"I wonder if it's a waiting game to see how the voice telephony market is going to shake out," France said, as customer service leaders take on more responsibility for their cloud software outside the confines of specialized contact center facilities traditionally hardwired by corporate IT.Quality customer service is based on building a trustful relationship between the customer and the company. That could change once contact center users show how they will rebuild their application stacks with cloud services post-pandemic. But it signals they probably aren't planning to - at least in the near term. Customers in some sectors were left anxious and frustrated during the transition.Ĭhery said that as customer service leaders put those problems behind them and reimagine the technology that supports their teams, Salesforce users will likely settle on some form of hybrid remote and in-person model.įrance said this puts Salesforce in an interesting position in regards to acquisitions: The partner agreements with Amazon and telephony vendors to come don't preclude Salesforce from acquiring a telephony provider for itself and making it native to the platform. While some contact centers might have supported remote agents, traditionally the contact center involved in-person work where many agents shared common spaces, with managers walking aisles and coaching agents. Pandemic changes call centersĪs the pandemic closed down offices in 2020, many contact centers were faced with technical challenges serving suddenly remote workforces. Examples of the bots include capturing service interaction data to create CRM sales leads and chatbot creation. Pre-Built Einstein Bots, in beta now and expected to be available in October, take common tasks for which Salesforce Service Cloud users have built bots and add AI to complete the tasks. "It helps bridge the generational divide, and helps facilitate that transfer of knowledge," Chery said. Salesforce Service Cloud Visual Remote Assistant gives technicians in the field a video connection to remote experts - or connects customers and remote assistants - to solve problems on site. Tools such as Virtual Remote Assistant can keep them on the job a little while longer, imparting their knowledge to younger agents and customers from afar. ![]() Some fields such as telecommunications and manufacturing services have a workforce populated with experienced agents who might be nearing retirement and don't necessarily want to reenter the field even after the COVID-19 risks subside. Salesforce released Visual Remote Assistant, a tool to connect remote technicians with customers or fellow techs out in the field via a video connection. "For a lot of companies, that line is getting very blurry, and if Salesforce can help its customers to see customer service as far more than a cost center. "Salesforce needs to show some leadership in what is becoming the biggest operational question companies are asking about customer service - and that is, what is the line between customer service and sales?" said Nicole France, an analyst at Constellation Research. ![]() While Salesforce already has an integration with Amazon Connect call center as a service and numerous others such as 8x8 and Twilio, these new integrations will make it easier to connect many telephony vendors to Einstein AI services and help make service data more visible across the Salesforce clouds. Service Cloud Voice is a bundle of services that turns phone conversations into live transcripts, over which AI can be run to make suggestions for live agents or bots to solve customer service issues. While Chery didn't divulge which partners will announce new telephony connections, she said many will be names familiar to contact center technology buyers. After its expected June go-live, there are about two dozen telephony providers who plan to announce integrations in the fall, according to Dana Foster Chery, vice president of product marketing at Salesforce. Service Cloud Voice for Partner Telephony is a new set of connectors that will integrate leading telephony providers to Salesforce AI services.
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