Why the convergence of contact centres, AI & Automation and CRM matters
03/30/2022 13:45
NEXT GENERATION CX CAPABILITIES
Traditionally customer engagement technologies have been largely polarised – you’ve either been a CRM-led customer engagement operation with a largely silo-ed contact centre, a dedicated service desk style operation, or more contact centre focused with basic screen pop links or advisors left to source data manually.
But today’s CX teams can no longer afford to remain isolated in their contact centre, service desk or CRM camps. The pressure for brands to differentiate via their customer experience makes any CX technology decisions taken now even more important. That’s why it’s essential that organisations move quickly to align their technologies so that they’re able to provide a unified, end-to-end customer engagement experience.
As the lines between contact centres, CRM and AI & Automation blur, there’s a great opportunity for brands to build and deploy the kind of customer engagement ‘sweet spot’ that can really help to differentiate their customer experience.
PLACING AI-ENABLED VOICE AT THE HEART OF YOUR CRM
For organisations that are serious about building a true, single view of their customers that supports every part of the customer journey, then it's vital that phone interactions are included. Therefore, it's necessary for the voice channel to be brought into any unified digital channel experience.
Service Cloud Voice from Salesforce fits in here - allowing organisations to fully integrate their enterprise voice telephony into Salesforce CRM. With Service Cloud Voice, it's now possible for Salesforce CRM users to take advantage of the power of Amazon Connect, as well as platforms such as Avaya, Genesys and others.
Read the White Paper to find out;
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How the Contact Centre, AI & Automation and CRM landscape is starting to converge
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How to build out the next generation of CX capabilities
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CX convergence in action
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How Sabio can help organisations transform their customer journeys
With customer experience at the core, Sabio are uniquely positioned to help organisations take full advantage of Contact Centre, AI & Automation and Salesforce Service Cloud CRM technologies.
