At the end of February, Salesforce announced new solutions for the communications providers within Communications Cloud. ENWAY Journal has prepared a concise overview for you.
Contact Center Built for Providers
Contact Center for Communications is an out-of-the-box solution that is included in Communications Cloud. Basically, it is an enhanced Contact Center with new features tailored to providers’ needs. Contact Center for Communications is generally available starting from February 14, 2023.
Some compelling capabilities of the platform:
- Predefined, Extensible Flows to Check Serviceability.
With that feature, managers can easily check customers’ addresses to understand what services are available to them. - Predefined, Extensible Flows for ID and Verification
This feature helps to quickly clarify the customer’s identity when they are reaching out for support. - Einstein Conversation Insights
New AI functionality that gives the service team a full view of the situation in the contact center and notifies them of major issues.
Better Management With Order Predictions
Order Fulfillment Date Predictions is a newly available predictive model recommending expected order fulfillment terms even before placing an order. Then using CRM Analytics, Order Delay Predictions will be able to identify orders with a delay risk due to the incorrect address, etc. After that, managers can quickly correct the order details and propose a new date.
Order Delay Predictions will become generally available in June 2023.
WhatsApp for Service
At Dreamforce 2022, Salesforce and WhatsApp announced a strategic partnership. Now we see the first results. A new feature – WhatsApp for Service – will be available in Salesforce’s Contact Center for Communications as of March 16. This integration will provide a personalized customer experience with chatbots and rich conversations with audio and video files, stickers, emojis, etc.
Summary
Salesforce extended the solution for communication service providers with a suite of capabilities to improve service teams’ performance and enhance customer experience. Also, Salesforce announced the long-anticipated WhatsApp integration, coming for Service cloud for a start.
