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SALESFORCE UNVEILS NEW CAPABILITIES TO EQUIP CONTACT CENTERS WITH THE DATA THEY
NEED TO DRIVE GROWTH.

Learn more.


OMNICHANNEL CUSTOMER ENGAGEMENT

Create seamless customer service experiences that scale across voice, digital
channels, and video—on the Einstein 1 Platform. Give your agents the AI-powered
tools and customer context they need in a single console to deliver personalized
service — no matter the channel. The result? Faster resolutions and happier
customers.

Watch demo Try for free




WHAT CAN YOU DO WITH YOUR NEW CUSTOMER ENGAGEMENT SOFTWARE?

Improve operational efficiency, unlock greater agent productivity, and deliver
better outcomes by breaking down channel and departmental silos to put your
customer at the center of every conversation.

Take a Guided Tour


MEET CUSTOMERS WHERE THEY ARE — ANYTIME, ANYWHERE.

Digital Engagement


LIVE CHAT & MESSAGING

Don’t put your customers on hold. Meet them on their preferred channels from
your website; mobile app, SMS, WhatsApp, Facebook Messenger, Apple Messages for
Business, and more. Scale 24/7 support easily with AI-powered chatbots to
resolve cases faster by automating answers to common questions and business
processes.




PROACTIVE MESSAGING

Go from reactive to proactive service with automated, relevant outbound messages
from order status updates to appointment confirmations and reminders. Deflect
inbound volume and improve customer experience by getting ahead of service
issues — from shipping delays to service outages — with timely notifications.




API & INTEGRATIONS

Expand your reach by extending the power of Digital Customer Engagement to
almost any third-party channel with out-of-the-box integrations and APIs.







NATIVELY INTEGRATE PHONE SUPPORT.

Service Cloud Voice


TELEPHONY INTEGRATION

Get on the phones faster with out-of-the-box telephony integration with Amazon
Connect or a range of partners on the Salesforce AppExchange. Embed the phone
into your digital channels in Service Cloud to provide a holistic view of your
customer conversations. Connect your customers to the right agent at the right
time and give your agents all the context they need to assist customers faster
than ever.




REAL-TIME CALL TRANSCRIPTION

Launch AI-driven recommendations with real-time transcriptions that free up
agents to focus on the customer. Improve Customer 360 and insights with the
ability to analyze voice conversations in the context of CRM data — driving next
best actions to help agents resolve cases faster. At the end of the call, wrap
up with conversation summaries based on customer intents and sentiment.




AGENT PRODUCTIVITY TOOLS

Equip agents with instant access to a complete view of the customer and better
tools and insights. Reduce average handle times and deliver a seamless customer
experience with the help of real-time transcription and AI-powered
recommendations from Einstein. Give agents and supervisors full visibility into
the customer data from your voice and CRM channels in real time.







EMPOWER YOUR SERVICE TEAMS TO DELIVER OMNI-CHANNEL SUPPORT.


OMNI-CHANNEL ROUTING

Intelligently route work from any channel to the right agent for the most
efficient resolution based on skill set, availability, and capacity.
Automatically route work items to the most available and qualified queues,
agents, or even Einstein Bots to assist customers more effectively and close
cases faster.




TRAINING AND MANAGEMENT

Give supervisors visibility and insights to onboard, coach, and manage agents.
Supervisors can monitor key contact center metrics in realtime and step in to
assist on conversations when agents need support. Improve onboarding, agent
productivity, and agent engagement by enhancing supervisor visibility and
coaching tools.




MY SERVICE JOURNEY

Discover which omni-channel capabilities and implementation best practices you
should adopt next based on your business goals.







RESOLVE ISSUES FASTER USING REAL-TIME VIDEO.

Visual Remote Assistant


DESKTOP SHARING

Empower your teams to seamlessly guide customers through critical actions — all
while maintaining the highest level of privacy. With our nonintrusive approach,
you can ensure that sensitive information remains confidential while delivering
top-notch assistance.




VISUAL FLOWS

Harness the power of streamlined processes with Visual Flows to automate tasks
for greater efficiency and a smoother experience. Unlock key knowledge articles
using optical character recognition, and ensure continuous improvement by
seamlessly integrating CSAT surveys after each session. Experience a holistic
approach to improving customer support.




AUGMENTED REALITY

Transform your video support experience with interactive guidance. Step into the
future of customer support, where you can swiftly resolve issues through a
dynamic blend of video, screenshots, and annotations. Revolutionize your
assistance approach and deliver solutions that are faster, more effective, and
highly engaging.







TAKE A TOUR OF THE #1 AI CRM FOR SERVICE.

Find out how Service Cloud helps you deflect 30% of cases and deliver value
across your customer journey with CRM + AI + Data + Trust.

Take the tour


ENHANCE YOUR OMNICHANNEL CUSTOMER ENGAGEMENT SOLUTION WITH THESE RELATED
PRODUCTS.


CONTACT CENTER

Drive efficiencies and case resolutions faster with AI, automation, and
Omni-Channel support.

Learn more


DIGITAL ENGAGEMENT

Deliver seamless, personalized conversational experiences across channels — at
scale.

Learn more


SERVICE CLOUD VOICE

Reduce call volume and speed up call resolution by uniting cloud telephony and
Salesforce CRM.

Learn more


VISUAL REMOTE ASSISTANT

Improve first-time fix rates with real-time remote service and access to expert
assistance.

Learn more


EINSTEIN BOTS

Resolve cases faster and scale 24/7 support across channels with AI-powered
chatbots.

Learn more


SCALE SERVICE FOR FINANCIAL SERVICES

Scale customer service in financial services with automation and AI, and move
common interactions to low-cost self-service.

Learn more


View all products



SERVICE CLOUD PRICING

Start by selecting your Service Cloud edition. Some editions already include
these capabilities right out of the box. For the others, you can easily add
these products.


DIGITAL ENGAGEMENT

Reach customers across every digital channel.

$ 75
user / month

 * 
   Chat for Web or In-App
 * 
   Messaging (WhatsApp, Facebook Messenger, SMS, Apple Messages for Business)
 * 
   Einstein Bots

View detailed pricing


SERVICE CLOUD VOICE

Natively integrate telephony with your CRM.

Starting at $50 USD
user / month

 * 
   Integrated phone support
 * 
   Omni Supervisor
 * 
   Call center analytics

View detailed pricing


VISUAL REMOTE ASSISTANT

Engage customers and employees anywhere with real-time, visual support.

$ 50
User/Month (billed annually)

 * 
   Real-Time Interactive Guidance
 * 
   Intelligent Engagement
 * 
   Quick Setup, Fast ROI

Contact Us

This page is provided for informational purposes only and is subject to change.
Contact a sales representative for detailed pricing information.

View detailed pricing


> SALESFORCE ALLOWED US TO SCALE AND SUPPORT ALL OF OUR CUSTOMERS AS WE HIT A
> PERIOD OF TREMENDOUS GROWTH.
> 
> Patrick Spence
> CEO, Sonos

Read the story



GET THE MOST OUT OF DIGITAL ENGAGEMENT WITH THOUSANDS OF PARTNER APPS AND
EXPERTS.





JOIN THE #SERVICEBLAZER MOVEMENT.

Together, we're building the premier destination for service and field service
professionals.

Get started


LEARN NEW SKILLS WITH FREE, GUIDED LEARNING ON TRAILHEAD.





HIT THE GROUND RUNNING WITH TIPS, TRICKS, AND BEST PRACTICES.

Guide


GUIDE TO THE MODERN CONTACT CENTER

Download now
Guide


THE FUTURE OF VOICE IN THE CONTACT CENTER

Get the guide
Video


SEE HOW ADT SOLVED 80% OF VIRTUAL CALLS WITHOUT A TRUCK ROLL

Watch the video
ROI Calculator


COST SAVINGS CALCULATOR

Access the calculator
See all resources


READY TO TAKE THE NEXT STEP WITH THE SERVICE SOLUTION BUILT ON THE WORLD’S #1
CRM?


START YOUR TRIAL.

Try Service Cloud free for 30 days. No credit card, no installations.

Try for free


TALK TO AN EXPERT.

Tell us a bit more so the right person can reach out faster.

Request a call


STAY UP TO DATE.

Get the latest research, industry insights, and product news delivered straight
to your inbox.

Sign up for newsletter




DIGITAL CUSTOMER ENGAGEMENT FAQ


WHAT IS DIGITAL CUSTOMER ENGAGEMENT SOFTWARE?

Digital customer engagement software enables your business to engage with
customers on the phone, on your website, or on your mobile app in real time. The
best digital customer engagement software is built directly into your CRM with
artificial intelligence, chatbots, automation and workflows, self-service help
centers, knowledge bases, and omni-channel routing.


HOW DOES DIGITAL CUSTOMER ENGAGEMENT SOFTWARE WORK?

Digital customer engagement software enables real-time support between
businesses and customers across channels — allowing customers to connect
instantly to a chatbot or agent.


WHAT BUSINESSES NEED DIGITAL CUSTOMER ENGAGEMENT SOFTWARE?

Businesses of any size and industry can benefit from digital customer engagement
software, including businesses in ecommerce, financial services, travel and
hospitality, software and cloud services, healthcare, telecommunications, and
media.


WHY USE DIGITAL CUSTOMER ENGAGEMENT SOFTWARE?

Digital customer engagement software offers your customers an instant and
convenient channel for customer support. It offers benefits such as increased
first contact resolution, reduced operational costs, improved agent efficiency
and productivity, and increased customer satisfaction.


WHAT IS A DIGITAL CUSTOMER ENGAGEMENT PLATFORM?

A digital customer engagement platform enables businesses to provide seamless
customer service across multiple digital channels, such as chat, SMS, messaging
apps, and more.




NEED HELP?

No problem. Chat with our sales experts or call us at 1-800-664-9073.

Let's Chat No Thanks
Contact Us

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