Salesforce has launched the next generation of Service Cloud, the company announced.
The announcement highlights changes Salesforce has made to Service Cloud to support its customers’ move to digital-first customer experience.
This technology means supporting ever-changing CX post-pandemic, driving expectations and providing a hyper-personalised service on one platform.
Changes include an updated list of its telephony partners for Service Cloud Voice, and it’s much broader than I expected, it has been revealed.
And though these are yet to be revealed in detail, they include long time players and CCaaS-only vendors as well as global and regional businesses and of CTI integrators.
The company said more than a dozen firms will participate as Service Cloud Voice partners.
They also add that those included have now signed a pilot agreement to access the firm’s technologies to build their solution, it has been reported.
The company also state the initial product, which is integrated with Amazon Connect, saw much interest – with “hundreds” of customers signing up in the first couple of months.
It comes as Salesforce last week has announced Advertising Sales Management for Media Cloud, a new industry-specific application for managing cross-channel advertising sales.
With Advertising Sales Management, cross-channel planning and execution, automated client reporting and campaign optimisation converge in a single platform to help drive revenue for publishers.
Publishers such as online and print newspapers, social media platforms, streaming networks, television and radio stations, and retailers generate revenue by selling advertising campaigns to brands. As the number of channels for advertising increases, so does the complexity of managing available advertising inventory and tracking campaign results.
Managing these functions across an average of 23 systems can be cumbersome and error-prone due to frequent switching and distributed capabilities.
