AWS has unveiled a preview of its latest CX offering: Salesforce Contact Center with Amazon Connect. This solution integrates Amazon Connect’s channels directly within Salesforce Service Cloud, offering businesses a seamless, unified platform for Contact Center as a Service (CCaaS) and CRM.
Skechers Boosts Direct-to-Consumer Sales with Ecommerce Platform Upgrades Skechers, now a global brand in 2024, credits its recent ecommerce platform upgrades for saving time and increasing direct-to-consumer sales. However, it wasn’t always equipped with the right technology to support its massive growth. During Salesforce’s Dreamforce conference in San Francisco, Eric Cheng, Skechers USA Inc.’s director
EVPassport, a global leader in EV charging networks, announced an expanded partnership with Salesforce to enhance its customer experience through the deployment of Salesforce Service Cloud. This initiative solidifies EVPassport’s standing as a top provider in the EV charging space, recognized for customer satisfaction, loyalty, and reliability. With Salesforce Service Cloud, EVPassport can deliver more
The rise of AI-powered solutions is transforming customer service, support, and automation. For organizations such as nonprofits, national associations, and large enterprises, delivering seamless customer experiences has become crucial. Salesforce’s Agentforce, a next-generation conversational AI tool, plays a vital role in this transformation. Designed to elevate customer support and interaction, Agentforce provides an intelligent and
Currys Expands Partnership with Salesforce partner to Enhance Omnichannel Retail Experience UK-based technology retailer Currys has expanded its partnership with a Salesforce partner to transform its omnichannel customer experience. The collaboration focuses on leveraging Salesforce Service Cloud, Commerce Cloud, and MuleSoft to drive innovation and streamline operations. Key initiatives in this transformation include re-platforming Currys’
In a strategic move to enhance its AI capabilities, Salesforce has announced the acquisition of Zoomin, a leader in unstructured data management solutions. This acquisition, expected to finalize in the fourth quarter of Salesforce’s fiscal year 2025, aligns with the company’s mission to dominate the enterprise AI landscape through its Agentforce platform. The acquisition further
Navigating the AI-Powered Contact Center Landscape: A Roadmap for Success With thousands of solutions in the contact center ecosystem, each claiming to offer “AI-powered, next-generation technology,” it’s easy to feel overwhelmed. Many of these claims are valid, as AI and machine learning are transforming contact centers and improving customer experiences. But with so many options
Set Up for Success: Tackling Critical Field Service Challenges with Connected Data and AI Today’s customers demand faster, more personalized service, and field service is no exception. Research shows that 74% of mobile workers report that customer expectations have risen, with 73% noting an increased demand for a personal touch. This is shaping key trends
HOLMDEL, N.J., Sept. 18, 2024 /PRNewswire/ — Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation and a part of Ericsson (NASDAQ: ERIC), is one of the first contact center providers to join Salesforce’s Bring Your Own Channel for Contact Center as a Service (BYOC for CCaaS) pilot program. With BYOC for CCaaS, Vonage Premier for Salesforce Service
Sprout Social Announces Integration with Salesforce Agentforce for Service Cloud Sprout Social (SPT) has unveiled a new integration with Salesforce’s (CRM) Agentforce assistant for Service Cloud. This partnership enables joint customers of Salesforce Service Cloud and Sprout Social to gather customer insights from social media and take proactive action to enhance customer experiences. These updates
Salesforce recently announced a strategic partnership with Monte Carlo, a leading fashion brand, to revolutionize the company’s consumer engagement across multiple channels. This collaboration will help Monte Carlo evolve from a winter-wear icon into a year-round favorite in India’s competitive fashion industry, appealing to customers of all ages while maintaining its legacy in winter apparel.
Managing Multiple Salesforce Instances: Challenges and Solutions For growing enterprises, managing multiple Salesforce instances can be a significant challenge. Each instance may house critical business data and processes, which often need to be consolidated, particularly during mergers, acquisitions, or different stages of Salesforce adoption. This consolidation is essential to reduce operating costs and enhance efficiency.
Salesforce has introduced new AI-powered field service capabilities designed to streamline operations for dispatchers, technicians, and field service leaders. Leveraging the Salesforce platform and Data Cloud, these innovations aim to expedite time-consuming processes and enhance customer satisfaction by making field service operations more proactive and efficient. Why it matters: Field service teams currently spend only
Assistance is crucial for complex issues, but for simpler problems, customers typically prefer the convenience of self-service tools like account portals, FAQs, and chatbots. This preference is especially strong among digital natives, such as millennials and Gen Z. However, deploying self-service tools requires careful planning. For instance, over two-thirds of customers abandon a company’s chatbot
Salesforce has unveiled new out-of-the-box service components, an automation tool, and a new app for Service Cloud customers, designed to help agents resolve customer cases faster and enable companies to scale their support operations efficiently. New Service Cloud Tools are here. Why It Matters: With 69% of agents reporting that balancing speed and quality is
