Create smarter contact centers with Salesforce
From contact center to field service, deliver a better experience for agents and customers while reducing costs.
The 10th annual The State of Salesforce: Future of Business provides a forward-looking view on how Salesforce is helping to shape the future of business.
Salesforce contact center solutions
Leverage Salesforce Service Cloud to engage customers across multiple channels and enable employees to service customers in new and innovative ways. Transform your contact center with more personalized customer interactions and the right tools for your employees.
Benefits
Automate repetitive requests with AI
Use AI virtual agents to deflect routine customer requests, allowing customers to resolve their questions faster, and free up agents to handle more difficult cases.
Deliver omnichannel customer service
Provide seamless support and resolve customer questions on your customers’ channel of choice.
Support agents for faster resolution
Enable agents to quickly find information and answer customer questions with faster access to numerous types of data across disparate systems, multiple Salesforce orgs and third-party sources.
Salesforce is helping us automate processes, centralize information and collaborate in real time.
– Prakash Kota, CIO, Autodesk
Salesforce contact center services
Conversational AI services
Virtual agents, embedded into intelligent workflows, can help you scale operations, reduce costs and improve employee productivity.
Cloud integration for Salesforce
MuleSoft integration capabilities give agents a unified customer record, connecting employees to customer data across front- and back-office processes and systems.
AI customer service with Watson
Salesforce Einstein and IBM Watson® provide tailored AI capabilities that unite bodies of knowledge from disparate data sources, helping employees service customer needs faster.
Transforming IBM’s contact center
With more than 25,000 global agents using Salesforce Service Cloud and IBM Watson, IBM has transformed its contact center, saving agents up to 45 minutes a day and reducing time to resolution by 26%.
Modernizing CaixaBank’s contact center experience
In response to the expansion of its digital clientele, CaixaBank created a streamlined omnichannel support environment with a single telephony and CRM platform on Salesforce Service Cloud.
Resources
How to support agents during a contact center transformation
As more companies embark on journeys to digitally transform their contact centers, learn how to support your employees during a digital transformation project.
Recession ready: Leveraging smarter contact centers
By combining artificial intelligence with omnichannel contact centers to mitigate risk and improve the customer experience, banks can bring their loss mitigation practices into 2020 and be prepared for a financial crisis.
7 characteristics of a great chatbot
Deploy a virtual agent with these best practices in mind, designed with attributes and functionality to have the broadest impact on both your business costs and customer experiences.
Modernize your contact center with cognitive care
Learn how a digitally transformed contact center creates intelligent experiences for both customers and agents.
The State of Salesforce
The State of Salesforce report is IBM’s annual thought leadership report that discusses how the best companies use Salesforce.
Build a customer engagement hub
Learn how this bank turned their contact center into an engagement hub — with an ROI of 293%.
Related solutions
Field service transformation
Discover an end-to-end field service management solution that connects your CRM platform, like Salesforce, to enterprise asset management tools, predictive analytics and IoT capabilities to improve service efficiency.
Experience design services
Use strategy, design and technology to create transformative experiences that impact your customers, your employees and your business.
Digital transformation consulting with IBM Garage
Work with our limitless network of multidisciplinary experts to harness leading technologies and deliver new ways of working at startup speed with enterprise scale.
Co-create with IBM Garage
Ideate, build, measure, iterate and scale solutions seamlessly with our end-to-end framework of design thinking, agile and DevOps practices. Achieve speed-to-value and adopt breakthrough technologies through the partnership created with your team and a diverse set of IBM experts in business, design and technology.