Published On: Tue, Mar 10th, 2015

Marc Benioff’s Salesforce Service Cloud Intelligence Engine Actually Answers Real Business Needs

Businesses can automatically distribute and manage agent workload to respond to the unpredictable demands of omni-channel support.

Mark Benioff,   Salesforce.com CEO

San Francisco-based customer relationship management software provider Salesforce.com (CRM) has unveiled the Salesforce Service Cloud Intelligence Engine, designed to fuel “smarter customer service with data science, ” which means, we think, better service…

“Now companies are prepared to exceed their customer’s increasingly high expectations for smarter service, ” Mike Milburn, senior vice president and general manager of Salesforce Service Cloud said in a prepared statement.

See? Better service.

The system leverages data science to improve workflows and business processes—again, for better service. And then this engine also enables businesses to “deliver seamless customer service across any channel.”

One Service Cloud Intelligence Engine feature lets businesses assign cases to call center agents based on skill set, case history, presence or their manner of connecting to the customer—email, web, phone, video chat or SMS. Also important to know — if they’re available.

In another feature, businesses can automatically distribute and manage agent workload to respond to the unpredictable demands of omni-channel support.

We think that means in case you get a barrage of calls you can’t handle the normal way, so you get help. It’s like road rescue, but expensive.

Anotrher good feature is that customers can start a conversation on one channel and transition to another without having to continuously identify themselves. We often wonder, after having entered all our personal data in response to the machine’s demand, how come the next person or robot down the line has no idea who we are. So now they’ll know.

Marc Benioff, founder, chairman and CEO of cloud computing company salesforce.com, was raised in a Jewish family in the San Francisco metropolitan area. Benioff pioneered the 1/1/1 integrated philanthropic model, by which companies contribute 1 percent of profits, 1 percent of equity, and 1 percent of employee hours back to the communities it serves.

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