Salesforce Expands Service Cloud Digital Engagement Capabilities

Equipping Contact Centers with the Data They Need to Drive

Personalized Customer Experiences

San Francisco — May 29, 2024 — Salesforce (NYSE: CRM), the world's #1 AI customer relationship management (CRM) platform, today announced the expansion of its Service Cloud digital engagement capabilities, empowering contact centers with the data and insights they need to deliver highly personalized customer experiences.

Salesforce Service Cloud Digital Engagement empowers contact center agents with a real-time view of customer journey data, including past interactions, preferences, and sentiment analysis. This enables agents to provide tailored support and resolve requests more efficiently, leading to increased customer satisfaction and loyalty.

Key features of the expanded Service Cloud Digital Engagement suite include:

• Real-time customer journey visualization
• Sentiment analysis and predictive insights
• Omni-channel support across voice, chat, and social media
• Integration with Salesforce AI-powered solutions, such as Einstein

"The contact center is the frontline of customer experience, and it's critical for agents to have the tools they need to deliver personalized support," said Mike Gerstenhaber, SVP and GM of Service Cloud at Salesforce. "Salesforce Service Cloud Digital Engagement provides agents with a comprehensive view of the customer journey, enabling them to resolve requests faster and build stronger relationships with customers."

Salesforce Service Cloud Digital Engagement is available now. For more information, visit:
www.salesforce.com/service-cloud/digital-engagement/