Provider Archives - gettectonic.com

10Apr

Salesforce’s Vision for the Future of Service Cloud & Contact Center Integration

The New Era of CCaaS-CRM Convergence At Enterprise Connect 2025, Salesforce and AWS unveiled Salesforce Contact Center with Amazon Connect, expanding beyond voice to embed omnichannel routing, digital channels, and AI-powered workflows directly into Service Cloud. This follows similar deep integrations with Genesys and Five9, signaling Salesforce’s commitment to open, flexible contact center partnerships—rather than locking customers into a single vendor. “We want all vendors to integrate deeply with our system. AI needs real-time, cross-channel data to deliver seamless experiences.”—Ryan Nichols, Chief Customer Officer, Service Cloud, Salesforce Key Benefits of the New Integrations ✔ Unified Agent Workspace – Blend voice, chat, email, and more in one CRM view.✔ AI-Ready Infrastructure – Real-time data flows power smarter automation.✔ BYO Channel Flexibility – Keep existing CCaaS investments while enhancing Service Cloud. Salesforce’s “Bring Your Own Channel” Strategy Rather than building its own CCaaS, Salesforce is doubling down on partnerships via: 🔹 Bring Your Own Telephony (BYOT) – Already adopted by 18+ CCaaS providers.🔹 Bring Your Own Channel (BYOC) Program – Extends integrations to digital channels, routing, and AI. “We’re an open platform. Partners can build deeper, more customized connections.”—Ryan Nichols Contrasting Approaches: Salesforce vs. Zendesk The Future of Service Cloud: AI, Predictions & Prescriptive Guidance Salesforce is evolving Service Cloud into a self-optimizing, AI-driven platform with: 1. My Service Journey 2. Customer Success Score 3. AI Agents & Predictive Service The Bottom Line ✅ Salesforce is betting on open CCaaS partnerships—not walled gardens.✅ Service Cloud’s future is predictive, prescriptive, and AI-native.✅ Zendesk’s in-house CCaaS move could reshape competitive dynamics. What’s Next? Want to optimize Service Cloud for AI? Contact Tectonic today. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

April 10, 2025in Data, Enterprise, Google, Salesforce, Salesforce Contact Center, Salesforce Development Services, Salesforce Implementation Services, Salesforce Managed Services, Salesforce Manufacturing Automotive Energy, Salesforce Optimization, Salesforce Service Cloud0 Comments

04Apr

Digital Transformation for Tourism

The digital revolution is in full swing, with individuals and businesses increasingly interacting through social networks and digital devices. In this new era, consumers have grown more discerning, leveraging mobile technology to make informed decisions about products, services, and trusted providers. As mobile apps become integral to daily life, organizations are compelled to reinvent their customer value propositions and operating models through digital transformation to remain competitive in today’s market. Digital transformation has become a critical priority across industries, with the tourism sector standing out as a prime example of significant disruption driven by digital technologies. According to McKinsey & Company, the tourism industry has been undergoing a digital revolution for over a decade, transforming how travelers plan, book, and experience their trips. This shift has led to changing consumer behaviors, with travelers now demanding more personalized and seamless experiences. The push toward digital adoption in tourism is accelerating. A Skift survey found that 83% of respondents view digital transformation as a top priority. Tourism businesses are increasingly investing in technology to enhance customer experiences, optimize operations, and drive revenue growth. To boost enterprise agility, companies must make strategic decisions across five key dimensions of their operating models: One of the most notable impacts of digital transformation is the revolution in the booking process. Travelport Digital estimates that over 700 million people will book trips online by 2023, marking a 15% increase from previous years. Key statistics highlight this global shift in traveler preferences: Mobile apps have become essential tools for travelers, enabling them to research, plan, and book trips seamlessly. In the hospitality and tourism sector, key digital transformation trends include: Emerging technologies like cognitive computing, omnichannel models, and advanced personalization are further reshaping the future of the industry. Artificial intelligence (AI) and machine learning are increasingly used to tailor travel experiences based on consumer preferences and behaviors, as noted by GlobalData. AI also improves operational efficiency, with chatbots handling customer inquiries effectively. Augmented reality (AR) and virtual reality (VR) are enhancing customer experiences by allowing travelers to explore destinations virtually before booking. Meanwhile, social media continues to play a pivotal role in promoting tourism businesses and reaching new audiences. In conclusion, digital transformation is no longer optional for tourism businesses—it is a necessity to remain competitive. The adoption of digital technologies has fundamentally reshaped the travel experience, and businesses must embrace this evolution to meet changing consumer expectations and maintain relevance in an increasingly digital world. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

April 4, 2025in Artificial Intelligence, Data, Enterprise, Google, Salesforce, Technology0 Comments

02Apr

Aligning Payers and Providers for True Patient-Centered Care

Patient-centered care is an approach to healthcare that prioritizes the patient’s needs, values, and preferences. It involves treating patients with respect, dignity, and compassion, and ensuring that they are actively involved in their own healthcare decisions. Key Principles of Patient-Centered Care: Benefits of Patient-Centered Care: Improved patient satisfaction and adherence to treatment plans, Enhanced health outcomes, Reduced healthcare costs, and Stronger patient-provider relationships. Examples of Patient-Centered Care: Patient-centered care is a holistic approach to healthcare that focuses on the patient as an individual. By empowering patients and respecting their needs, it aims to improve their health and overall well-being. The Shared Vision vs. Systemic Barriers All healthcare stakeholders agree on one fundamental principle: care should revolve around patients’ needs and preferences. Yet despite this shared goal, competing priorities between payers and providers often create friction that undermines patient-centered care delivery. Theresa Dreyer of the Health Care Transformation Task Force observes: “Payers and providers both want patients to receive accessible, appropriate care. But the current system’s structure frequently puts these groups at odds.” Defining Patient-Centered Care At its core, patient-centered care means: “Imagine the care you’d want for your own family members,” Dreyer suggests. “That’s the standard we should apply across healthcare.” The Fee-for-Service Roadblock The dominant fee-for-service (FFS) model creates inherent conflicts: “FFS turns cost containment into a zero-sum negotiation,” Dreyer explains. “Value-based models offer a collaborative alternative.” Value-Based Care as the Unifying Framework 1. Quality-Focused Contracting 2. Streamlined Prior Authorization 3. Holistic Care Integration The Preventive Care Imperative The long-term nature of prevention creates systemic challenges: “Diabetes management today prevents kidney failure tomorrow,” Dreyer notes. “We need payment models that reward this foresight.” Building Collaborative Solutions For Payers: For Providers: Joint Opportunities: The Path Forward The healthcare industry stands at an inflection point. By embracing value-based models that: Payers and providers can transform their relationship from adversarial to collaborative—with patients as the ultimate beneficiaries. As Dreyer concludes: “Beyond the contracting details and quality metrics, we must remember our shared purpose: helping people achieve and maintain health. When we center that mission, the rest follows.” 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

April 2, 2025in Life Sciences Cloud, Salesforce, Salesforce Health and Life Sciences Solutions, Salesforce Health Cloud, Salesforce Managed Services0 Comments

Salesforce Marketing Cloud Account Engagement

31Mar

Tracking and Converting Prospects from Third-Party Emails in Account Engagement

Account Engagement allows you to track and convert prospects who visit your website after clicking on links in emails sent via a third-party system. By appending a tracking parameter to your URLs, you can associate email clicks and page views with prospects in your database. How It Works When a prospect clicks on a tracked link, Account Engagement checks if a prospect record already exists for the email address: How to Append a Tracking Parameter To enable tracking, modify your links by appending a parameter that identifies the clicking recipient. Original Link http://www.site.com/example Modified Link with Tracking Parameter http://www.site.com/example?pi_list_email=[email] Replace [email] with your email provider’s merge field for the recipient’s email address. For example, if sending an email to [email protected] and [email protected], the links would dynamically generate as: Since merge fields vary by platform, consult your email provider’s documentation for the correct syntax (e.g., %%email_address%% or {email}). Important Considerations ✅ Your website must have Account Engagement tracking code – The destination page must include the Account Engagement JavaScript tracking code to capture visitor data. ❌ Do not use Account Engagement’s default unsubscribe link – Since unsubscribe links in Account Engagement emails are unique to each recipient, they won’t function correctly in third-party email systems. 🔍 Enhanced Tracking with Custom Redirects – You can apply this tracking parameter to Account Engagement custom redirects for improved reporting. By implementing these tracking techniques, you can seamlessly integrate third-party email activity into Account Engagement and improve your lead conversion strategy. By Tectonic Marketing Operations Director, Shannan Hearne 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 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, 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

March 31, 2025in Data0 Comments

30Mar

Navigating the Era of Healthcare Consumerism

Navigating the Era of Healthcare Consumerism: The Imperative of Member Experience for Health Payers In today’s healthcare landscape, where consumerism is reshaping expectations, member experience and satisfaction have emerged as critical priorities for health payers. As healthcare consumers wield increasing purchasing power, particularly during annual open enrollment periods for employer-sponsored plans and federal exchanges, payers must adapt to meet evolving demands. To thrive in this competitive environment, health plans must not only attract new members but also retain existing ones by delivering a seamless, high-quality experience that aligns with consumer needs and expectations. The Rise of Healthcare Consumerism Healthcare consumerism has transformed the way individuals engage with their health plans. Consumers now approach healthcare with the same expectations they have for other service industries, such as retail, banking, and technology. They demand transparency, convenience, and personalized interactions. This shift has made member experience a cornerstone of health plan success. During open enrollment, consumers evaluate plans based on factors like cost, benefits, and network breadth. However, as a 2024 Accenture report highlights, member experience has become a decisive factor in plan selection. In fact, members who switched health plans cited poor experiences with their payers as the primary reason for their decision—outweighing even cost and benefits. This underscores the importance of delivering a frictionless, positive experience to foster member loyalty. Defining Member Experience in Healthcare For health payers, member experience encompasses every interaction a beneficiary has with their health plan, from accessing benefits and provider information to resolving claims and reaching customer service. It mirrors the patient experience in clinical settings but focuses on the administrative and operational aspects of healthcare delivery. Key elements of member experience include: Factors such as claim denials, prior authorization requirements, and utilization management strategies can significantly impact member satisfaction. Payers must strike a balance between cost containment and delivering a positive member experience to avoid alienating their enrollees. Why Member Experience Matters A positive member experience is not just a “nice-to-have”—it’s a strategic imperative. Member loyalty, driven by satisfaction, is a key driver of retention and revenue growth. According to Bain & Company, while industries like retail and banking enjoy net positive consumer perceptions exceeding 50%, healthcare payers lag behind at just 31%. This gap highlights the urgent need for payers to invest in improving member experience. The benefits of such investments are clear: Drivers of Member Satisfaction Members want their interactions with health plans to be simple, intuitive, and hassle-free. The Accenture report identifies several key drivers of satisfaction: Conversely, poor experiences are often driven by inadequate access to information, unresponsive customer service, and subpar digital interactions. Addressing these pain points is essential for improving member satisfaction. The Digital Imperative As healthcare undergoes a digital transformation, payers must prioritize digital engagement to meet member expectations. Unfortunately, many health plans are falling short. According to a 2024 J.D. Power survey, member portals and digital tools often fail to meet consumer needs. Additionally, many members struggle to reach their payers by phone, with 45% reporting unresolved issues even after multiple attempts. To bridge this gap, Bain & Company recommends that payers adopt an omnichannel approach to member engagement. This means providing consistent, high-quality interactions across multiple channels—phone, email, chat, and digital platforms. Key technologies to support this effort include: A “no wrong door” approach ensures that members can access the information they need, regardless of the channel they choose. Consistency and clarity across all touchpoints are critical to avoiding confusion and frustration. Measuring Member Experience To improve member experience, health plans must first understand how to measure it. Key performance indicators (KPIs) and metrics provide valuable insights into member satisfaction and areas for improvement. Commonly used measures include: In addition to these industry-specific metrics, payers should track operational KPIs such as: By monitoring these metrics, payers can identify trends, address pain points, and continuously refine their member experience strategies. The Path Forward As healthcare consumerism continues to shape the industry, health payers must prioritize member experience to remain competitive. This requires a holistic approach that combines digital innovation, operational efficiency, and a deep understanding of member needs. By investing in the right technologies, reimagining customer service models, and consistently measuring performance, payers can build stronger member loyalty, drive better health outcomes, and secure their position in an increasingly consumer-driven market. The future of healthcare belongs to those who can deliver not just cost-effective coverage, but also an exceptional member experience. For health payers, the time to act is now. 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 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, 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

March 30, 2025in Data, Technology0 Comments

28Mar

Building Trust and Consistency in Email Marketing

Maintain Consistency Consistency in email volume and frequency is essential for a strong email marketing program. Once your IP addresses are warmed up, internet service providers (ISPs) expect regular sending patterns from each IP. Sudden spikes or dips in sending activity can impact your deliverability and sender reputation. Implement Email Authentication Email authentication ensures that emails sent from your business are genuinely from you, protecting your reputation from spammers attempting to impersonate your organization. Your email service provider can help set up authentication protocols such as: These systems prevent unauthorized senders from misusing your domain and enhance email security. Monitor Your Sending Practices Take ownership of your email deliverability by tracking key metrics: Regularly reviewing these insights helps you avoid common mistakes and optimize email performance. Demonstrate Customer Care Email marketing isn’t just about promotion—it’s a channel for building meaningful relationships with your audience. Show empathy by addressing customer concerns and providing valuable resources when they need them most. According to Salesforce Research’s State of the Connected Customer report, most customers appreciate having a spam filter. This underscores the importance of maintaining trust and relevance in your email strategy. Key Strategies to Build Trust with Email Recipients ✅ Deliver Valuable Content Ensure your emails provide useful information, industry insights, or practical solutions tailored to your audience’s needs. ✅ Personalize Your Messages Leverage recipient names, past interactions, and behavioral data to create personalized, relevant content that fosters engagement. ✅ Be Transparent Clearly communicate why you’re reaching out, how you use subscriber data, and avoid misleading tactics that can erode trust. ✅ Maintain Consistency Send emails at predictable intervals with a consistent brand voice and design to establish familiarity. ✅ Craft Clear Subject Lines Use concise, descriptive subject lines that accurately reflect the email’s content to improve open rates. ✅ Make Unsubscribing Easy Provide a simple opt-out option to respect user preferences and maintain a clean, engaged email list. ✅ Engage with Your Audience Encourage two-way communication by responding to replies, gathering feedback, and incorporating customer suggestions where applicable. ✅ Leverage Social Proof Include testimonials, customer reviews, or industry recognitions to build credibility and reinforce trust. ✅ Respect Privacy Regulations Comply with data protection laws and clearly communicate how you handle subscriber information. ✅ Use a Professional Email Address Send emails from a recognizable domain-based address rather than generic or free email providers. Common Email Marketing Mistakes to Avoid ❌ Overly Sales-Driven Content – Prioritize value and relationship-building over aggressive sales pitches. ❌ Spammy Tactics – Avoid misleading subject lines, excessive punctuation, and overly promotional language. ❌ Poor Email Design – Ensure emails are visually appealing, easy to read, and mobile-friendly. ❌ Outdated Email Lists – Regularly clean your subscriber list to remove inactive addresses and improve deliverability. By following these best practices, you can build stronger relationships with your audience, improve email engagement, and maintain a positive sender reputation. By Tectonic Marketing Opps Director, Shannan Hearne 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

March 28, 2025in Data, Laws, Salesforce0 Comments

Adecco Group and Salesforce Launch Joint Venture

Adecco Group and Salesforce Launch Joint Venture to Pioneer AI-Human Workforce Integration Strategic Partnership Aims to Redefine Workforce Management The Adecco Group, the world’s second-largest staffing firm, has announced a groundbreaking joint venture with Salesforce to create an AI-powered workforce management platform. The new entity, backed by investments from both corporations, will focus on enabling enterprises to strategically integrate human employees with autonomous AI agents. Bridging the Human-Digital Workforce Divide The partnership combines Adecco’s workforce expertise with Salesforce’s Agentforce platform to deliver: “The mission is to unlock the full potential of humans working alongside AI,” stated Denis Machuel, CEO of Adecco Group. “We’re at a critical juncture where establishing clear frameworks for human-AI collaboration will determine future success.” Market Context and Industry Impact The move follows Adecco’s December 2024 adoption of Salesforce’s Agentforce to enhance its recruitment operations. Industry analysts view this as a strategic response to workforce transformation: “Staffing firms face a choice – lead the AI transition or risk disruption,” noted John Nurthen of Staffing Industry Analysts. “Adecco’s initiative likely signals a broader trend in the trillion digital labor market.” Platform Capabilities and Roadmap The joint venture will offer: Broader Industry Momentum The announcement coincides with Deloitte’s March 26 reveal of its Salesforce-powered marketing agent, part of a broader push to embed AI across enterprise functions. Other staffing technology providers like Bullhorn and Asymbl have also joined AgentExchange, signaling growing industry adoption. “These partnerships demonstrate how agentic AI is moving from concept to commercialization,” commented Brian Landsman of Salesforce. “We’re seeing the emergence of entirely new business models in digital labor.” The joint venture plans to release additional details about its platform and go-to-market strategy in coming months. Contact Tectonic to upgrade your staffing agency. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

March 27, 2025in AgentExchange, Agentforce Platform, Agentic AI, Data, Enterprise, Salesforce, Technology0 Comments

21Mar

Dementia Care and Telemedicine

How 3 Health Systems Are Leveraging Telemedicine for Dementia Care Telemedicine is expanding access to dementia care, particularly for rural and elderly patients, though challenges like technology barriers and sustainability remain. Dementia—an umbrella term for cognitive and memory disorders—affects millions of Americans directly and indirectly. By 2060, nearly 1 million people in the U.S. are projected to develop dementia. While no cure exists, the growing prevalence underscores the need for accessible and effective care solutions. Telehealth has emerged as a critical tool in meeting this demand. The rapid adoption of virtual care during the COVID-19 pandemic transformed dementia care delivery. A 2024 study found that telehealth use surged among dementia patients, particularly those with long travel distances to clinics and the oldest age groups. For health systems like the University of Mississippi Medical Center (UMMC), telemedicine has been a game-changer. “COVID-19 changed things almost overnight,” said Dr. Kim Tarver, associate professor of medicine and director of clinical services at UMMC’s MIND Center. “We have patients who travel three hours to see us. Being able to communicate without requiring a clinic visit every time is incredibly helpful.” UMMC is among several health systems integrating telehealth into dementia care, though challenges like technology access and financial sustainability persist. Telehealth’s Role in Dementia Care: Benefits and Applications Dementia care is uniquely suited for telehealth. Virtual visits allow for evaluations, treatment adjustments, and follow-ups while offering privacy and flexibility that in-person visits cannot. At UMMC, clinicians conduct cognitive assessments like the Montreal Cognitive Assessment (MoCA) remotely. A nurse guides patients through the test via screen-sharing, while caregivers assist with physical exam components when needed. “I’ll ask the caregiver to perform parts of the exam, like cerebellar function tests, while I observe via video,” Tarver explained. Though in-person visits are still used for verification, virtual assessments have proven comparably accurate. Telemedicine also enables family members to discuss concerns privately—especially valuable when patients are unaware of or resistant to acknowledging their condition. Extending Dementia Care Through Virtual Workforce Solutions Health systems are also using telehealth to expand their dementia care workforce. At the University of California, San Francisco (UCSF), unlicensed but trained care navigators support families, handling routine assessments and triaging complex cases to specialists. “Navigators manage caseloads of families, consulting licensed experts only when needed,” said Dr. Katherine Possin, a neurology professor at UCSF. “This extends the reach of our limited dementia specialist workforce.” Similarly, Banner Health’s Dementia Care Partners program employs health coaches (Certified Nursing Assistants) to conduct initial assessments and provide ongoing support, reducing clinician workload. “If I train 30 people who each support 3,000 patients, the impact multiplies rapidly,” said Dr. Ganesh Gopalakrishna of Banner Alzheimer’s Institute. Banner also uses Project ECHO, a telehealth-based training model, to educate community providers—from physicians to elder care attorneys—on dementia care best practices. Overcoming Telehealth Challenges in Dementia Care Despite its benefits, implementing telehealth in dementia care presents hurdles: The Future of Telehealth in Dementia Care Despite obstacles, providers see immense value in virtual dementia care—reducing caregiver burden, preventing unnecessary hospitalizations, and improving patients’ quality of life. “I hope telehealth becomes the standard of care,” Possin said. As health systems refine their approaches, telemedicine promises to play an increasingly vital role in dementia care—bridging gaps in access and delivering support to patients and families when they need it most. Tectonic can help you transform telehealth in your organization. Contact us today. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

March 21, 2025in Life Sciences Cloud, Salesforce, Salesforce Development Services, Salesforce Health and Life Sciences Solutions, Salesforce Health Cloud, Salesforce Implementation Services, Technology0 Comments

20Mar

The Catalytic Potential of Agentic AI in Cloud Computing

Artificial intelligence continues to drive a technological flywheel where each breakthrough enables more sophisticated systems. While generative AI has dominated discourse since ChatGPT’s 2022 debut, 2025 appears poised to become the year of agentic AI – marking a paradigm shift from passive information processing toward proactive, autonomous systems capable of executing complex workflows. The Rise of Autonomous AI Agents Unlike conventional chatbots that facilitate human-led interactions, agentic AI systems operate independently to complete multi-step processes. These autonomous agents demonstrate capabilities ranging from specialized functions like sales outreach and travel booking to broader applications in cybersecurity and human resources. Industry analysts anticipate these systems will follow an adoption curve reminiscent of early internet technologies, potentially creating multi-billion dollar markets as they become embedded in daily operations. Cloud infrastructure providers stand to benefit significantly from this evolution. The computational demands of autonomous agents – including increased data generation, processing requirements, and storage needs – may accelerate cloud adoption across industries. This trend presents opportunities throughout the technology value chain, from foundational infrastructure to specialized software solutions. Market Dynamics and Growth Projections Recent industry surveys indicate strong momentum for agentic AI adoption: Current projections estimate the agentic AI market reaching 47 billion by 2030 Infrastructure Implications and Emerging Opportunities The rise of autonomous AI systems is driving several structural changes in technology markets: Industry Adoption and Commercialization Leading technology providers have moved aggressively to capitalize on this trend: These developments suggest agentic AI is already reshaping enterprise software economics while demonstrating strong market acceptance despite premium pricing. Strategic Implications Agentic AI represents more than technological evolution – it signals a fundamental shift in how enterprises leverage artificial intelligence. By automating complex workflows and decision-making processes, these systems offer: As the technology matures, agentic AI appears poised to catalyze the next phase of cloud computing growth while creating new opportunities across the technology ecosystem. For enterprises and investors alike, understanding and positioning for this transition may prove critical in the coming years. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

March 20, 2025in Agentic AI, Artificial Intelligence, Cloud Computing, Data, Enterprise, Generative AI, Salesforce, Technology0 Comments

14Mar

Future of Financial Services

The Future of Financial Services: AI Agents, Consumer Trust, and Digital Transformation Fewer than half of consumers are fully satisfied with the service they receive from banks, insurance providers, and wealth management advisors. This underscores the urgent need for financial service institutions (FSIs) to prioritize standout customer experiences—both human and digital—leveraging AI agents to enhance personalization, efficiency, and responsiveness. Why Customer Experience is Key Consumer loyalty has long been driven by competitive pricing, fees, and interest rates. However, with declining rates making promotional incentives less feasible, FSIs are refocusing on customer service as a key differentiator. AI-powered digital experiences provide an opportunity to exceed customer expectations, offering speed, convenience, and hyper-personalization at scale. A significant portion of consumers are willing to stay with an institution that offers an exceptional experience, even if it raises its rates or fees. For instance, 46% of consumers—and 55% of high earners in the U.S. (households making over $100,000 per year)—value experience over pricing alone. Digital self-service is a primary component of this enhanced experience, with many consumers preferring to complete tasks online rather than through traditional phone or in-branch interactions. Institutions like Credit Unions are already meeting this demand by deploying self-service tools that provide instant resolutions, 24/7. AI Agents: Transforming the FSI Landscape AI agents represent a major leap forward in customer service, automating interactions and resolving issues without human intervention. However, trust in these AI-driven systems remains a work in progress. Only 41% of wealth management clients report being fully satisfied with their institution’s speed and effectiveness, and satisfaction levels are even lower among banking and insurance customers. Despite some skepticism, AI adoption is accelerating. Half of consumers expect AI to significantly impact their financial relationships, a belief even more pronounced among Millennials and Gen Z. The percentage of customers anticipating AI-driven transaction speed improvements has risen from 46% in 2023 to 65% today. Yet, consumer education on AI’s capabilities remains a challenge. AI agents have the potential to act as financial advisors, enhancing financial literacy, optimizing savings, and even increasing earnings. Salesforce’s Agentforce aims to bridge this gap, offering digital financial assistants that can answer questions like, “Am I saving enough for retirement?” or “Can I afford this vacation?”—delivering expert insights instantly and at scale. Building Trust in AI-Powered Finance Despite AI’s promise, trust issues persist. While 54% of consumers express confidence in AI agents, only 10% fully trust them. This skepticism is fueled by concerns over data privacy, security, and transparency. Many consumers are wary of how FSIs handle their personal information and are seeking greater clarity on AI’s role in financial decision-making. A Salesforce study revealed that 73% of consumers want to know when they’re interacting with AI, highlighting the importance of transparency in AI implementation. “For AI to succeed in financial services, trust and compliance must be built into the foundation,” said Eran Agrios, SVP & GM of Financial Services at Salesforce. “FSIs need to ensure their AI strategies are not only effective but also worthy of customer confidence.” AI in Action: Case Studies in Financial Services Financial institutions leveraging Agentforce are already seeing tangible benefits: Integrating Agentforce with ERP for Maximum Impact To maximize the potential of AI agents, FSIs must integrate them seamlessly into their broader enterprise ecosystems. Best practices for integration include: The Next Two Years: Defining the Future of AI in Finance As AI continues to disrupt the financial sector, FSIs that embrace AI-first strategies will outperform competitors in efficiency, security, and customer experience. Here’s what the future holds: The Takeaway Financial institutions that invest in AI-driven experiences today will define the future of finance. By adopting transparent, compliant, and consumer-centric AI strategies, FSIs can build trust, drive efficiency, and deliver exceptional customer experiences that set them apart in an increasingly AI-powered world. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

March 14, 2025in Data, Enterprise, Mulesoft, Salesforce, Salesforce Data Cloud0 Comments

10Mar

9 Essential Salesforce Clouds for Healthcare Payers

The work of healthcare is evolving rapidly, with heightened competition for Medicare recipients and employer groups. Efficiently marketing, shortening sales cycles, and automating processes have become imperative for success. Payers embracing digital transformation swiftly gain a competitive edge. As the demand for efficient operations increases, how does your business measure up? Today, healthcare payers encounter various challenges, including: As a healthcare payer, overcoming these challenges is paramount. Salesforce offers nine Clouds to accelerate the digital transformation journey for healthcare payers, enhancing their competitive stance, member and provider experiences, and brand differentiation while improving services. Marketing Cloud (B2C) Marketing Cloud Account Engagement (Pardot) (B2B) Sales Cloud Revenue Cloud Service Cloud Experience Cloud Customer 360 (C360) Platform Health Cloud Salesforce Connect These Clouds offer a comprehensive suite of solutions to address the unique needs of healthcare payers, enabling them to thrive in an increasingly competitive landscape. Ready to embark on your digital transformation journey? Connect with the Tectonic team for expert guidance and support. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

March 10, 2025in Data0 Comments

07Mar

Cloud-Based Housing Repairs with Salesforce

Bernicia Leads the Way in Cloud-Based Housing Repairs with Salesforce Bernicia has become the first housing association in the UK to deliver end-to-end repairs services through Salesforce’s cloud-based, nonprofit solution—setting a new industry benchmark for streamlined, automated housing repairs. Transforming Repairs with Salesforce Field Services All electrical repairs at tenants’ homes are now managed through Salesforce Field Services, enhancing the customer experience with seamless, automated processes. By this summer, all responsive repairs will transition into the system, delivering key benefits such as: A Customer-Centric Digital Transformation In 2023, Bernicia reinforced its commitment to tenants by launching a multi-year cultural development program, supported by a £4 million investment in world-class technology. By listening to customer feedback and leveraging data-driven insights, Bernicia has aligned its new digital repairs service with tenant expectations and evolving habits. Andrea Malcolm, Deputy Chief Executive at Bernicia and project sponsor, stated: “The introduction of Field Services marks a major milestone in our journey to customer service excellence. The dedication and expertise of our team have been outstanding, creating an incredible momentum across the business. We’re excited to see the real difference this will make for both customers and colleagues.” Jude Comber, Account Executive at Salesforce Nonprofits, praised the project team, saying: “The level of skill and attention to detail in this project is outstanding. Bernicia’s customer-first approach is a model for how to successfully implement a digital transformation.” Strategic Collaboration with Alscient Achieving this milestone was made possible through Bernicia’s partnership with Alscient, a multi-cloud specialist. Their expertise in Salesforce integration and digital transformation played a key role in designing and implementing the Field Services solution. Salesforce: A Game-Changer for Housing Associations Salesforce offers housing associations a single, integrated platform to streamline operations, enhance tenant relationships, and eliminate inefficiencies caused by data silos. By embracing cloud-based, automated solutions, housing providers can transform service delivery and drive long-term tenant satisfaction. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

March 7, 2025in Data, Salesforce, Technology0 Comments

06Mar

Google and Salesforce Expand Partnership

Google and Salesforce Expand Partnership to Enhance AI Agent Capabilities Google and Salesforce are deepening their collaboration to provide customers with greater flexibility in AI agent deployment. This expanded partnership will integrate Google Gemini within Salesforce’s Agentforce platform, enabling AI agents to process images, audio, and video with advanced multimodal capabilities. Enhanced AI Functionality with Gemini Through this integration, AI agents will gain access to Gemini’s powerful models, allowing them to handle complex tasks with extended context windows and leverage real-time insights from Google Search via Vertex AI. This collaboration aims to empower businesses with AI solutions that are not limited to a single model provider, offering crucial flexibility in AI customization. Srini Tallapragada, Salesforce’s President and Chief Engineering and Customer Success Officer, emphasized that the integration offers customers the ability to choose the applications and models that best suit their needs. “Salesforce offers a complete enterprise-grade agentic AI platform that makes it easy to deploy new capabilities quickly and realize business value fast. Google Cloud is a pioneer in enterprise agentic AI, offering some of the most powerful models, agents, and AI development tools on the planet. Together, we are creating the best place for businesses to scale with digital labor.” Key Benefits of the Integration The partnership is set to deliver significant advantages for businesses, as outlined in the official announcement: Thomas Kurian, CEO of Google Cloud, highlighted the benefits of this collaboration: “Our mutual customers have asked for seamless integration across Salesforce and Google Cloud. This expanded partnership enables them to accelerate AI transformations with state-of-the-art AI models, agentic AI, and advanced data analytics.” Strengthening Customer Service Integrations The partnership will also enhance the connection between Salesforce Service Cloud and Google Cloud’s Customer Engagement Suite, providing AI-driven improvements to customer support. Key upcoming features include: Expanding AI-Powered Decision-Making Beyond Gemini, Agentforce will integrate Google Search through Vertex AI, leveraging secure connections between Salesforce Data Cloud and Google BigQuery. This will enable AI agents to access real-time information for improved accuracy and decision-making. For example, in supply chain management, AI can track shipments, monitor inventory in Salesforce Commerce Cloud, and anticipate disruptions using real-time data on weather, port congestion, and geopolitical events. Additionally, joint customers will be able to utilize Salesforce’s unified platform—including Agentforce, Data Cloud, and Customer 360—on Google Cloud’s AI-optimized infrastructure. This integration ensures enhanced security through dynamic grounding, zero data retention, and toxicity detection via the Einstein Trust Layer. Businesses will also soon have the option to purchase Salesforce products via the Google Cloud Marketplace. More AI Innovations from Google and Salesforce Google recently announced the development of a personalized AI-powered chatbot that will be integrated into its devices, including smartphones, laptops, and tablets. This tool will automatically answer calls, process requests, and respond on behalf of users. Meanwhile, Salesforce’s Service Assistant—formerly known as Salesforce Service Planner—has launched on Service Cloud. Designed to support live agents, it generates step-by-step plans for resolving customer inquiries by analyzing intent, case history, and customer context. For optimal performance, Salesforce recommends integrating it with Data Cloud and the contact center knowledge base. With this expanded partnership, Google and Salesforce are setting the stage for businesses to leverage cutting-edge AI technology, driving innovation and operational efficiency across industries. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

March 6, 2025in Agentforce Platform, Agentic AI, Data, Enterprise, Google, Salesforce, Salesforce Commerce Cloud, Salesforce Data Cloud, Salesforce Service Cloud, Technology0 Comments

06Mar

Salesforce Unveils AI-Powered Agentforce for Health

Salesforce Unveils AI-Powered Agentforce for Health to Streamline Healthcare Operations Salesforce is expanding its AI capabilities in healthcare with the launch of Agentforce for Health, a library of ready-made, autonomous AI tools designed to tackle time-consuming administrative tasks for providers, payers, and public health organizations. Unlike traditional AI assistants that require constant human input, Agentforce for Health leverages agentic AI, which can make independent decisions and operate with minimal intervention. This shift could be a game-changer for an industry grappling with labor shortages, burnout, and rising administrative costs—which McKinsey estimates at $1 trillion annually in the U.S. alone. How Agentforce for Health Works The new solution offers a range of AI-powered capabilities, including: By automating these processes, healthcare teams estimate they could save up to 10 hours per week, according to a Salesforce survey released alongside the product announcement. Salesforce’s AI Edge in Healthcare While tech giants like Google (Agentspace) and Microsoft are also investing in AI-driven healthcare solutions, Salesforce differentiates itself through its deep integration with its CRM platform. This allows Agentforce for Health to not only automate tasks but also seamlessly enhance patient engagement and care coordination. Additionally, Salesforce’s Einstein Copilot Health Actions, a conversational AI assistant launched in April, complements Agentforce by enabling interactive AI-driven decision-making for healthcare teams. Availability & Future Rollout Salesforce is rolling out Agentforce for Health’s AI skills through September for clients using its cloud platform. As AI adoption accelerates in healthcare, Salesforce is positioning itself as a key player in helping the industry reduce administrative burdens, improve efficiency, and enhance patient outcomes. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

March 6, 2025in Agentforce Platform, Agentic AI, AI Tools, Data, Google, Salesforce0 Comments

05Mar

TDX Announcements for Agentforce

Salesforce Expands Agentforce AI, Strengthening Its Lead in Agentic AI Salesforce’s latest updates to its agentic AI platform, Agentforce, are set to elevate its position in the competitive AI market, potentially outpacing enterprise application rivals and hyperscalers like AWS, Google, IBM, ServiceNow, and Microsoft. The updates, introduced under Agentforce 2dx, enhance orchestration, development, testing, and deployment capabilities. According to Arnal Dayaratna, vice president of research at IDC, these advancements could propel Salesforce ahead of its competition in a manner similar to OpenAI’s early dominance in large language models (LLMs). Agentforce API Expands Platform Extensibility A key enhancement in Agentforce 2dx is the Agentforce API, designed to improve extensibility and facilitate the seamless integration of agentic AI technologies into digital solutions. “Without an API, all AI agentic capabilities remain locked into the Agentforce platform,” explained Jason Andersen, principal analyst at Moor Insights & Strategy. “The API allows enterprises to build apps and agents with whatever they want.” Dion Hinchcliffe, CIO practice lead at The Futurum Group, sees this as a strategic move to drive adoption by removing usage constraints. While companies like Google and Microsoft have already introduced similar APIs, Salesforce differentiates itself by leveraging its deep CRM expertise, customer data, and business logic integration. “AI agents need contextual data to act effectively,” said Hinchcliffe. “While competitors will likely improve their integrations, Salesforce’s extensive background in business logic and automation will be difficult to match quickly.” Accelerating Enterprise Adoption with New Features Beyond the API, Agentforce 2dx includes enhancements like the Topic Center, MuleSoft integrations, Tableau Semantics, and Slack integrations, aimed at simplifying custom agent development, workflow integration, and deployment. Empowering Developers to Scale Agentic AI Salesforce is also focusing on developers with tools that provide greater control over agent creation, testing, and deployment. Key updates include: “Salesforce is encouraging hands-on experimentation, a strategy commonly used by cloud service providers,” said Cameron Marsh, senior analyst at Nucleus Research. Andersen sees this as a bold move in the SaaS market, positioning Salesforce as a direct competitor to Azure, AWS, and Google Cloud, which also offer developer-centric AI tools. Additionally, Salesforce introduced Testing Center, a low-code tool for enterprises to test agents before deployment. Scaling AI Agent Deployments with Confidence Hyoun Park, chief analyst at Amalgam Insights, emphasized the importance of these tools for scaling AI deployments. “One of the biggest challenges in agentic AI is simulating and testing interactions at scale,” Park noted. “With these capabilities, companies no longer need to manually test or build custom tools to manage AI agents.” Proven Market Traction Salesforce reports it has secured 5,000 deals with Agentforce, with customers like The Adecco Group, Engine, OpenTable, Oregon Humane Society, Precina, and Vivint already seeing immediate value. With Agentforce 2dx, Salesforce is reinforcing its leadership in agentic AI, giving enterprises more control, scalability, and integration capabilities to drive innovation in AI-powered automation. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

March 5, 2025in Agentforce Platform, Agentic AI, AI Tools, Data, Enterprise, Google, Mulesoft, Salesforce0 Comments

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