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A Note from Idea Helix

SFDC’s New “Contact Center” Analyzes Voice Conversations!

11/04/2022

Salesforce has released an update to its cloud contact center bundle of services that provides Service Cloud users access to customer data platform connections, automations and AI. It also gets a formal name: Salesforce Contact Center. Among the new capabilities in the update are tools for workforce management, survey management, AI tools for analyzing voice conversations, AI bots for self-service and call routing.

All of Salesforce's clouds, including Sales Cloud and Commerce Cloud, will eventually get updates for Genie, a suite of data management services previewed last month at Dreamforce. Salesforce pitched Genie as a way to generalize its CDP, typically a marketing tool for sales, service, e-commerce and even MuleSoft and Tableau. Salesforce said that Genie will also permeate Salesforce Industries vertical clouds, with specific workflows and shortcuts tailored to different businesses.

While Salesforce Service Cloud users await a presumed larger Genie update, joint users of Contact Center and the Salesforce CDP will be able to generate more granular, personalized insights right now. Plugging CDP into the Contact Center offers a 360-degree view of a customer's activity data across sales, e-commerce and marketing.

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