C3.ai, Microsoft and Adobe announced on October 27 the launch of C3 AI CRM, powered by Microsoft Dynamics 365. It is their first enterprise-class Customer Relationship Management (CRM) solution. Based on AI, it has been specifically designed for each industry, integrates with the Adobe Experience Cloud and guides operations involving direct contact with customers through predictive business information.
Combining CRM software, Microsoft Dynamics 365 with Adobe’s leading suite of customer experience management solutions, and C3.ai’s enterprise-wide AI capabilities, C3 AI CRM is the world’s first AI-based, industry-specific CRM solution built with a modern AI-based architecture.
The tool integrates and unifies vast amounts of structured and unstructured data from enterprise and non-enterprise sources to provide a unified and federated picture for generating predictive, real-time information across the entire revenue supply chain, from the time of initial contact through to cash payment. Through integrated, AI-based, industry-specific workflows, C3 AI CRM helps teams to :
- Accurately forecasting revenues
- Accurately forecast demand for products
- Identify and reduce customer losses
- Identify high-potential prospects
- Find the next best offer and the next best product
- Perform segmentation, marketing and targeting, based on AI
Thomas M. Siebel, CEO of C3.ai, stated that in doing so:
“Microsoft, Adobe and C3.ai are reinventing a market that Siebel Systems invented over 25 years ago. The market dynamics and mandates of digital transformation have radically changed the demands of the RCMP marketplace. A general-purpose CRM file system is no longer sufficient. Customers today demand fully Artificial Intelligence-enabled, industry-specific solutions that provide revenue and product forecasts, as well as data on customer loss, next best product, next best offer, and readiness to buy”.
C3 AI CRM will enable brands to leverage their customer profiles in real time to orchestrate multi-channel journeys. The joint solution offers an integrated ecosystem that enables customers to leverage leading CRM capabilities, as well as an integrated ecosystem with Azure, Microsoft 365, and the Microsoft Power Platform.
The new software launched today is pre-configured and configured for the financial services, healthcare, telecommunications, oil and gas, manufacturing, utilities, aerospace, automotive, public sector, defense and intelligence sectors, enabling customers to deploy and operate C3 AI CRM and its industry-specific machine learning models. In addition, it leverages the common data model of the Open Data Initiative (ODI), facilitating the consolidation of customer data dispersed across the enterprise.
Satya Nadella, CEO of Microsoft said in a statement :
“This year has clearly shown that companies made stronger by digital technology are more resilient and better able to transform themselves in the face of radical changes such as those we are currently facing. Together with C3.ai and Adobe, we are bringing to market a new class of industry-specific AI solutions, powered by Dynamics 365, to help organizations digitize their operations and get real-time information across their entire business.
The three partners agreed to :
- Integrate Microsoft Dynamics 365, Adobe Experience Cloud (including the Adobe Experience Platform), and C3.ai’s industry-specific data models, connectors and AI models into a common go-to-market offering designed to provide an integrated suite of industry-specific, AI-enabled CRM solutions, including marketing, sales and customer service.
- Sell the industry-specific AI GRC offering through specialized sales teams to target corporate accounts in multiple industries worldwide, and through the appropriate agents and partners for each.
- Initially targeting vertical industry markets including financial services, oil and gas, utilities, manufacturing, telecommunications, public sector, healthcare, defence, intelligence, automotive and aerospace.
- Market the co-branded offering globally, building on the companies’ commitment to customer success.
Shantanu Narayen, President and CEO of Adobe, said :
“We are proud to partner with C3.ai and Microsoft to advance the imperative of digital customer engagement. Through the unique combination of Adobe Experience Cloud, the industry’s leading customer experience solution, with C3.ai Suite and Microsoft Dynamics 365, we will enable brands to deliver rich experiences that will drive business growth.”
Lorenzo Simonelli, president and CEO of Baker Hughes, continued:
“This is an exciting development of the progress being made in enterprise AI. This partnership between C3.ai, Microsoft and Adobe will bring a unique and powerful new GRC offering to the market. We are adopting AI in multiple in-house applications and in new products and services for our customers, thanks to our partnership with C3.ai. We look forward to offering the C3 AI CRM solution to our customers and benefiting from its in-house capabilities”.
Translated from Gestion de la relation client : C3.ai, Microsoft et Adobe lancent C3 AI CRM, alimentée par Microsoft Dynamics 365
