Salesforce Introduces Service Cloud Intelligence EngineSalesforce Introduces Service Cloud Intelligence Engine
Salesforce.com has unveiled the Salesforce Service Cloud Intelligence Engine that is designed to fuel "smarter customer service with data science." Here's everything you need to know.
March 9, 2015
San Francisco-based customer relationship management software provider Salesforce.com (CRM) has unveiled the Salesforce Service Cloud Intelligence Engine that is designed to fuel “smarter customer service with data science.”
Mike Milburn, senior vice president and general manager of Salesforce Service Cloud, noted that the Service Cloud Intelligence Engine leverages data science to improve workflows and business processes.
The engine also enables businesses to “deliver seamless customer service across any channel,” Milburn said.
“Now companies are prepared to exceed their customer’s increasingly high expectations for smarter service,” Milburn said in a prepared statement.
The Service Cloud Intelligence Engine’s features include:
Intelligent business processes — Businesses can assign cases to call center agents based on skill set, case history, presence or communication channel (email, web, phone, video chat or SMS).
Intelligent workload management — Businesses can automatically distribute and manage agent workload to respond to the unpredictable demands of omni-channel support.
Omni-channel customer view — Customers can start a conversation on one channel and transition to another without having to continuously identify themselves.
The Service Cloud Intelligence Engine will be generally available later this year, Salesforce said, and pricing will be announced at the time of general availability.
Salesforce said its Service Cloud is a software-as-a-service-based (SaaS-based) social customer service application that can help companies manage customer information and services.
The Service Cloud Intelligence Engine, meanwhile, could help Salesforce better support businesses worldwide.
Salesforce ranked second on last year’s Talkin’ Cloud 100 list of the top 100 cloud services providers (CSPs) and recorded $1.44 billion in revenue during the fiscal 2015 fourth quarter. It also surpassed $5 billion in annual revenue faster than any other enterprise software company, according to Salesforce CEO Marc Benioff.
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