Salesforce announced during Dreamforce 2019 that it would be introducing a new Einstein-branded capability: dynamic call coaching. Baked into Sales Cloud, the feature uses conversational data to drive automated coaching of sales representatives based on keywords or phrases they use in their calls. This feedback can be leveraged to improve sales pitches and the buying experience for the customer.
Using machine learning to mine sales coaching insights from conversational data is a new frontier of interest to many startups and sales organizations. Gong is widely considered a leader in this space – it was only a matter of time before a larger customer experience vendor like Salesforce also made a concerted push into the market.
The promise of these solutions is that they will free up sales managers from listening to lengthy call recordings and enable them to instead focus on aggregate trends and patterns. They will also allow organizations to provide more feedback at scale (for example, providing coaching on every call rather than a random sample). The reality is these products are still in their early days and are subject to deficiencies in audio quality or the effectiveness of their natural language processing algorithms. But as these algorithms, keyword identification, and coaching based on datasets improve, the market will only heat up.
Salesforce’s foray into this space is a smart one: by nestling its call-coaching functionality natively within Sales Cloud, it has created a compelling single-vendor story. We expect that, as time progresses, Salesforce will roll this functionality into its customer service products as well to deliver similar insights to contact center managers.
Field Effect Covalence is an EDR/MDR/XDR offering that translates chaos into order.
To revitalize and strengthen business transformation, Avaya has outlined a five-step plan for restructuring its product lines, go-to-market strategy, and balance sheet. This tech note evaluates these five steps, highlighting the main contingencies for each step’s successful rollout.
Zoho, a multinational software and web-based business tool provider, has announced the launch of Trident – a hub that brings Zoho’s pre-existing and new unified communications capabilities into a single pane of glass. How will Trident’s addition to Workplace impact customer migrations from Microsoft and Google.
On May 24-25, Informatica held its annual conference in Las Vegas – the first time “in-person” since the beginning of the COVID-19 pandemic.
Custom application development is a strategic differentiator in the digital economy. Organizations need to make good decisions on how to insource or outsource that development or they risk bad software … and worse results.
This note highlights the top three trends to watch for in the 2022 UCaaS marketspace: AR/VR digital workspaces will see sustained investment; UCaaS and customer experience management technologies will continue to blend; and speech functionality will become more sophisticated through AI-driven technology.
Enterprise Connect is North America’s premier conference for advances in communications, collaboration, and customer experience technologies. In this note, Thomas Randall provides his trends and keynote highlights for Enterprise Connect 2021, held September 27 to 29.
On October 6, 2021, Front briefed Info-Tech on their latest product functionality and roadmap, alongside their growth in the EMEA region. Front – a unified customer experience platform provider – offers a centralized communications hub that enables the fluid interchange of information for both internal and external communications.
On October 8, 2021, BlueJeans by Verizon announced their “Next-Generation BlueJeans” suite and partnership with Google Glass. The Next-Generation suite ties BlueJeans Meetings to two new products: BlueJeans Spaces and BlueJeans Collab Board.