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Conversational Coaching Was Introduced at Dreamforce 2019 – But Can Salesforce Leapfrog Innovative Entrants in the Space?
Salesforce announced during Dreamforce 2019 that it would be introducing a new Einstein-branded capability: dynamic call coaching. Baked into Sales Cloud, the feature uses conversational data to drive automated coaching of sales representatives based on keywords or phrases they use in their calls. This feedback can be leveraged to improve sales pitches and the buying experience for the customer.
Using machine learning to mine sales coaching insights from conversational data is a new frontier of interest to many startups and sales organizations. Gong is widely considered a leader in this space – it was only a matter of time before a larger customer experience vendor like Salesforce also made a concerted push into the market.
The promise of these solutions is that they will free up sales managers from listening to lengthy call recordings and enable them to instead focus on aggregate trends and patterns. They will also allow organizations to provide more feedback at scale (for example, providing coaching on every call rather than a random sample). The reality is these products are still in their early days and are subject to deficiencies in audio quality or the effectiveness of their natural language processing algorithms. But as these algorithms, keyword identification, and coaching based on datasets improve, the market will only heat up.
Salesforce’s foray into this space is a smart one: by nestling its call-coaching functionality natively within Sales Cloud, it has created a compelling single-vendor story. We expect that, as time progresses, Salesforce will roll this functionality into its customer service products as well to deliver similar insights to contact center managers.
- Salesforce, an industry leader in customer relationship management (CRM) applications, recently introduced Einstein Call Coaching into its Sales Cloud offering to provide sales representatives with coaching based on conversational data (and to provide their managers with aggregate call trend analysis).
- The move is a smart one and will allow Salesforce to capture share from up-and-coming vendors like Gong.
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After another impressive quarter, Salesforce announced full-year 2020 results that exceeded expectations. Also announced were Keith Block’s departure, Gavin Patterson’s appointment to president and CEO of Salesforce International, and the acquisition of Vlocity.
While completing a record FY2020, Salesforce announced the acquisition of Salesforce Ventures–funded Vlocity, a leading provider of industry-specific cloud and mobile platform software. Vlocity is a cloud-native solution built on the Salesforce platform.
SaaS-based customer relationship management company Kustomer announced that it has raised $60 million to improve customer support experience by providing buyers’ transaction history and pages they have viewed and making the information available to company representatives in one interface.
Many companies are adopting GDPR as a global standard for user privacy, but Zoho went a step further at its analyst event held in Cedar Creek, Texas, Jan. 28-30. It promised to remove all third-party trackers from its web and mobile properties, describing ad-driven business models used by Silicon Valley firms such as Google, Facebook, and Twitter as legal but not moral. The Chennai, India-based firm was founded in 1996 and is privately owned.
Salesforce recently announced during Dreamforce 2019 the introduction of Customer 360 Truth. The product aims to stitch together customer information from marketing, sales and customer service applications to create a unified customer ID; whether this will be the silver bullet for managing fragmented customer information remains to be seen.
SugarCRM Rolls Out Fall ’19 Release With Savvy Improvements to Collaboration and Self-Service Capabilities
SugarCRM – a well-established player in the market for CRM platforms – recently rolled out its Fall 2019 release. From a functional perspective, the release does a good job advancing SugarCRM’s capabilities in the areas of self-service, collaboration, and sales automation.