![]() ![]() Specific contact center features include Einstein Conversation Mining, new messaging functionalities, a visual remote assistant, Workforce Engagement Intraday Management, and Service Cloud Voice, which combines phone, digital channels, and CRM data on a central workspace.Ĭlara Shih, the CEO of Service Cloud at Salesforce, said, “The businesses that have thrived over the last 18 months are those that embraced digital tools to deliver excellent customer and employee service experiences with trust and transparency. Those contact center updates will help companies connect employees, partners, customers, and apps on one screen. ![]() Included in this round of updates is a suite of workflow capabilities (Customer Service Incident Management, Omni-Channel Flow, and robotic process automation capabilities for Service Cloud) alongside new features for Salesforce’s digital contact center. In addition to its core CRM features, Salesforce also offers an AI-based analytics tool called Einstein. Salesforce is fully mobile, and its Complete Customer Management Solution is best-in-class. The platform includes all of the company’s sales and marketing applications, most notably the Sales and Marketing Clouds, Service Cloud, Analytics Cloud, App Cloud, and IoT service. Salesforce offers one of the most expansive and complete CRM products on the market for small, midsize, and enterprise-level companies. Our Free CRM Buyer’s Guide helps you evaluate the best solution for your use case and features profiles of the leading providers, as well as a category overview of the marketplace. ![]()
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