Raúl Castañón-Martínez is a Senior Research Analyst at 451 Research, a part of S&P Global Market Intelligence, based in Boston. He focuses on business communications and collaboration technologies such as enterprise messaging, voice, bots and intelligent assistants, speech recognition and cloud communications.
Before joining 451 Research, he was a product manager at EMOSpeech, analyzing emotion recognition technology. At Comverse Network Systems, he gained significant experience in product marketing working with tier one mobile operators to define strategy, pricing and business models for voice and data products. Raúl is widely quoted in the top tier press, including publications such as Business Insider, CIO, Computerworld, Fortune and Wired.
The deal should enable Salesforce to enhance its Service Cloud customer service platform with the target's capabilities for building AI-enabled, omnichannel customer service agents. Coupled with the launch earlier this year of Salesforce's $500 million Generative AI Fund, the purchase also could portend future M&A.
The assistant is available throughout the entire platform at no additional cost for customers with paid services in their Zoom user accounts. This signals that the company continues to expand the depth of its portfolio, looking to compete head-to-head with the likes of Google Cloud and Microsoft.
The new offering should help the companies counter recent moves by Google Cloud and Microsoft, both of which introduced contact-center products last year. These initiatives underline how the convergence of CRM, customer experience and business communications is reaching a turning point.
The company, a leading contact-center-as-a-service provider, uses AI-driven experience orchestration to embed trust and security so that businesses can put customer data at the heart of all customer service interactions, across both voice and digital channels.
The vendor's platform is used by online merchants and stores to centralize customer interactions and deliver automated responses to common questions, helping them deliver a seamless journey for their customers. This should enable Gorgias to benefit from a growing demand for e-commerce technology.
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