Contact Center Archives - gettectonic.com - Page 2
My Service Journey is Here
26Jul

My Service Journey is Here

Salesforce Launches My Service Journey: A New Product Discovery Tool for Customer Service Salesforce has introduced My Service Journey, its inaugural product discovery solution tailored for customer service. Currently in open beta, this tool assists users in exploring the features available in Service Cloud, ensuring that contact centers fully understand the resources at their disposal. This launch is noteworthy because discovering product capabilities within comprehensive platforms like Service Cloud can often be fragmented and challenging. While webinars, support documents, release notes, communities, and social media offer valuable insights, navigating 15 years’ worth of content to grasp the full extent of Service Cloud’s capabilities can be overwhelming. My Service Journey aims to streamline and personalize this discovery process, making it easier for users to find and utilize the features that matter most to them. Key Features of My Service Journey The Benefits and Future Plans for My Service Journey My Service Journey is designed to foster continuous innovation in contact centers, which is crucial as service leaders often struggle to advance transformation projects due to daily operational challenges. This tool provides a solid foundation for advancing transformation efforts, particularly for organizations using a comprehensive platform like Service Cloud. Currently, My Service Journey is available only in English and remains in beta, but Salesforce has ambitious plans for its future. According to Matt Kravitz, VP of Product Management at Salesforce: “We’re considering literal roadmaps based on specific business outcomes, with plans for a 20-step roadmap to guide users through different stages of adoption.” Salesforce also plans to introduce a generative conversational experience based on the solution’s one-pagers, allowing users to interactively query the tool for more information. Additional Service Cloud Innovations Alongside My Service Journey, Salesforce has launched two other noteworthy solutions for Service Cloud: Both the Service Innovations suite and the Business Rules Engine are available with a permissions set license for Salesforce Service Cloud. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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July 26, 2024in Salesforce Service Cloud
Salesforce to Boost Productivity and Customer Interaction
08Jul

Salesforce to Boost Productivity and Customer Interaction

Vonage, a global leader in cloud communications and a part of Ericsson, has announced that Endress+Hauser, a Swiss-based supplier of process and laboratory instrumentation and automation, has selected Vonage Contact Center for Service Cloud Voice to deliver consistent and personalized customer experiences across all channels. Salesforce to Boost Productivity and Customer Interaction With nearly 17,000 employees worldwide, Endress+Hauser sought to revolutionize their customer interactions. Vonage Contact Center for Service Cloud Voice seamlessly integrates with their existing Salesforce CRM, enhancing automation, intelligence, and engagement capabilities on a global scale. Salesforce to Boost Productivity and Customer Interaction Vonage is a trusted partner for Salesforce, offering a platform that enables businesses to manage, deploy, and consolidate multiple communication solutions for increased efficiency. Leveraging Vonage’s AI capabilities, such as real-time transcription and omnichannel routing solutions, Endress+Hauser can create deeper connections with customers and enhance agent experiences with a more informed view of the customer. Rob MacKenzie, Corporate Director of Sales Excellence at Endress+Hauser, expressed the importance of integrating communication channels to improve the customer experience, ensuring seamless interactions and capturing vital insights. Thomas Plack, SVP and Head of Industry at Salesforce Germany, highlighted how Service Cloud Voice empowers agents to handle calls and resolve issues seamlessly, enabling Endress+Hauser to adopt a proactive and personalized approach with their customers. Savinay Berry, Executive Vice President of Product and Engineering at Vonage, emphasized that Vonage solutions are tailored to organizations like Endress+Hauser, aiming to deepen customer engagement and enhance agent satisfaction. With Vonage Contact Center for Service Cloud Voice, integration with Salesforce optimizes efficiency and leverages AI-based capabilities to deliver a consistent and personalized customer experience. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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July 8, 2024in Salesforce, Salesforce Communications Cloud, Salesforce Einstein, Salesforce Experience Cloud, Salesforce Implementation Services, Salesforce Manufacturing Automotive Energy, Salesforce Optimization, Salesforce Service Cloud
mulesoft and healthcare
14May

MuleSoft and Healthcare

Driving Innovation in Healthcare Through Data Interoperability Healthcare organizations are navigating an unprecedented surge in patient data, which is critical for communication, research, and management. This data plays a pivotal role in modernizing healthcare and improving outcomes, particularly with the shift toward a Value-Based Care Model. However, 81% of IT leaders report that much of this data remains trapped in silos, hindering innovation and negatively impacting patient satisfaction. The Importance of Interoperability in Healthcare Improving Patient Outcomes and Managing RiskLeading healthcare organizations understand that achieving interoperability—seamless data exchange across clinical and non-clinical systems—is vital. Beyond supporting Value-Based Care, interoperability drives patient satisfaction, loyalty, and cost-efficiency. By enabling accurate data sharing, healthcare providers can: Interoperability also supports proactive preventative care, reducing long-term healthcare costs and boosting life expectancy. Regulatory Mandates: The Interoperability and Patient Access Final RuleSince May 1, 2020, the Centers for Medicare & Medicaid Services (CMS) have mandated interoperability through the Interoperability and Patient Access Final Rule. This legislation holds U.S. healthcare providers accountable for: Non-compliance can result in significant fines and public reporting of violations, further emphasizing the criticality of achieving interoperability. The Challenge of ImplementationDespite its clear benefits—improved patient outcomes, compliance, and cost savings—achieving interoperability poses challenges. Technological complexities and siloed data structures hinder seamless integration. This is where MuleSoft, a Salesforce company, provides a powerful solution. How MuleSoft Enables Interoperability in Healthcare Breaking Down Silos with API-Led IntegrationMuleSoft is a trusted partner for leading healthcare organizations, offering secure, scalable solutions to eliminate data silos. Recognized as a Leader in Gartner’s Magic Quadrant for iPaaS, MuleSoft empowers providers with its HIPAA-compliant Anypoint Platform, facilitating interoperability through API-led integration. Key Features and Benefits Transforming Healthcare with MuleSoft The digital transformation of healthcare is accelerating, driven by evolving regulations, patient expectations, and a dynamic global environment. MuleSoft stands at the forefront of this shift, empowering healthcare organizations to: By partnering with MuleSoft, healthcare organizations can embrace innovation and build healthier connections—one integration at a time. Contact Tectonic today to get started. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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May 14, 2024in Data, Mulesoft, Salesforce
Improve Customer Experience
18Oct

Shifting Trends in Customer Experience

Shifting Trends in Customer Experience Technology Amid Economic Challenges The customer experience technology market has expanded significantly over the past decade. However, the current economic climate is causing a slowdown in sales for this previously unstoppable industry. This shift reflects changes in how decision-makers approach purchasing customer experience software today. The Rise and Current State of CCaaS In recent years, there has been a surge in the adoption of CCaaS (Contact Center as a Service) within the customer experience technology stack. CCaaS is a cloud-based customer service solution that allows companies to operate a contact center without maintaining physical infrastructure or extensive on-premises equipment. Many leaders in CCaaS companies describe their current sales cycles as “weird,” indicating that inflation and global economic instability have finally impacted customer experience technology. Challenges in the Sales Process Brian Millham, Salesforce’s Chief Operating Officer, noted that Salesforce is experiencing “elongated deal cycles, deal compression, and high levels of budget scrutiny.” This means that getting a B2B sales prospect to say “yes” takes longer, clients are paying less, and more people are involved in the decision-making process, causing further delays. This results in frustration for software sales teams, uncertainty for marketing budgets, and broader impacts on related industries. Impact on Other SaaS Providers Workday, a SaaS application business, has lowered its revenue forecasts for the year, citing that larger customers are taking longer to finalize deals in a wavering economy. CEO Carl Eschenbach highlighted that although win rates remain strong, there is increased deal scrutiny compared to previous quarters. This sentiment is echoed across vendors selling customer experience or employee experience software. Marketing Budget Constraints Marketing leaders at customer experience software companies have described the current situation as a “tin-can” scenario when looking for marketing budgets. Despite many companies claiming that their customers are their top priority, economic anxiety leads to cuts in customer experience technology investments. Leaders are questioning the critical need for such technology, and many industries are answering with caution, reflecting a shift in technology purchasing decisions. The Role of AI in Customer Experience There were high expectations for new AI additions to software products, but the results have been mixed. Cosimo Spera, founder of Minerva CQ, noted that many companies testing AI solutions to improve customer experience have reported slow adoption by agents, resulting in increased agent handling time and costs without significant improvements in customer satisfaction or net promoter scores. Joe Fernandez, who founded Klout and is now building AllUp, remarked that companies are in a “wait and see” mode regarding AI, preferring to see stable outcomes before investing heavily in new products. Customer Experience Declines A recent WSJ article reported that customer experience in the U.S. has declined for the third year in a row, based on a Forrester report analyzing consumer perceptions. Consumers are skeptical, feeling that higher prices are not yielding better experiences. This global trend impacts various industries, underscoring the interconnected nature of today’s economy. Rethinking Contact Center Strategies Contact center consultant Michele Crocker, who has nearly 30 years of industry experience, advises companies to rethink their contact center operations rather than making sweeping cuts. She suggests optimizing organizational design and staffing, eliminating unnecessary recurring subscriptions, renegotiating vendor prices, auditing IT expenses, and considering more shared services. Crocker emphasizes the need for a leadership talent assessment to ensure the right leaders are in place to implement strategic growth agendas. She also highlights the potential savings in software costs through renegotiations and the importance of closely monitoring software licenses to avoid waste. A Contrarian Approach In times of economic downturn, a contrarian approach might be beneficial. Despite the slowdown in B2B spending, doubling down on customer experience initiatives could yield significant long-term benefits. Superior customer experiences lead to higher retention rates, increased word-of-mouth referrals, and greater customer loyalty. As many companies cut back on customer experience programs, those that maintain or enhance their efforts will be well-positioned to excel once the economy stabilizes. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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October 18, 2023in Technology
Salesforce Einstein and Einstein Automate
09Aug

Einstein Trust

Generative AI, Salesforce, and the Commitment to Trust The excitement surrounding generative AI is palpable as it unlocks new dimensions of creativity for individuals and promises significant productivity gains for businesses. Engaging with generative AI can be a great experience, whether creating superhero versions of your pets with Midjourney or crafting pirate-themed poems using ChatGPT. According to Salesforce research, employees anticipate saving an average of 5 hours per week through the adoption of generative AI, translating to a substantial monthly time gain for full-time workers. Whether designing content for sales and marketing or creating a cute version of a beloved story, generative AI is a tool that helps users create content faster. However, amidst the enthusiasm, questions arise, including concerns about the security and privacy of data. Users ponder how to leverage generative AI tools while safeguarding their own and their customers’ data. Questions also revolve around the transparency of data collection practices by different generative AI providers and ensuring that personal or company data is not inadvertently used to train AI models. Additionally, there’s a need for assurance regarding the accuracy, impartiality, and reliability of AI-generated responses. Salesforce has been at the forefront of addressing these concerns, having embraced artificial intelligence for nearly a decade. The Einstein platform, introduced in 2016, marked Salesforce’s foray into predictive AI, followed by investments in large language models (LLMs) in 2018. The company has diligently worked on generative AI solutions to enhance data utilization and productivity for their customers. The Einstein Trust Layer is designed with private, zero-retention architecture. Emphasizing the value of Trust, Salesforce aims to deliver not just technological capabilities but also a responsible, accountable, transparent, empowering, and inclusive approach. The Einstein Trust Layer represents a pivotal development in ensuring the security of generative AI within Salesforce’s offerings. The Einstein Trust Layer is designed to enhance the security of generative AI by seamlessly integrating data and privacy controls into the end-user experience. These controls, forming gateways and retrieval mechanisms, enable the delivery of AI securely grounded in customer and company data, mitigating potential security risks. The Trust Layer incorporates features such as secure data retrieval, dynamic grounding, data masking, zero data retention, toxic language detection, and an audit trail, all aimed at protecting data and ensuring the appropriateness and accuracy of AI-generated content. Salesforce proactively provided the ability for any admin to control how prompt inputs and outputs are generated, including reassurance over data privacy and reducing toxicity. This innovative approach allows customers to leverage the benefits of generative AI without compromising data security and privacy controls. The Trust Layer acts as a safeguard, facilitating secure access to various LLMs, both within and outside Salesforce, for diverse business use cases, including sales emails, work summaries, and service replies in contact centers. Through these measures, Salesforce underscores its commitment to building the most secure generative AI in the industry. Generating content within Salesforce can be achieved through three methods: CRM Solutions: Einstein Copilot Studio: Einstein LLM Generations API: An overarching feature of these AI capabilities is that every Language Model (LLM) generation is meticulously crafted through the Trust Layer, ensuring reliability and security. At Tectonic, we look forward to helping you embrace and utilize generative AI with Einstein save time. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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August 9, 2023in Artificial Intelligence, Data, Generative AI, Salesforce, Salesforce Einstein
Salesforce Service Cloud Einstein
09Mar

Salesforce Service Cloud Einstein

Einstein for Service is a robust suite of time-saving Artificial Intelligence features designed to empower agents in delivering exceptional customer service experiences. Salesforce Service Cloud Einstein-learn more. Customer service has evolved from being a cost center to a growth driver, and leading companies are prioritizing customer service to increase brand loyalty. In Service Cloud Einstein, various AI technologies, such as Machine Learning (ML), deep learning, predictive analytics, Natural Language Processing (NLP), and smart data discovery, work collaboratively to enhance customer support, providing faster and better service. Salesforce Einstein, recognized as the world’s first “generative AI” built for CRM, seamlessly integrates into multiple Salesforce products, including Marketing Cloud, Sales Cloud, and Service Cloud. Sales Cloud incorporates Einstein in the form of eight essential tools: Salesforce Einstein, since its inception in 2016, has been at the forefront of CRM AI technology, delivering personalized and predictive experiences for enhanced professionalism. Salesforce Service Cloud is a CRM platform focused on providing service and support to business customers. It is an extension of the Sales Cloud product tailored for sales professionals. Service Cloud Einstein is utilized by notable companies like Thomson Reuters, Southern Glazer’s Wine and Spirits, Cisco, and Skillsoft. Service Cloud Einstein benefits businesses by providing efficient customer service, with Einstein GPT responding promptly to inquiries, offering precise responses, enhancing customer satisfaction, and reducing resolution time. Studies show that in the same time 3 customers could be serviced before Service Cloud Einstein, now ten can be taken care of. The difference between Einstein GPT and ChatGPT lies in their design, with Einstein GPT specifically tailored for Salesforce users and clouds, while ChatGPT is a more versatile model for general use. Einstein is available for free with Salesforce’s Developer Edition, providing access to most platform features for building and testing custom applications and integrations using Einstein. Salesforce Sales Cloud and Service Cloud differ in their focus, with Sales Cloud concentrating on sales processes, while Service Cloud centers around customer service and support. Einstein remains the overarching AI brand for Salesforce, present across the portfolio, including within Tableau. Einstein Discovery is available as part of Tableau CRM Plus or through Einstein Predictions. Are you ready to explore the power of Einstein in your Salesforce Service Cloud implementation? Contact Tectonic today. Tectonic is please to announce Salesforce Service Cloud Implementation Solutions. Content updated January 2024. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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March 9, 2023in Artificial Intelligence, Data, Generative AI, Marketing Automation, Salesforce, Salesforce Einstein, Salesforce Sales Cloud, Salesforce Service Cloud, Technology
Salesforce Whatsapp Integration
07Nov

New Salesforce Whatsapp Integrations

Salesforce has unveiled its roadmap for upcoming WhatsApp integrations tailored for marketing and service teams. WhatsApp, a widely-used mobile messaging app with over 2.2 billion monthly active users and a daily message count exceeding 100 billion, has demonstrated remarkable international reach, fostering instant and effective communication across borders without reliance on local telecom providers. New Salesforce Whatsapp Integrations While WhatsApp integration was not previously available as a standard feature in Salesforce, the recent partnership announcement at Dreamforce ’22 prompted swift action. The integration will harness the WhatsApp Business Platform API, a cloud-based service provided by Meta (WhatsApp’s owner) for businesses at no cost in 2022. This API enhances end-to-end experiences, streamlining scalable business processes. For Salesforce + WhatsApp in Service: WhatsApp for Service can be utilized through Digital Engagement, an add-on for Service Cloud. Also Salesforce’s Contact Center for Communications within Communications Cloud. WhatsApp for Service Cloud is expected to be generally available (GA) starting March 16, 2023. For Salesforce + WhatsApp in Marketing: The WhatsApp for Marketing Cloud Rich Media support is anticipated to be generally available (GA) in the second half of 2023. As consumer demand for WhatsApp continues to surge, specialized integrations, like those tailored for Salesforce. By address the growing need for organizations to connect WhatsApp with their business-critical systems. The collaboration underscores Salesforce’s commitment to meeting evolving communication demands and leveraging the popularity of WhatsApp for enhanced customer interactions. Struggling to integrate WhatsApp in your Salesforce ecosystem? Tectonic can help. Like2 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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November 7, 2022in Data, Salesforce, Salesforce Managed Services, Salesforce Sales Cloud
What is Omni-Channel Salesforce
17May

What is Omni-Channel Salesforce?

What is Omni-Channel Salesforce? Omni-Channel is a Salesforce feature designed for Customer Service and Console applications that automates the routing of various work items, such as Leads and Cases, to agents. It ensures that work items are assigned to agents based on their capacity, priority, skill set, and other criteria. Features of Omni-Channel Benefits Omni-Channel in Salesforce Enhanced Omni-Channel Setting Up and Using Omni-Channel Key Differences: Multichannel vs. Omni-Channel Route Work with Omni-Channel Omni-Channel is a flexible, customizable feature, and you can configure it declaratively—that is, without writing code. Use Omni-Channel to manage the priority of work items, which makes it a cinch to route important work items to agents quickly. Manage your agents’ capacity to take on work items so that they’re given only the number of assignments that they can handle. You can also define which agents can work on different types of assignments. For example, you can create one group of agents to respond to leads and sales inquiries, and another group that helps customers with support questions. Omni-Channel routes work requests to the most available and qualified support agents in the app. You can also provide real-time operational intelligence to support supervisors with Omni Supervisor. Agents no longer have to pick and choose work assignments manually from a queue, which saves everyone in your call center time, effort, and brainpower. Because it’s easier for agents to work on their assignments, they can assist your customers faster and more effectively and close assignments more quickly. Routing logic is applied when work is assigned to an owner. If field values on the work item are changed after the item is routed, the routing logic isn’t reapplied. Omni-Channel is supported in both Lightning Experience (recommended) and Salesforce Classic. You can run Omni-Channel in both standard and console apps. Route Work with Omni-Channel Use Omni-Channel to route work items to queues, agents, skills, and even Einstein Bots (on supported channels). Depending on your business needs, you can use different ways to route work, including Omni-Channel flows. Omni-Channel routes work based on the defined routing logic. When an agent is assigned a work item, they can accept it to begin working on it or decline it. When a work item is declined, Omni-Channel releases the agent’s capacity consumed by the work item. But the declined work item remains owned by the declining agent until the work is routed again. If the agent declines a work item or doesn’t accept the work item in the specified time period, Omni-Channel doesn’t try to route that work item to that agent again. If an agent accepts the work, they can transfer the work to another agent. NOTE We recommend using Enhanced Omni-Channel. Enhanced Omni-Channel features better and more extensive experiences for agents and supervisors than Standard Omni-Channel, and future Omni-Channel features are developed on Enhanced Omni-Channel. See Compare Standard and Enhanced Omni-Channel and Enable Omni-Channel. Set Up Omni-Channel Set up Omni-Channel to route any type of incoming work item to the most qualified, available support agents in your call center. Omni-Channel integrates seamlessly into both console and standard apps. NOTE We recommend using Enhanced Omni-Channel. Enhanced Omni-Channel features better and more extensive experiences for agents and supervisors than Standard Omni-Channel, and future Omni-Channel features are developed on Enhanced Omni-Channel. See Compare Standard and Enhanced Omni-Channel and Enable Omni-Channel. Test Your Omni-Channel Implementation Now that you’ve got Omni-Channel set up and enabled, test your implementation to make sure it’s working correctly. To test your implementation, route a work item to yourself. Sit back and relax. You’ll see an incoming request notification in Omni-Channel within a few seconds. Manage Agents, Queues, and Skills with Omni Supervisor Manage agents, queues, and skills in Omni Supervisor. Get to Know the Omni Supervisor TabsSupervisors can check the health of their call center in real time using the Agents, Queues Backlog, Assigned Work, and Skills Backlog tabs in Omni Supervisor. These tabs let supervisors see which work items are open and active, who’s assigned to what, and other details such as open capacities and average wait times for customers. Provide Customer Support for Real-Time Channels with Omni-Channel Service customers using their preferred means of real-time communication, including phone, messaging, or chat in standard and enhanced channels. You can accept and manage these types of support requests in Omni-Channel. If needed, while helping a customer, you can reach out to your supervisor to get support. Use the Omni-Channel Component to Work with CustomersTo begin receiving inbound requests from customers or to make outbound contacts, log in to the Omni-Channel component and update your status to indicate that you’re available. If you don’t see the Omni-Channel component in your app, check with your admin. Use the Omni-Channel Component to Work with Customers To begin receiving inbound requests from customers or to make outbound contacts, log in to the Omni-Channel component and update your status to indicate that you’re available. If you don’t see the Omni-Channel component in your app, check with your admin. When you mark your status as available in Omni-Channel, you begin receiving work requests, like phone calls. Work items assigned to you appear in Omni-Channel until you complete, transfer, or decline them. TIP By default, phone calls are taken through the same speakers and microphone your system device uses. To take calls through different audio devices, click the Settings icon on the Omni-Channel component and choose your preferred devices under Input and Output. The devices you choose are only set only for your current browser. For example, if you choose a device for Google Chrome, that device isn’t set for Mozilla Firefox. This feature isn’t available in Apple Safari browser. If you set up a service channel to use the tab-based capacity model, Omni-Channel determines agent capacity based on the open tabs. Each tab is a session for a specific work item. To close the work item and remove it from your Omni-Channel instance, close the tab for that item. The tab-based capacity model releases an agent’s capacity

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May 17, 2022in Data, Enterprise, Google, Salesforce, Salesforce Implementation Services, Salesforce Service Cloud
Talkdesk Dialer for Salesforce
15May

Talkdesk Dialer for Salesforce

Forge Meaningful Customer Connections with Talkdesk Proactive Outbound Engagement™-Talkdesk Dialer for Salesforce Talkdesk Proactive Outbound Engagement™ is a comprehensive suite of outbound voice and digital capabilities integrated into the Talkdesk CX Cloud™ contact center platform. This suite includes versatile dialing modes tailored for every scenario, such as Talkdesk Preview Dialer, Talkdesk Dialer, Advanced Dialer, Talkdesk Dialer for Salesforce, and Automated Notifications. Maximize contact rates by reaching customers when and how they prefer to be contacted while ensuring high-quality interactions that reflect the level of service your customers deserve. Enhance Agent Productivity to Maximize Outbound Success Tools like the Talkdesk Preview Dialer can significantly increase outbound call volume, driving connect rates from 5 to 15 or more per hour and boosting revenue by up to 200-300%. Intelligently manage outbound call pacing to filter out unproductive calls like voicemails, busy signals, and no answers, optimizing agent productivity. Launch Strategic Campaigns Effortlessly Leverage highly configurable dialing options and advanced campaign management tools to maximize contact rates through precise targeting and segmentation. The Advanced Dialer supports customizable campaign and dialing configurations to accommodate virtually any outreach and retry strategy. Empower Agents with Smart Dialing Modes Equip agents with predictive, power, progressive, preview, and agentless dialing modes, complemented by a patented AI-driven answering machine detection algorithm. Salesforce Quick Campaign, part of the Talkdesk Dialer for Salesforce™ product, allows manual selection of Salesforce records for dialing using preview or power dialing modes. Streamlined List Management for Seamless Operations Set up calling lists effortlessly by uploading a CSV file or pushing records from Salesforce, other CRMs, or business systems via an API. Web leads can be seamlessly integrated into ongoing campaigns for immediate dialing, ensuring every hot lead is promptly engaged. Ensure Quality Connections with Talkdesk Dialer for Salesforce™ Talkdesk Dialer, fully embedded within the Salesforce UI, offers power and preview dialing to balance productivity with call quality and personalized customer interactions. Deliver Efficient and Proactive Notifications Go beyond voice calls with Talkdesk Automated Notifications, anticipating customer needs through automated event-triggered SMS notifications. Configure rules and content for each notification to deliver highly personalized messages that enhance efficiency and customer satisfaction. Robust Reporting and Insights While pre-set out-of-the-box reporting tools are currently unavailable for Talkdesk Dialer for Salesforce, Salesforce users can leverage standard Salesforce reporting functionality to create custom reports. Talkdesk Dialer™ is designed to automate the dialing process, maximize outbound call volume, and facilitate meaningful connections with customers while ensuring compliance with regulatory requirements. Learn more about our solutions crafted to optimize every customer interaction at talkdesk.com. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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May 15, 2020in Salesforce, Salesforce Sales Cloud
Tectonic-Ensuring Salesforce Customer Satisfaction
29May

Tectonic’s Successful Salesforce Track Record

Salesforce Technology Services Integrator – Tectonic has successfully delivered Salesforce in a variety of industries including Public Sector, Hospitality, Manufacturing, and Health Life Sciences.  Read on about Tectonic’s successful Salesforce track record. Our primary focus is assisting clients with their Salesforce needs to solve business challenges. We work at the intersection of CRM, Marketing, Big Data, and Analytics. Public Sector Experience/Focus Proven Delivery – Tectonic delivers Salesforce Implementation, Integration and Managed Services, utilizing a modified Waterfall / Agile Delivery Method, leveraging US and International Delivery Center (IDC) resources, and delivering with strong, experienced Project Management Health and Life Sciences Focus We’ve helped healthcare providers navigate the challenges of moving data, including PHI and PII, into the cloud, providing physician facing services and improving operations. Salesforce provides comprehensive solutions tailored for the healthcare industry, addressing the specific needs of both payers (insurance providers) and providers (healthcare organizations). These solutions are designed to enhance patient engagement, improve operational efficiency, and drive better health outcomes. Financial Services Focus Transforming financial service delivery, optimizing operations, and cultivating community well-being and trust are at the core of Salesforce Financial Services Solutions. By automating every banking customer experience and uniting teams through Salesforce’s intelligence and a shared view of real-time customer data, a comprehensive banking solution is created, fostering customer satisfaction and loyalty. Travel and Hospitality Focus Salesforce provides tailored solutions for the hospitality and travel industry, helping businesses in this sector deliver exceptional customer experiences, streamline operations, and drive growth. These solutions leverage the power of the Salesforce Customer 360 platform to centralize data, enhance communication, and provide a personalized experience for guests. Manufacturing, Distribution, and Energy Focus We’ve helped small and large manufacturers optimize their sales operations and drive efficiencies in their contact center. Salesforce offers a suite of solutions tailored for manufacturing and distribution industries to enhance processes, improve collaboration, and drive overall efficiency. These solutions are designed to streamline operations. Designed improve customer relationships and provide valuable insights. Nonprofit Focus We’ve helped nonprofits and NGO’s optimize their operations and drive efficiencies in their fundraising and mission efforts. Salesforce offers a suite of solutions to nurture relationships and scale impact. Solutions with AI-driven, personalized services. Salesforce allows you to take control of your data on a single integrated platform. Nonprofit Cloud brings a nonprofit CRM, fundraising, programs, marketing engagement, and outcomes together in a single product. Strategic Relationship with Salesforce – Salesforce Ventures invested in Tectonic in Q3 2015.  We maintain strong working relationships with Salesforce License Sales, Professional Services and Alliances. Tectonic’s successful Salesforce track record stems from our great relationship with Salesforce and grows through each customer interaction. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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May 29, 2019in Data, Salesforce, Salesforce Development Services, Salesforce Financial Services Solutions, Salesforce for Nonprofits, Salesforce Health and Life Sciences Solutions, Salesforce Hospitality Travel and Transportation, Salesforce Manufacturing Automotive Energy, Salesforce Public Sector Solutions, Technology
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