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Salesforce Service Cloud puts machine smarts in omnichannel

Salesforce announces the Service Cloud Intelligence Engine to add machine smarts to customer service in readiness for omnichannel and the Internet of Things

Source: diginomica.com

Congratulation to #Salesforce for building a skills based ACD for all contacts. The ‘machine smarts’ being rolled out to Service Cloud later this year include: Intelligent business processes- which looks like skills based routing, Intelligent workload management  – which looks like an #ACD and Seamless #omnichannel customer view which routes customers to the agent they dealt with previously. This has been an ACD function for years and while generally positive is not without issues… imagine being connected to a rude, unprofessional or difficult agent every time you interacted with an organzation. #custserv #custexp #callcenter #cx #cctr

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