The ultimate guide to customer interaction management for Dreamforce

▤ Summary

Salesforce embraced this transition a couple of years ago by urging enterprises to become “Customer Companies” and I cannot find a better place than Dreamforce to start your exploration of all these technologies. This unprecedented level of excitement from one of the major software provider illustrates: Dreamforce visitors walking the aisles of the show will have a unique opportunity to seize the Interaction Management space. While self-service has become the preferred way for consumers to contact enterprises, human interactions remain crucial as noted by Dimension Data in its latest benchmark report. It is paving the way to a new style of omnichannel communications, with short interactions that can be resumed at any time and on any channel when needed and form a continuous conversation. This emerging category includes traditional recommendation and decisioning applications, and new predictive and machine learning solutions optimizing the matching of callers to agents and the response process.

▦ Linked Companies

Salesforce

$1B+