Salesforce Introduces Salesforce Einstein – Artificial Intelligence for Everyone

PRESS RELEASE: Salesforce unveiled Salesforce Einstein, bringing the power of artificial intelligence to every Salesforce user. With Salesforce Einstein, any company will be able to deliver more predictive and personalized customer experiences across sales, service, marketing, commerce and more.

Salesforce Einstein is a breakthrough innovation that embeds advanced AI capabilities in the Salesforce Platform—in fields, objects, workflows, components and more—so everyone will be able to build AI-powered apps that get smarter with every interaction, using clicks or code.

“With Salesforce Einstein, we are delivering the world’s smartest CRM,” said Marc Benioff, chairman and CEO, Salesforce. “Einstein is now every customer’s data scientist, making it easy for everyone to take advantage of best-in-class AI capabilities in the context of their business.”

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The Entertainer extends Transversal’s technology into its contact centre

PRESS RELEASE: Transversal, a Cambridge-based provider of cognitive knowledge AI solutions for contact centres and web self-service, has announced a deal with UK toy retailer, The Entertainer, to bring its Prescience technology into the Entertainer’s contact centres. The deal will give its call centre agents faster and more accurate information. Continue reading The Entertainer extends Transversal’s technology into its contact centre

Effective and efficient: The emergence of remote access in support centres

BLOG: By Richard Pickul, Strategic Alliances Manager at RealVNC

Support centres can be some of the highest pressure and business critical environments in an organisation. At the same time, they are often one of the most important departments for ensuring customer satisfaction and for a predictable recurring revenue stream from existing customers. A bad customer experience that results in a low Net Promoter Score (NPS) can cost millions in revenue and brand reputation. Continue reading Effective and efficient: The emergence of remote access in support centres

Zendesk Turns Reviews, Comments and Messages into Two-Way Customer Service Conversations

PRESS RELEASE: Zendesk announced a new integration that lets businesses engage with customers on non-traditional support channels. Static reviews, comments and messages can now become dynamic two-way engagement opportunities that let companies easily connect with customers. Businesses on Amazon, eBay, and Trustpilot are already successfully managing these types of interactions within Zendesk. Continue reading Zendesk Turns Reviews, Comments and Messages into Two-Way Customer Service Conversations