“Deloitte Digital announced a new offering uniting the organization’s experience in large scale contact center 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 centers across all customer facing businesses including 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 center infrastructure and desktop of the future – today. Deloitte Digital will bring industry experience with a design-led approach, contact center strategy, operations depth and technology skills to deliver Service Cloud Voice solutions to customers worldwide.”
“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, 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…” Read the full press release here.
Source: Deloitte Digital Elevates the Future of Contact Centers with New Offering Powered by Salesforce Service Cloud Voice – December 17, 2020. Deloitte.
Deloitte and Salesforce were recently named to the updated list of NXT UP firms poised to make big waves in the Federal sector in 2020 and for years to come.