Deloitte Digital has announced a new offering uniting the organisation's experience in large scale contact centre transformations and human-centered design with the latest capabilities of Salesforce Service Cloud Voice. The new offering will enhance omni-channel customer experience capabilities for contact centres, for businesses across customer-facing industries such as government, financial services, health care, and consumer, to better meet the needs of customers and agents.
Deloitte Digital's offering delivers Salesforce Service Cloud Voice, a cloud-based solution inclusive of AI, rich analytics, natural language understanding (NLU), next best action and other integrated telephony functionality to enable the contact centre infrastructure and desktop of the future - today. Deloitte Digital will bring industry experience with a design-led approach, contact centre strategy, operations depth and technology skills to deliver Service Cloud Voice solutions to customers worldwide.
"Deloitte Digital is focused on elevating the human experience for customers, members, citizens and agents - and with Salesforce, we can enhance the way service is performed at every touchpoint," said Claire Gillies, Salesforce Lead partner at Deloitte Digital. Deloitte Digital can help companies apply this innovative new service model to enable the contact centre to be much more personalised, operated from anywhere, be easily scalable and omni-channel."
Thanks to a unified service console capturing all customer interactions and integration with broader telephony functionality, such as real-time call transcription and call analytics, contact centre agents have access to all necessary information for each customer, allowing them to focus on improving the overall experience. AI-driven features enable enhanced self-service to lower costs, reduce wait times and position agents to resume customer interactions from where they left off. Additionally, agents have more time to address the more complex calls, allowing for more efficiency to drive revenue.
"Service Cloud Voice uses Salesforce Service Cloud's 360-degree view to place the customer at the centre." said Jon Gamble, Regional Sales Director, Service Cloud, Salesforce Australia. "Service, now more than ever, is a key driver for loyalty and business value."
