Salesforce Unveils Service Cloud Lightning Console, Service Wave Analytics App


Salesforce Unveils Service Cloud Lightning Console, Service Wave Analytics App

By Paula Bernier, Executive Editor, TMC  |  October 26, 2015

In other recent news from the CRM giant, Salesforce in September unveiled two news offerings for the contact center – the Service Cloud Lightning Console, and the Service Wave Analytics App, both of which will be generally available by the end of the year.

Bobby Amezaga, senior director of Service Cloud product marketing, says the Lightning Console enables agents to be “massively more productive” by providing them all the information they need to help customers. Today customer service agents typically have to toggle between many channels to address email, voice, and other interactions, he says, but the console brings all the channels together in a single platform. It also allows organizations to have knowledge articles available within the platform.

The app, which is based on the Service Wave offering Salesforce introduced last year, allows agents and contact center and customer support managers to have a 360-degree view of the customer and look at key performance indicators.

Salesforce offered a demonstration of how its customer Stanley Healthcare is leverage its solutions related to the company’s Hugs and Kisses bands, which attach to babies and their mothers in the hospital for identification purposes. The console in this scenario can show which devices are triggering alerts, who at the customer service center is helping what hospitals address those alerts, and how hospitals compare to one another in their need for support, as just a few examples of its functionality in this use case. And if certain hospitals seem to require a good amount of support, that could be a sign that added education or training is needed, so the solution can help push knowledge articles and/or create a work order for training.

Meanwhile, the Service Wave analytics app can offer data on which channels are being used to what extent, information about customer satisfaction and team efficiency and more.

“We’re trying to create the super agent of the future,” said Amezaga.

Edited by Kyle Piscioniere
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