Nucleus Research CRM Technology Value Matrix 2019
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Omnipresence continues to invest in functionality that leverages both its subject matter expertise and the strength of the Microsoft platform.
Indegene offers customer engagement solutions for customers across the healthcare industry. It entered a strategic partnership with Micosoft to bring its flagship product, Indegene Omnipresence, to market which leverages Microsoft technologies including Dynamics 365 CRM and Azure data and analytics.
The company differentiates itself through healthcare-specific advanced analytics and cognitive capabilities. It supports bot-creation to automate repeated tasks such as commonly received customer queries and integrates with social platforms like LinkedIn.
Indegene appeared in the Value Matrix for the first time in the Fall. Since then, the company has continued to invest in functionality that leverages both its subject matter expertise and the strength of the Microsoft platform, including advanced Azure capabilities and Power BI.
It has also invested in key areas such as marketing automation and expanded omnichannel capabilities with journey mapping features, event marketing and management, sophisticated consent management, and enhanced mobile and tablet support.
What is called the “Deep Customer Graph” capability aims to automate mining of rich life sciences data sets to help personalize interactions in ways beyond just customers’ historical response to outreach. We expect further capabilities and features (particularly on the AI and voice recognition front) to further improve its position as it approaches its planned mid-year 2019 release.
Indegene is still a young vendor in a competitive CRM marketplace. The partnership with Microsoft is key to fueling growth as it opens both partners up to cross-selling opportunities and provides brand recognition. Other major industry-specific players in the healthcare sector are built in Salesforce, so Indegene has an opportunity to position itself as the leading non-Salesforce CRM for health sciences. As it gains customers and incorporates new functionality, it will likely advance from the Core Provider quadrant of the Value Matrix.