Service Cloud Workforce Engagement is a new workforce planning product that uses artificial intelligence to help service leaders predict how many requests will come into the contact center, and on which channels - including phone, email, web chat, text and social. But in this new environment, it’s critical more than ever to have the right customer service agent -with the right skills -talking to the right customers at the right time. For example, with retailers seeing less in-store foot traffic, service associates working on the store floor need to have the ability and the training to also support digital requests in the contact center. For the first time, customers can connect their existing phone systems into Service Cloud Voice with Service Cloud Voice for Partner Telephony, creating a unified agent and digital channel experience to deliver faster, smarter and more personalized service.īusinesses have had to rethink their operating model and create a more flexible workforce. Service Cloud Voice brings together phone, digital channels and CRM data in one central view for service agents, and offers the agent real-time call transcription and AI-powered guidance on recommended next steps. COVID exposed an opportunity to deliver great service from anywhere.
With many contact center leaders planning to maintain remote or hybrid work, old ways of working - like handling one support channel at a time or looking over a desk to ask a coworker or supervisor for help - are now obsolete. Today’s announcement includes key updates to Service Cloud Voice, Workforce Engagement, Visual Remote Assistant, and more, all applicable across industries from retail to manufacturing. Service from Anywhere with Service Cloud 360įor companies to thrive, they need to make every customer engagement - from online to curbside to in-person - more valuable and empower their service employees to quickly help, whether they are working from home, are in the field, or working in a hybrid model. At the same time, agents were reeling from a monumental surge in the volume of customer requests across all digital channels and new, in-demand experiences like appointment setting and curbside pickup. Over the last year, service agents moved quickly to work from their kitchens and living rooms, but relied on legacy technology-disparate, on-premise solutions and spreadsheets-that wasn’t designed to manage globally distributed workforces. Salesforce, the global leader in CRM, introduced the next generation of Service Cloud – technology to support changing customer service expectations and provide connected, personalized service from anywhere on one digital engagement platform. New Service Cloud innovations give organizations the technology they need today to support agents working from home, in the field or in a hybrid model – all in one system. 88% of service professionals report that the pandemic exposed technology gaps in their jobs.
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