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Elevated Contact Center Experiences for Customers and Agents
Elevate customer and employee experience with Webex and Salesforce Service Cloud Voice. Streamline channels, optimize workflows, and harness AI for personalized interactions.
Important: This session is first come, first seated. You do not have a reserved seat.

, Global Engineering Director, Contact Center, Cisco

, EVP, Salesforce Alliance, Bucher + Suter Inc

, Senior Sales Engineer, Bucher + Suter

Role: Operations, Service
Product: Agentforce Sales, Agentforce Service
Topic: Integration
Session Level: Beginner
Session Type: Theater
  • Wednesday, Sep 183:30 PM - 3:50 PM PDT
    (10:30 PM - 10:50 PM GMT)
    Moscone North, LL, Campground, Theater 3
Session Summary by Einstein: The conference session primarily focused on addressing the complexities within Salesforce and IT communications platforms, offering solutions to enhance customer and agent experiences through advancements in omnichannel orchestration, AI, and cloud contact center deployments. The speakers discussed how less than 30% of customers have fully transitioned to cloud contact center solutions, emphasizing the importance of integrating digital and voice interactions to improve service capabilities. Demonstrations included the use of conversational AI and real-time transcription to drive automation and facilitate seamless interactions between customers, agents, and backend systems. The session concluded with the introduction of 'b+s Elevate,' a package available on AppExchange that integrates Cisco Cloud Contact Center with Salesforce, showcasing its AI readiness and seamless channel integration.
Key Takeaways by Einstein:

• New advancements aim to reduce friction between IT and business, especially in contact center solutions, with a focus on personalizing customer interactions and empowering agents.

• Demonstrations highlighted the importance of AI in real-time customer service, such as detecting customer sentiment, providing next best actions, and summarizing calls for efficient agent resolution.

• The launch of 'b+s Elevate' represents a significant step in unifying Cisco's communication platform with Salesforce's service capabilities, offering a streamlined solution through AppExchange.

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Salesforce Developer, IBM