Small Compact Truck – Tata INTRA

Key Highlights: Product

·            INTRA meets the evolving needs of the new age informed customer who seeks high revenues, low cost of ownership and superior vehicle performance leading to prosperity

·            First compact truck, conceptualized and engineered on a new Modular Platform

·            An all-new rugged & powerful COMPACT TRUCK range built on Tata Motors’ new ‘Premium Tough’ design philosophy

·            Ergonomically designed cabin with car-like design, steering comfort, low noise and comfortable seats - makes INTRA highly suitable for fatigue free long inter-city trips.

·            Best-in-class features in terms of vehicle power, acceleration, load carrying capacity, driving comfort, superior reliability and durable aggregates

·            Available in two distinct variants – INTRA V10 & INTRA V20, offering superior performance and best-in-class mileage

·            Both variants come with two trim levers, with higher trim having HVAC, music system, LED tail lamps along with enriched and colour coordinated interiors

·            Power train is tuned to suit various duty cycles using Gear Shift Advisor or Economy switch leading to enhanced fuel efficiency

·            Short turning radius allows easy manoeuvrability in high traffic intra-city trips

Key Highlights: Service

·            Intra customers will get the various benefits under Sampoorna Seva umbrella - including 24X7 workshop, attractive AMC packages, breakdown assistance and accidental insurance for drivers

·            Customer can enjoy benefits of TATA Samarth which offers health insurance, hospitalization cover, support in child education and financial literacy

Strengthening its position as pioneers and leader of the Small Commercial Vehicles (SCV) segment, Tata Motors, India’s largest commercial vehicle manufacturer today launched a range of new generation ‘compact truck’ – the Tata INTRA. Conceptualised post extensive market research and customer feedback, Tata INTRA is engineered and built to offer class-leading features, meeting the demanding and ever-evolving requirements of the SCV industry. Tata INTRA promises to deliver superior performance, increased pay-load capacity, high fuel efficiency and durability, all leading to significant increase in revenues and lowest cost of operation to the discerning owners.

With a best in class, 2512 mm x 1602 mm load body length, Tata INTRA comes in two variants- V10 and V20. The INTRA range starts from INR 5,35,000 onwards depending on the variant, thereby offering a superior value proposition to our discerning customers.

The Tata INTRA is powered by future ready engines, which are scalable to BSVI norms. The INTRA V20 comes with 1400 cc DI Engine with 52KW (70 HP) & INTRA V10 is powered with 800 CC DI Engine delivering 30KW (40 hp), offering quick acceleration, faster trips and low turnaround time. The vehicle has a standard power steering fitment and with low turning circle radius of 4.75m, it ensures easy manoeuvrability even on narrow and congested roads. The power train is tuned to suit various duty cycles using Gear Shift Advisor or economy switch, leading to enhanced fuel efficiency. INTRA also has a 5-speed gearbox with cable shift mechanism offering a pleasurable driving experience.

Speaking at the launch, Mr. Guenter Butschek, CEO and MD, Tata Motors, said, “As the leader in the Commercial Vehicle industry we are playing a key role in shaping the CV market by introducing global products based on deep customer insights. We have strengthened our actions under the ongoing turnaround. With intense sales activation, new product launches, continued thrust on cost reduction, we have been able to improve our CV business performance. We want to strengthen our leadership position across all segments we operate in. The Tata INTRA is a testament of our unrelenting commitment to introduce products that embody engineering passion and bolster customer value proposition and it will be a game changer for us in the SCV segment as it offers several industry-first features, setting high standards in the market.”

Commenting on the launch of Tata INTRA vehicles, Mr. Girish Wagh, President – Commercial Vehicle Business Unit, Tata Motors, said, “The customer preferences are shifting everyday towards better performance, advanced features and higher returns. After a thorough research, we learnt about the growing aspirations of the new age customers. These insights have helped us conceptualize and develop the Tata INTRA. It is ideal for customers who want to upgrade their commercial vehicles for higher business returns and lower Total Cost of Ownership (TCO), enabled by proven and reliable aggregates and driving comfort leading to longer, fatigue free drives. We have always led the industry and created new sub-segments to create demand. The launch of India’s first compact truck, fills an important gap in the Indian SCV market and we are bringing yet another game-changing product after our much successful product Tata ACE.”

Innovative Features:

The Tata INTRA has a boltable full forward robust body shell cabin and has been intelligently designed with a smart nose along with seatbelts with ELR (Emergency Locking Retractor). Built on a hydroformed frame, the INTRA is comparatively lighter. The smartly engineered cabin space, improved ergonomics and low NVH levels, boasts of stylish car-like interiors with sufficient storage capacity and comfortable seating, enabling drivers to operate fatigue free over long hauls, which in turn offers significant improvement in productivity. Modern features such as mobile charging point, electronic instrument cluster, big headlamps, large windscreen, lockable glove box, storage on dashboard & door trims, headrest for comfort while driving, pre-fitted music system and AC in the premium version to enhance the fatigue-free driving experience. The gear lever is mounted on the dashboard making longer drives comfortable and tireless for the driver. The front and rear rigid axles and leaf springs ensure superior load carrying capability and low cost of maintenance.

Network strategy and Aftermarket services:

The Company has the most extensive network and extended arm salesman in the form of Tata Gram Mitra, which will be leveraged to penetrate even into small towns. With this, we will be available at every tehsils (over 5000) to serve the customers. The vehicle comes with an industry best warranty of 2 years or 72,000 kms, supported by extensive countrywide network for sales, service and spare parts. The reliable and durable aggregates of TATA Intra combined with its best in class spare part prices ensures low cost of maintenance. Customers will benefit from host of excellent aftermarket support through value added services under the umbrella of ‘Sampoorna Seva’ including a 24X7 workshop, mobile workshops, AMC packages, breakdown assistance and accidental insurance for drivers of Tata INTRA. Customers will also be offered exclusive privileges under the “Samarth program” for driver wellness, which covers areas like Accidental insurance, hospitalization cover, financial counselling and educational assistance packages for their children.

Michelin Introduces the New “MICHELIN PRIMACY 4 ST” Tyres in India

Michelin announced the availability of its “MICHELIN Primacy 4ST tyres” in India. True to its mission of sustainable mobility, this latest update of the popular PRIMACY range, the new tyre is a reference in tyre safety.

After three years of development, this tyre provides a high level of performance on wet roads. Going with its tagline of “Safe when new, Safe when worn (1)”, MICHELIN Primacy 4ST tyres respond to the customers’ need for long lasting performance with exceptional braking results from new until it is worn (down to the level of the tread wear indicator) even when tested in the most demanding wet conditions. Thanks to the use of latest generation elastomers, the new MICHELIN Primacy 4ST tyre delivers a very high level of grip from the first to the last kilometer. To achieve this level of grip, the tread pattern has been optimized with a new design that reveals squarer and less tapered grooves.

Mohan Kumar, Executive Vice President Michelin India said: “We are delighted to bring MICHELIN Primacy 4ST tyres to India. Michelin  is committed to deliver long lasting performance from the first to the last kilometer. This new range will provide motorists with the pleasure of driving without compromising on performance, safety and longevity. Several Michelin patented technologies have been combined to provide this range  with very high performance levels due to a new rubber compound, and tread  pattern  that has been optimized to offer a high performance levels at the end of the tyre’s life.”

FOR SILENT AND COMFORTABLE RIDE (2)

The Evergrip Technology provides outstanding wet grip, thanks to a new tread pattern that provides >50% of additional grooves to evacuate more water (when new and when worn) compared to the previous generation tyre. New rubber compounds, stronger and more consistent bonding of rubber and silica ensure uniform energy dissipation of the tyre when in contact with the wet road for improved comfort. THE 2nd generation Silent Rib Technology provides a quiet, ride thanks to inter-locking bands between tread blocks that minimize air pumping sounds  as the tyre is rolling.

EXCELLENT WET GRIP

MICHELIN Primacy 4ST offers an excellent level of performance in braking on wet roads. When compared to competitor tyres in wet conditions, the new MICHELIN PRIMACY 4ST tyre brakes, on average, 2.3m shorter than its direct competitors and when tested in a worn condition, the tyre brakes 5.2m shorter than the average of the competitor tyres (3)

The new MICHELIN PRIMACY 4ST tyre also simplifies the reading of its wear level. In addition to the presence of a traditional tread wear indicators on the shoulder, it has a MICHELIN marking at the bottom of the tread grooves. These two methods allow users to quickly and simply identify the level of wear of their tyres.

The new MICHELIN PRIMACY 4ST tyre is a concrete demonstration of the Michelin Group’s strategy: consumers must be able to drive safely, throughout the life of the tyre, right down to the legal wear indicator of 1.6 mm. Designed for hatchbacks, entry-level to premium sedans and cross-overs, MICHELIN PRIMACY 4ST is already OE homologated by Mercedes, Volkswagen, Toyota for certain models in specific markets across the world.

Lowe’s Acquires Retail Analytics Platform from Boomerang Commerce

Lowe’s Companies, Inc. has announced it is accelerating its technology capabilities and focus on driving strong retail fundamentals by acquiring the Retail Analytics platform from Boomerang Commerce. The technology will be integrated into the company’s core retail business and bolster strategic and data-driven pricing and merchandise assortment decisions across Lowe’s businesses.

The platform provides a retail analytics solution that processes product and pricing datasets to convert them to insights and actions. The acquisition is designed to assist in modernizing and digitizing Lowe’s approach to pricing.

“One of the key components of our transformation here at Lowe’s is to modernize our technology. Pricing and Assortment Planning have been identified as strategic areas in need of modernization. And when we find the right assets available to buy and advance our strategy, we’ll do that,” said Seemantini Godbole, Lowe’s Chief Information Officer. “Adding this team and technology to our existing capabilities helps us leverage the right data quickly, effectively and successfully.”

Boomerang Commerce was founded by Guru Hariharan in 2012 and is based in Mountain View, California. Lowe’s acquisition includes the proprietary technology and tools for the Retail Analytics platform but excludes customer contracts and related confidential information and data. As part of the transaction, some associates from the Retail Analytics teams based in Bangalore and the United States will join Lowe’s. After this acquisition, Boomerang Commerce’s product CommerceIQ, which automates e-commerce growth for leading consumer brands, will operate as an independent business under the CommerceIQ.ai name with Mr. Hariharan as CEO.

“The Retail Analytics team is thrilled to join Lowe’s and has high regard for the company’s leadership in the home improvement industry,” Hariharan said. “This transaction culminates a successful relationship over the past four years.”

vivo Y91 Smartphone is Now Available with 3GB RAM at Rs 9,990

vivo, the global innovative smartphone brand, today introduced the latest Y91 variant with 3GB RAM to strengthen its Y-series portfolio. The new smartphone features a 15.80 cms (6.22) Halo FullViewTM Display to provide an uninterrupted viewing experience to the users. The device is packed with a massive 4030 mAh battery, a dual rear camera setup featuring a 13+2MP shooter complimented by a Front 8MP camera.

Available in Starry Black and Nebula Purple, the Y91 (3GB) will be available across leading online platforms (Flipkart, Amazon, Paytm), all offline partner outlets and vivo India E-Store at a price of INR 9,990.

Like all vivo devices, the Y91 (3GB) follows our commitment to ‘Make in India’ and is being manufactured at vivo’s Greater Noida facility.

Smile, you’re on Camera

The Y91 (3GB) has a super-clear 13MP main rear camera, and a 2MP secondary rear camera which captures depth-of-field information. Combined they have the power to rival even professional-grade bokeh shots. Just point, shoot, and become the focus of every shot.

The Y91’s sharp, 8MP front-camera captures more facial details. Its AI algorithm detects your gender, age, skin tone, skin texture, and lighting environment. It automatically delivers facial enhancements, personally customized to deliver the most beautiful results.

Say Hello to Halo FullViewTM Display

The all-new 15.80cm Halo FullView™ Display stands head and shoulders above conventional notch-displays, featuring a maximized screen-to-body ratio of 88.6%. The camera centered up top evokes the halo of a rising sun, casting its warmth and beauty upon the world. Its small size and clever design rewards users with a more expansive mobile viewing experience.

Juice-Up with a 4030 mAh Battery

The high-capacity 4030mAh battery is further complemented by an exclusive, smart power management system. It allows you to play at will, even when on the go, without worrying about running out of power.

Multitask With Ease

At the heart of the Y91 (3GB) lies the Qualcomm Snapdragon 439 octa-core processor with a 12nm design. This results in faster processing speeds while consuming less energy. Activate apps faster, switch between them seamlessly, and enjoy a smooth user experience. Moreover, the Y91 (3GB) can run multiple apps with ease, thanks to its 3GB RAM and octa-core processor. The 32GB (expandable up to 256GB) gives you ample freedom to download whatever you want.

Indian Economy Projected to Grow at 7.1% in FY’20: United Nation

The economy is projected to grow at 7.1% in fiscal year 2020 on the back of strong domestic consumption and investment but the GDP growth is a downward revision from the 7.4% estimated in January this year, according to a report by the United Nations.

The World Economic Situation and Prospects (WESP) 2019 Mid-year Update, released here Tuesday, said that the economy, expanded by 7.2% in 2018.

“Strong domestic consumption and investment will continue to support growth, which is projected at 7.0% in 2019 and 7.1% in 2020,” the report said.

The estimates for India, however, reflect a downward revision from the projections made in the World Economic Situation and Prospects 2019 report released in January this year. That report had estimated that India would grow at 7.6% in fiscal year 2019 and 7.4% in 2020. It must be noted that despite the downward revisions, India remains the fastest growing major economy.

The WESP mid-year update noted that growth projections for 2019 have been revised downward in all major developed economies. The growth outlook for many developing economies has also weakened, it said, adding that despite downward revisions, growth in India remains “strong” amid robust domestic demand.

“The global growth outlook has weakened amid unresolved trade tensions. Across both developed and developing countries, growth projections for 2019 have been downgraded. Alongside a slow-down in international trade, business sentiments have deteriorated, casting a cloud on investment prospects,” the report said.

Toyota Signs MoU to Set-Up Centre of Excellence at Manipal Academy of Higher Education

Key Highlights

* As a part of its commitment towards Skill Development, Toyota Kirloskar Motor (TKM) hands over engine kit to MAHE to enhance practical knowledge amongst engineering students
* Toyota’s objective is to achieve excellence in development of core employability skills, competency standards and training on advancement in technologies to meet the demands of varied industries globally
* Such initiative also aims to support Toyota’s social mission to enable Quality education amongst the youth of India
* The CoE would support trained human capital to understand and deal with the industry needs in a broad context and sustainable manner
* Toyota practices Kaizen “continuous improvement”, aligning with this philosophy - these skill centers will be evaluated & basis feedback, further skill level scale-ups may be considered in future
* This is Toyota’s 6thCentre of Excellence in the state of Karnataka

In line with its long-standing commitment towards Skill Development, Toyota Kirloskar Motor (TKM) signed a Memorandum of Understanding (MoU) to set-up a Toyota Centre of Excellence at Manipal Academy of Higher Education (MAHE), Karnataka. The concept of establishing Toyota Centre of Excellence at various colleges and institutes is to reiterate Toyota’s commitment to upscale skill sets and offer well expertized workforce to the automotive industry. Through this skill initiative, the institution can be equipped to impart high quality skill standards by providing expert trainers, facilities and equipment.

In order to enable in depth knowledge-base of engine composition at the grass-root level, Toyota handed over one cut section of the vehicle engine and an assembled engine to MAHE. The key focus is to provide comprehensive learning opportunities for the students, offering them a first- hand experience of the vehicle engine. The engine cut section will showcase the component set- up in an engine and its related functioning. While the engine assembly section helps the students to gain an insight of the real orientation of the assembled engine including the dismantling and re-assembling techniques, thus achieving high quality skill sets in engine operating mechanism as part of the Skill Enhancement program.

This initiative is fundamentally incorporated to pursue Toyota’s main objectives to promote, setup, monitor, govern and regulate institutions and academies for skill excellence through development of core employability skills, competency standards and to train on advanced technologies to meet the industry demands globally.

The event was graced by Dr. D. Srikanth Rao, Director, Manipal Institute of Technology, MAHE, Mr. Raju B. Ketkale, Sr. Vice President, Toyota Kirloskar Motor and Mr. Naveen Soni, Vice President, Toyota Kirloskar Motor, amongst other dignitaries.

Dr H Vinod Bhat, Vice-chancellor, Manipal Academy of Higher Education said, “Manipal Academy of Higher Education is happy to be associated with a brand like Toyota, which has a legacy of Quality and Excellence as their basic DNA. Being a pioneer in manufacturing cars of global standards, Toyota over the years has led by example of being a responsible corporate citizen through its various initiatives to cover broader societal issues.

As academicians, it is our responsibility to impart quality education to our students. Skill enhancement is of utmost importance for the socio-economic development of any nation. It is an honour for us to partner with Toyota. Through this initiative, I am confident that the students would gain a better insight into the complexity associated with the engine, which is an essential part of a vehicle, while enriching their learning experience and making it exciting.”

Expressing his views on the occasion, Mr. Naveen Soni - Vice President - Toyota Kirloskar Motor, said, “The quality of learning and education is very critical for the economic growth and development of a nation. Through the network of Centres of Excellence in association with various colleges and institutes across the country, which can help drive rapid, targeted improvements in the quality of training, we are striving to provide more comprehensive learning opportunities for the students at the grass-root level. Being a responsible corporate citizen, our objective at Toyota is to empower the students to be industry ready with desired skill sets and competencies, while contributing to the nations’ growth and Industry’s employability ratio.

We believe that such practical exposure would aid the students to cope with different levels of operations associated with automotive functional mechanisms, while making classroom learning more practical, interesting and interactive.

Toyota’s scalable and sustainable skill approach focuses to bridge the gap between India’s rapidly growing industrial sector with evolving technologies and availability of skilled workforce. Through these intensive skill efforts, we provide more comprehensive learning opportunities for the students at the grass-root level, thus standing strong by our commitment to offer the industry better skilled workforce for the future requirements.” He added.

The company has been tirelessly working towards enhancing the employability quotient in the automobile manufacturing industry across India by promoting unique skill sets.

As a part of its commitment towards developing world class skilled workforce for the emerging Indian Auto Industry, Toyota in 2007 established the Toyota Technical Training Institute (TTTI)

which offers a three-year rigorous full-time training in – Automobile Assembly, Automobile Paint, Automobile Weld and Mechatronics (a combination of mechanical and industrial electronics) to financially challenged students hailing from Below Poverty Line (BPL) families from across Karnataka. This institute exclusively emphasizes on over all development of the trainees as per industry requirements & towards “Perfecting people” and there by contributing young multi skilled, energetic, ideal students to the nation. Training Curriculum is a unique blend which focuses on the holistic development of Knowledge (16%), Skill (34%), Body and Mind (50%) of the students. Last year Toyota’s TTTI institute accomplished the key milestone of being selected for “Manufacturing Skill Transfer Promotion Programme” under the MoU signed by Ministry of Economy, Trade and Industry, Government of Japan (METI) and Ministry of Skill Development and Entrepreneurship Government of India (MSDE).

Some of the key highlights of TKM’s other skill initiatives follows:

·         Gurukul is a well-equipped learning center at TKM imparts diverse training to employees at all levels which helps them to improve their abilities and thoroughly fulfill their roles. Everyone who works in Toyota experiences 70% of their development through the job itself; and the experience serves as a driving force in developing the next generation.

·         Toyota Technical Education Program (T-TEP) provides technical know-how training to ITI students across India along with providing hands-on real-time experience within Toyota dealerships

·         Toyota Apprentice Scheme (TAS) – Under TAS, TKM has trained over 12,000 Apprentice Members (ITI, Diploma and Engineer) since 2002, which makes it one of the largest sources of providing such manpower to the industry.

·         National Skill Contest– Launched in 2014, National Sales & Service Skill Contest is an initiative that provides Toyota’s dealer sales & service personnel to showcase their skill levels with a view to identify gaps and improvise. Held at three levels – across dealership, regional and national levels, the contestants are evaluated on various parameters such as knowledge, process demonstration, soft skills and role plays among others. Continuous training skills are imparted to hone the dealer personnel skill sets to meet the growing expectations and deliver Toyota’s best-of-all Quality, Durability & Reliability for ultimate customer delight.