The Growth Technologies’ Post

“When it comes to service, we can move faster, innovate more boldly with AI, and make a bigger impact.” - Jennifer Change, Zendesk VP Zendesk is pulling back from sales CRM to focus entirely on customer service innovation. Under CEO Tom Eggemeier, formerly of President of Genesys, the company is: ✅ Expanding cloud contact center capabilities ✅ Launching its Resolution platform ✅ Investing in workforce engagement management In doing so, Zendesk seeks to reimagine the customer service stack. Read the full breakdown: 👉 https://lnkd.in/e7nxEYgP #zendesk #sales #crm

Five9 Launches Five9 Fusion for ServiceNow to Deliver Unified, AI-Powered Customer Service Experiences https://lnkd.in/dRDFDTYq #CRM #customerexperience #Customerservicemanagement #CXsystems #Five9 #Five9Fusion #insights #martech360

Discover the untapped potential of Salesforce Service Cloud’s Winter ’26 updates that could revolutionize customer engagement. 1. Trend Alert: Enhanced AI and Automation - Salesforce continues to integrate AI for smarter service solutions. - Automation features are refining customer interaction and workflow. 2. Salesforce Insights: Optimizing Customer Experience - AI-powered recommendations are becoming more intuitive. - Enhanced chat capabilities improve real-time customer support. 3. Challenges and Opportunities - Balancing AI and human touch remains crucial. - Adopting new features requires strategic planning and training. 4. Actionable Steps for Salesforce Professionals - Assess current service processes and identify areas for AI integration. - Train teams on new features to maximize their potential. - Regularly review the impact of these updates on customer satisfaction. Embrace these updates to stay ahead in delivering exceptional customer service experiences.  🔗 Link in 1st comment 🔗 Article from salesforceben(dot)com #Salesforce #Digitaltransformation #Awesomeadmin 💡 I share each day the latest insights and tips on Salesforce, Pardot, Marketing Cloud, Data Cloud, and Agentforce. Follow #AlexandreSFDC to stay updated with all the news and strategies! 🔔 Turn ON the bell notification on my LinkedIn profile

In my role as Customer Engagement, Dynamics 365, and Power Platform enterprise architect, I have guided various transformational projects and deliveries on the platform. Over the past two years, my primary focus has been on the Dynamics 365 Omnichannel/Contact Centre, Dynamics 365 Copilot and our single pane of glass strategy. Earlier this year, I combined the two main technical capabilities, alongside other Power Platform components such as AI models, canvas controls/pages, and cloud flows, to build a proof of concept of how we could extend customer service workspace, using a low-code approach to enable physical agents to deliver a service without leaving the applications or requiring swivel chair integration to other applications. The success criteria for the proof of concept were to: - Prove that we could deliver the happy path through complex, high-volume service. - Prove that we could guide physical agents through the service steps and reduce training needs. - Prove that we could prompt physical agents with next best actions and with the contextual supporting materials (E.g. knowledge articles, quick responses and email templates). - Prove that we could provide relevant real-time information to deliver the service to reduce error rates, improve quality and speed of delivery -Prove that we could build a responsive single pane of glass solution that removed the need for the physical agent to move between different applications to deliver the service. - Prove that we could take contextual information captured during BOT or IVR interactions and use them to drive the context of the downstream service. - Prove that we could reduce average handling time across the 3 stages of interaction E.g. 1. Customer and intent identification – remove the need for the agent to ask lot of question to identify the customer and their needs. 2. Service delivery – simply service delivery to improve consistency. 3. Wrap up – reduce time required for wrap up and drive consistent customer communication. - Prove that we could use a low code solution and not overly customise to ensure new Microsoft features could be adopted easily. The following diagram outlines the high-level solution and details how low-code approaches were utilized to meet these objectives. The success of the POC has laid the tracks for the strategy to follow over the coming months and years.

📞💬 Salesforce CTI vs SMS: When to Use Each (and Why You Need Both) Customer engagement isn’t one-size-fits-all. While CTI (Computer Telephony Integration) enables real-time, personalized conversations, SMS offers quick, convenient touchpoints that meet customers where they are. But the real question is 👉 Do you know when to use CTI and when to use SMS? 🔹 CTI enables real-time, personalized conversations that build strong relationships. 🔹 SMS delivers quick, convenient updates that meet customers where they are. The truth is—you don’t have to choose. The real power comes from using both together to create a seamless customer experience. 💡 Curious how to get the balance right? 👉 Read more here: http://bit.ly/45XxJ4g Salesforce Salesforce Admins Salesforce Partners Salesforce Developers Salesforce Platform Salesforce Sales Cloud #Salesforce #CTI #SMS #CustomerExperience #DigitalEngagement #SalesforceCTI #DigitalTransformation #GirikCTI

🚀 CRM: Powering Connected Customer Service Every customer interaction matters -  sales inquiry, support request, complaint, or invoice question. Customers expect: ✅ Fast but thoughtful service ✅ Continuity across channels ✅ A seamless experience That’s where CRM makes the difference. 👉 Multichannel Support – Follow cases across chat, calls, email, and self-service without customers repeating themselves. 👉 Smart Self-Service – 24/7 knowledge bases & communities reduce costs while boosting satisfaction. 👉 Customer Journey Insights – Spot trends, improve processes, and nurture loyalty. 👉 Virtual Call Centers – Cloud CRM lets teams support customers anytime, anywhere. 💡 The bottom line: CRM transforms contact centers into customer experience hubs. Curious about the best solutions? Check out Katrium for modern contact center services that put customers first.

Salesforce Service Voice Cloud is a cloud-based voice solution integrated within Service Cloud that enables businesses to deliver real-time, personalized customer support through voice calls. It combines telephony, AI, and CRM data into a single platform, giving agents the tools they need to resolve customer issues efficiently.   Service Voice Cloud is essentially Salesforce’s contact center voice solution built on Amazon Connect and tightly integrated with the Salesforce platform. Unlike traditional call centers that require separate telephony systems, this is 100% cloud-based, eliminating the need for physical phone lines or complicated setups. It empowers service agents to manage calls directly inside Salesforce, leveraging customer data, AI-driven insights, and automation to improve customer experiences.   1. Customer Initiates a Call A customer calls the service number provided by the company. The call is routed through Amazon Connect (cloud telephony system integrated with Salesforce). Interactive Voice Response may greet the customer and ask for input (e.g., “Press 1 for Billing, Press 2 for Technical Support”).   2. Intelligent Call Routing Based on IVR input, customer data, or AI predictions, the call is routed to the best available agent. Routing can be based on: Agent skill set , Language preference, Priority level   3. Screen Pop for Agent As soon as the agent accepts the call, customer information appears on their Salesforce Service Console. This includes Contact details, Case history, Recent interactions Agents don’t waste time searching for customer info.   4. Real-Time AI Assistance Einstein AI listens to the conversation and: Provides real-time recommendations (knowledge articles, next steps). Detects sentiment (positive, neutral, negative). Suggests scripts for better responses.   5. Omni-Channel Integration While on a voice call, the agent can: Send an email, Start a chat session, Log case details—all without leaving Salesforce. This keeps all interactions in one place.   6. Call Recording & Transcription The entire call is recorded and automatically transcribed. These transcripts can be Used for quality assurance, added to the customer case, analyzed for training and compliance   7. Post-Call Automation After the call ends Case notes, call logs, and transcripts are automatically attached. Follow-up tasks can be created (like sending an email or scheduling a callback). No manual data entry required. #Salesforce #SalesforceAdministrator #CRM #CloudComputing #ReportsAndDashboards #DataManagement #AdminLife #SalesforceCareers #LearningSalesforce #TechCareers #Learn #Grow #Tech #SmartRouting #360CustomerView #AgentEfficiency #AIForService #VoiceAssistance #OmniChannelSupport #VoiceAnalytics #QualityControl

⏳ Still losing time navigating between disconnected tools for email, case management, and customer feedback? For service teams, these inefficiencies don’t just slow response times — they directly impact customer satisfaction and SLA compliance. At Source IT Solutions Inc., we’ve built a Salesforce-native application designed to streamline and automate your entire support workflow — all within a single platform. Here’s how it works: 🔄 Automatically converts incoming emails into Salesforce Cases 📬 Routes and assigns Cases based on intelligent, configurable rules ✅ Automates resolution and closure workflows 📢 Triggers post-resolution surveys instantly 📊 Captures and stores feedback natively in Salesforce 🕒 Monitors Entitlements & Milestones to keep every Case on track with SLA commitments The results speak for themselves: 🚀 Accelerated resolution times 📈 Higher CSAT scores 🎯 Improved SLA performance We’re launching soon on Salesforce AppExchange — and early access is available. 📩Interested in a first look or early access? Let’s connect. Reach out to us at salesforce@sourceitsolutions.com #SourceITSolutions #Salesforce #AppExchange #CustomerService #CX #SaaS #ServiceCloud #CSAT #SLAs #ProductLaunch #CaseManagement #CustomerSupport #ProcessAutomation #Innovation #B2BTech #CustomerExperience #CustomerSuccess #SLA #SupportOps #SaaS #DigitalTransformation #SalesforcePartners #HelpdeskSolutions #EnterpriseSoftware #CustomerEngagement #SupportExcellence #CXInnovation

🚀 Exciting times at Source IT Solutions Inc.! We are gearing up to launch our Salesforce-native customer service application on AppExchange — designed to transform how service teams manage customer support, all within a single platform. Key highlights of the solution: 🔄 Automatic conversion of incoming emails into Salesforce Cases 📬 Intelligent case routing & assignment ✅ Streamlined resolution and closure workflows 📢 Instant post-resolution surveys 📊 Native Salesforce feedback capture 🕒 SLA tracking with Entitlements & Milestones The outcome? ✨ Faster case resolutions ✨ Improved SLA compliance ✨ Higher customer satisfaction (CSAT) Proud to see our team’s innovation and dedication coming together to deliver real value to businesses. Early access is now available — reach out at salesforce@sourceitsolutions.com to connect. #SourceITSolutions #Salesforce #AppExchange #CustomerService #CX #SaaS #ServiceCloud #CSAT #SLAs #ProductLaunch #CaseManagement #CustomerSupport #ProcessAutomation #Innovation #B2BTech #CustomerExperience #CustomerSuccess #SLA #SupportOps #SaaS #DigitalTransformation #SalesforcePartners #HelpdeskSolutions #EnterpriseSoftware #CustomerEngagement #SupportExcellence #CXInnovation

The Open Secret to a Better Customer Experience 🤫 The CX market is at a crossroads. Some vendors are building closed, proprietary platforms, creating a "walled garden" where their AI only works with their software. This leads to dangerous vendor lock-in and limits a business's ability to innovate. Meanwhile, Avaya is championing a future that’s open and collaborative with its Avaya Infinity platform. By embracing the Model Context Protocol (MCP), they’re revealing the secret to a better CX: true flexibility. For years, the market was simple: you had CC vendors handling customer interactions and CRM vendors for customer data. But as AI becomes the central nervous system of every business, these lines are blurring. CRM giants are entering the contact center space. While their data capabilities are undeniable, they often lack the deep, real-time orchestration and a true CX-first mentality. They are building from the data out, not from the interaction in. Why Avaya’s Open Approach is the Smart Bet Freedom of Choice. 🔓 Unlike a closed-shop CCaaS provider, Avaya's open platform allows businesses to integrate and switch between a wide range of AI models without a "rip and replace" overhaul. The Model Context Protocol (MCP) acts as a universal API, standardizing how AI interacts with enterprise data. This future-proofs a company's investment, ensuring they can easily adopt the next generation of AI as it evolves without being held hostage by a single vendor's roadmap. True Context is Everything. 🧠 While CRM vendors are masters of data, they often lack the real-time, dynamic orchestration required for a fluid CX. Avaya Infinity, powered by MCP, goes beyond static data. It enables AI to access real-time information from a variety of sources—including CRM, inventory systems, and even on-premise legacy systems—to provide a truly contextual experience. This allows an AI to not just know a customer's name and purchase history, but to understand their current issue, sentiment, and the most relevant next action in a single, seamless interaction. Hybrid and Secure. 🛡️ Many all-in-one solutions are cloud-only. Avaya's flexible architecture allows businesses to run their CX on-premise, in the cloud, or in a hybrid model, giving them the control and security they need. AI as a Partner, Not a Replacement. 🤝 Avaya’s vision is "tandem care"—a powerful collaboration between AI and human agents. The AI handles routine queries and provides a complete summary to an agent when a seamless handoff is needed. The CX market is at a crossroads. Will you choose a closed ecosystem that limits your potential, or an open platform that empowers you with flexibility, choice, and true intelligence? I believe the answer is clear. To find out more please visit https://lnkd.in/e7KWAzJ4