The Record - Issue 18: Autumn 2020

22 www. t e c h n o l o g y r e c o r d . c om Gartner has positioned Freshworks as a visionary in customer relationship management software. Gartner’s 2020 Magic Quadrant for CRM Customer Engagement Center (CEC) report highlights that, “Consolidation of customer service functionality is redefining the CRM CEC. Artificial intelligence and increased investment in digital engagement are top priorities on vendors’ roadmaps.” “We are recognised as a visionary in the Gartner Magic Quadrant for CRM Customer Engagement Center report,” said Pradeep Rathinam, chief customer officer at Freshworks. “We believe in Freshdesk Omnichannel’s vision to enable digital transformation by providing a unified view of customer interactions across all channels.” Freshdesk Omnichannel was designed to improve operator productivity and enable seamless customer service experiences and now has more than 30,000 users worldwide. Microsoft and Human Horizons create AI vehicle assistant Human Horizons has partnered with Microsoft to create the HiPhiGo artificial intelligence assistant for its electric vehicle HiPhi, which will reach production by the end of 2020. Microsoft will provide expertise in computer voice and vision, natural language processing and search engine databases to enable seamless human- machine interaction. The HiPhiGo AI assistant will also allow Human Horizons to offer new in-vehicle experiences for the HiPhi using telematics. Freshworks positioned as a Visionary in the Gartner’s Magic Quadrant for CRM Customer Engagement Center MAR K E TWATCH SUSTAINABILITY Henson Group has become the only carbon-neutral the only carbon-neutral Azure Expert managed service provider worldwide. The company is committed to operating sustainably by continuously working to measure and reduce its carbon footprint across the globe, through initiatives such as leasing office space in Green Certified buildings, minimising business travel, purchasing energy-efficient equipment, and many other carbon-neutral activities. In pursuing these sustainable operations while delivering high- quality Microsoft services, Henson Group is preserving the equivalent of two football fields of forest each year that would otherwise have been removed. Microsoft is also accelerating its own efforts in this area. The company is driving hydrogen fuel cell development to provide clean power for Azure data centres during outages. The company has successfully powered a row of data centre servers for 48 consecutive hours using hydrogen fuel cells. The achievement is part of Microsoft’s commitment to becoming carbon negative by 2030. In addition, Microsoft has partnered with energy company BP to accelerate digital transformation in the energy industry and advance the net zero carbon goals of both companies. As part of the collaboration, BP will continue to use Microsoft Azure for its infrastructure and supply Microsoft with renewable energy. Microsoft and partners accelerate sustainable operations *Gartner, “Gartner Magic Quadrant for CRM Customer Engagement Center”, Brian Manusama, Nadine LeBlanc, June 4, 2020.