Never escape the boss again: Salesforce tracks down your best people any time, any place

'I don't care if you're on the can, answer your phone!'


Salesforce is adding new "intelligent" software to its CRM system that hunts down the right sales or support staffer for a particular task no matter where they are.

"The Service Cloud Intelligence Engine harnesses the power of data science to improve workflows, business processes and deliver seamless customer service across any channel," said Mike Milburn, GM of Service Cloud for Salesforce. "Now companies are prepared to exceed their customer's increasingly high expectations for smarter service."

The software, due out later this year, routes sales and support work to the agent best capable of handling the job, for example routing certain high-value customers or those with specific technical needs to the right staff.

Workload management softer refines these data flows, so that is a particular support staff is on a video call they get privacy, or so that workloads can be reduced if a staffer is about to go on a scheduled break.

The intelligent routing can pick the best way to contact a person, be it via email, videoconferencing or a phone call, so that sales and support staff will be reachable wherever they are without breaking contact.

"We are building the next generation of travel that is highly personal and seamlessly connected across any channel—on the web, on email, phone, mobile, social media— and even at the train station," said Antoine de Kerviler, CIO of Eurostar.

"By standardizing the entire customer service platform on Salesforce, Eurostar is able to deliver a single view of customers so agents can deliver exceptional service at every turn."

The new intelligence package will be released in the summer and price hasn't been specified as yet. Salesforce sells its basic Service Cloud product for $135 per user per year, and the intelligence will be added on as a paid-for upgrade. ®


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