Salesforce unveils new capabilities to equip contact centers with the data they need to drive growth.

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Omnichannel Customer Engagement

Create seamless customer service experiences that scale across voice, digital channels, and video—on the Einstein 1 Platform. Give your agents the AI-powered tools and customer context they need in a single console to deliver personalized service — no matter the channel. The result? Faster resolutions and happier customers.

What can you do with your new customer engagement software?

Improve operational efficiency, unlock greater agent productivity, and deliver better outcomes by breaking down channel and departmental silos to put your customer at the centre of every conversation.

Meet customers where they are — anytime, anywhere.

Digital Engagement

Don’t put your customers on hold. Meet them on their preferred channels from your website; mobile app, SMS, WhatsApp, Facebook Messenger, Apple Messages for Business, and more. Scale 24/7 support easily with AI-powered chatbots to resolve cases faster by automating answers to common questions and business processes.

Chat windows showing an agent's communication with a customer on various channels

Go from reactive to proactive service with automated, relevant outbound messages from order status updates to appointment confirmations and reminders. Deflect inbound volume and improve customer experience by getting ahead of service issues — from shipping delays to service outages — with timely notifications.

A delivery notification to a customer about their package's expected arrival

Expand your reach by extending the power of Digital Customer Engagement to almost any third-party channel with out-of-the-box integrations and APIs.

Astro connects data from a customer's CRM platform to provide support across channels
Chat windows showing an agent's communication with a customer on various channels
A delivery notification to a customer about their package's expected arrival
Astro connects data from a customer's CRM platform to provide support across channels

Natively integrate phone support.

Service Cloud Voice

Get on the phones faster with out-of-the-box telephony integration with Amazon Connect or a range of partners on the Salesforce AppExchange. Embed the phone into your digital channels in Service Cloud to provide a holistic view of your customer conversations. Connect your customers to the right agent at the right time and give your agents all the context they need to assist customers faster than ever.

Telephony Integration

Launch AI-driven recommendations with real-time transcriptions that free up agents to focus on the customer. Improve Customer 360 and insights with the ability to analyze voice conversations in the context of CRM data — driving next best actions to help agents resolve cases faster. At the end of the call, wrap up with conversation summaries based on customer intents and sentiment.

Real-Time Call Transcription

Equip agents with instant access to a complete view of the customer and better tools and insights. Reduce average handle times and deliver a seamless customer experience with the help of real-time transcription and AI-powered recommendations from Einstein. Give agents and supervisors full visibility into the customer data from your voice and CRM channels in real time.

Agent Productivity Tools
Telephony Integration
Real-Time Call Transcription
Agent Productivity Tools

Empower your service teams to deliver omni-channel support.

Intelligently route work from any channel to the right agent for the most efficient resolution based on skill set, availability, and capacity. Automatically route work items to the most available and qualified queues, agents, or even Einstein Bots to assist customers more effectively and close cases faster.

A window displaying different customer interactions on various channels

Give supervisors visibility and insights to onboard, coach, and manage agents. Supervisors can monitor key contact center metrics in realtime and step in to assist on conversations when agents need support. Improve onboarding, agent productivity, and agent engagement by enhancing supervisor visibility and coaching tools.

Training and Management
A window displaying different customer interactions on various channels
Training and Management

Resolve issues faster using real-time video.

Visual Remote Assistant

Empower your teams to seamlessly guide customers through critical actions — all while maintaining the highest level of privacy. With our nonintrusive approach, you can ensure that sensitive information remains confidential while delivering top-notch assistance.

Desktop Sharing

Harness the power of streamlined processes with Visual Flows to automate tasks for greater efficiency and a smoother experience. Unlock key knowledge articles using optical character recognition, and ensure continuous improvement by seamlessly integrating CSAT surveys after each session. Experience a holistic approach to improving customer support.

Visual Flows

Transform your video support experience with interactive guidance. Step into the future of customer support, where you can swiftly resolve issues through a dynamic blend of video, screenshots, and annotations. Revolutionize your assistance approach and deliver solutions that are faster, more effective, and highly engaging.

Augmented Reality
Desktop Sharing
Visual Flows
Augmented Reality

Get the most out of Digital Engagement with thousands of partner apps and experts.

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Digital Customer Engagement FAQ

Digital customer engagement software enables your business to engage with customers on the phone, on your website, or on your mobile app in real time. The best digital customer engagement software is built directly into your CRM with artificial intelligence, chatbots, automation and workflows, self-service help centers, knowledge bases, and omni-channel routing.

Digital customer engagement software enables real-time support between businesses and customers across channels — allowing customers to connect instantly to a chatbot or agent.

Businesses of any size and industry can benefit from digital customer engagement software, including businesses in ecommerce, financial services, travel and hospitality, software and cloud services, healthcare, telecommunications, and media.

Digital customer engagement software offers your customers an instant and convenient channel for customer support. It offers benefits such as increased first contact resolution, reduced operational costs, improved agent efficiency and productivity, and increased customer satisfaction.

A digital customer engagement platform enables businesses to provide seamless customer service across multiple digital channels, such as chat, SMS, messaging apps, and more.