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News : Salesforce Reimagines Service Cloud to Transform Customer Service from Anywhere

#contactcenterworld, @salesforce

San Francisco, CA, USA, April, 2021 -- Salesforce, [NYSE: CRM], a global provider 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.

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. 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.

Today, parts of the world are beginning to re-open—53% of U.S. consumers plan to fly on a plane by the end of this year, and 97% plan to shop inside a store. Reopenings will also introduce a slew of new questions around updated policies, protocols, and safety measures. This adds a new level of challenge for agents, who will be on the frontlines, and who are already contending with increased workloads and more demanding customers. In fact, 82% of consumers expect to continue contacting customer service at pandemic-level rates yet just 36% of service professionals feel fully prepared to handle a surge in service and support cases.

"We are on the cusp of a great reopening of society, and companies know they need to move quickly to seize the moment," said Clara Shih, CEO of Service Cloud, Salesforce. "While customers and companies alike are eager to return to in-person experiences, digital behaviors we learned and grew accustomed to during the pandemic are here to stay."

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We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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According to a Forrester report authored by Kate Leggett, VP Principal Analyst, Forrester, "Customer service leaders must stay abreast of three megatrends in 2021 as they weather the storm: AI-fueled digital experiences underpin great customer service, modern agent desktops empower agents to best serve customers, and customer service technology enables resilience and sustainability.1

Service from Anywhere with Service Cloud 360

For 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. 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.

Modernizing the contact center

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. COVID exposed an opportunity to deliver great service from anywhere.

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. 

Businesses have had to rethink their operating model and create a more flexible workforce. 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. 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.

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. 

Automating digital service

Eighty-one percent of service decision makers report that they are accelerating digital initiatives, and in the past year Einstein Bot conversations surged 706%, while service channels like chat, messaging apps and video support saw double-digit adoption gains.

Scaling field service

Field service is undergoing a massive transformation as in person safety and new precautions and ways of interacting become essential for how businesses reopen and effectively stay open. Office buildings, sports stadiums, and malls will need to ramp up to address throngs of people excited to be back together in the community again. Sectors including food service, manufacturing, sanitation, and utilities in particular are increasing their use of Salesforce Field Service to prepare for the surge in infrastructure and servicing demands– everything from elevator maintenance, lights and air quality systems as people return to work, to concert and sports venues, airports, and museums. These indoor spaces have largely sat vacant for the last 12 months, and require checks and maintenance before they are ready for prime time.

The Estée Lauder Companies: "At The Estée Lauder Companies, we look to bring high-touch service to every aspect of our business. Having a 360 view of the customer within Salesforce gives us the ability to build empathy and a connection with the consumer beyond product questions and transactions. With Service Cloud Voice, we’re further extending our high-touch services by digitizing our phone channel, allowing our advisors to deliver personalized service supported by automation and intelligence," said Michael W. Smith, Chief Information Officer, The Estée Lauder Companies. "And now with Workforce Engagement, we can plan and optimize support across our channels globally."

SONOS: "Things are always changing so being adaptable — empowering your people to be able to do what they need to do in the moment — is absolutely critical for us," said Patrick Spence, CEO, Sonos. "Salesforce’s technology enabled us to both be successful having all of our employees working at home and also shift our business to direct-to-consumer, which allowed us to scale and support all of our customers as we hit a period of tremendous growth."
SmileDirectClub: "Empowering our Customer and Dental Care Teams with Service Cloud Automation tools has been key to creating a single view of our customer and resolving their questions or concerns more quickly and with personalization," said Justin Skinner, Chief Information Officer, SmileDirectClub. "Service Cloud’s AI-powered workflows have streamlined things like our queue management process and made case tracking more visible for customers, saving our Care Teams’ time that can be spent focused on customer success."

#contactcenterworld, @salesforce

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.salesforce.com


About Salesforce:
Company LogoSalesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file management to help companies meet the complex challenges of global customer communication. The company has introduced sforce, a new service that will change how applications are built as significantly as salesforce.com changed how applications are delivered.
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Today's Tip of the Day - 5 Ways To Demotivate Staff

Read today's tip or listen to it on podcast.

Published: Monday, April 26, 2021

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2021 Buyers Guide Cloud Contact Center Solutions

Page: 1234
1.) 
Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)

2.) 
Adversus Dialer

Adverus Dialer
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.

3.) 
Alcor Consulting, Inc.

HoduCC/VoipCor
Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.

4.) 
Amtelco

Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.

5.) 
Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

6.) 
Aspect Software

Aspect Via
Aspect Via is the premier large-enterprise cloud contact center platform and solution featuring best-of-breed contact management and workforce optimization applications. Cloud neutral technology enables businesses to choose the cloud, hosted or hybrid deployment environment they prefer.

7.) 
Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

8.) 
Britannic Technologies

INBOX
INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.

9.) 
Brook Trout Solutions

CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes:
CCaaS: Talk Desk, Five 9s, Nice, Genesys and more
SIP Trunks: Many Global Providers to lower cost and improve operational efficiency
SD WAN: Connect to customers rapidly with the latest network technology to scale with flexibility.
Our service are at no cost to our customers. We look forward to meeting you!

10.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

11.) 
Call Tracking Metrics

CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.

Conditionally direct calls, texts, chats and forms based on:

• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer

Say...
(read more)

12.) 
CallShaper

CallShaper
Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.

Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.

With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!

13.) 
Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.

14.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

15.) 
Connex One

Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.

16.) 
Consilium Software

Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
(read more)

17.) 
contactSPACE

contactSPACE
Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.

18.) 
Content Guru

𝘀𝘁𝗼𝗿𝗺®
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.

Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.

19.) 
Convoso

Convoso is the #1 dialer software for outbound lead gen/sales-related contact centers. Our cloud-based omnichannel solution solves the biggest frustrations call centers have with their dialer, including:

*Caller ID reputation
*Call flagging/blocking
*Low contact rates
*Limited insight into list performance
*Time wasted resetting lead lists
*Dropped calls
*Poor answering machine detection

Customers report dramatic increases in contact rates of up to 300%, delivering more conversions and significantly improved ROI.

20.) 
CSX Cloud

CSX Cloud
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
 
Page: 1234

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