{"id":42393,"date":"2020-12-02T00:05:00","date_gmt":"2020-12-02T08:05:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?post_type=sf_press_release&p=42393"},"modified":"2024-09-16T15:07:32","modified_gmt":"2024-09-16T22:07:32","slug":"service-cloud-workforce-engagement","status":"publish","type":"sf_press_release","link":"https:\/\/www.salesforce.com\/news\/press-releases\/2020\/12\/02\/service-cloud-workforce-engagement\/","title":{"rendered":"Salesforce Introduces Service Cloud Workforce Engagement to Help Contact Centers Adapt to an All-Digital, Work from Anywhere World"},"content":{"rendered":"\n

Service leaders will be able to predict customer demand and organize their workforce to staff the right agents with the right skills at the right time <\/em>\u2014 all on the world\u2019s #1 CRM<\/em><\/p>\n\n\n\n

San Francisco \u2014 December 2, 2020 \u2014<\/strong> Salesforce [NYSE: CRM], the global leader in CRM, today introduced Service Cloud Workforce Engagement, a new dynamic workforce planning product that will help service leaders organize their entire workforce from anywhere and distribute the right work to the right agents based on skills and service channel.<\/p>\n\n\n\n

With COVID-19, contact centers are dealing with a huge surge in the volume of questions across service channels like phone, chat, text and social media. At the same time, service leaders are managing staffing resources amid the transition to the work-from-home environment. Many are relying on legacy workforce management technology to organize their teams \u2014 disparate, on-premise solutions and spreadsheets that were never designed to manage globally distributed workforces. In today’s all-digital, work-from-anywhere world, companies need technology that offers a connected view of the employee and customer, all on one cloud-based platform.<\/p>\n\n\n\n

\u201cDelivering service is more complex than ever with agents working from anywhere and volumes of customer support requests spiking,\u201d said Bill Patterson, EVP and General Manager, CRM Applications at Salesforce. \u201cWith Service Cloud Workforce Engagement, Salesforce will arm the contact center with a connected solution \u2014 all on one platform so our customers can remain resilient and agile no matter what tomorrow may bring.\u201d<\/p>\n\n\n\n

Introducing Service Cloud Workforce Engagement<\/h2>\n\n\n\n

Service Cloud Workforce Engagement will help companies deliver exceptional service by using artificial intelligence (AI) to predict customer service demand, enabling companies to staff the right agents, with the right skills, at the right time. With Service Cloud Workforce Engagement, agents will have a single workspace that integrates all of the data, systems and coaching they need to deliver personalized service and resolve issues quickly. Salesforce will be the only provider who offers a complete customer service suite \u2014  Core Service, Digital Engagement, Service Cloud Voice, Salesforce Field Service and now Service Cloud Workforce Engagement \u2014 all on one CRM platform. Today\u2019s announcement includes:<\/p>\n\n\n\n