Customers are increasingly connecting with businesses via digital channels such as websites, mobile apps, text/SMS, social media, or live video. However, most companies are still delivering "fractured" customer experiences when customers move between channels. With Service Cloud’s omni-channel feature you can maintain a conversation with your customer across any channel, so that no matter what you’re delivering in-context service. Omni-channel service also allows you to route the right work to the right agent every time, based on agent availability, skills, or any other criteria important to your organization.
To learn more watch the webinar: