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Invoca announces new integration with Five9

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Invoca announces new integration with Five9

Conversational AI platform Invoca announced a new integration with Five9, a cloud contact center solution. With this integration, CX-focused businesses who use Five9 will be able to support more intelligent conversations between call agents and customers. They’ll also gain new capabilities to pull intelligence and insights about the overall customer journey.

Five9 is a featured partner in Invoca’s expanding Invoca Exchange app marketplace, which currently contains over 50 apps and integrations.

Read next: Invoca unveils no-code integrations

What it does. Invoca’s conversational platform will support the interactions that customers and prospects have with cloud call centers run by Five9. Agents using the Invoca integration will have a better idea of the journey a customer went through prior to the call. This includes a customer’s journey through marketing campaigns by way of Google or Facebook ads.

Having all of these journeys and conversations managed by this one platform allows marketers to better measure the impact of these interactions, as well as the marketing campaigns that drove customers to make these calls. This means that businesses are not just upgrading their call center functionality and CX, but gaining insights into revenue and efficiency.

Humans using data for better CX. When human agents are speaking with a customer, they can use the contextual insights provided to them by Invoca AI to make helpful, targeted recommendations for a customer’s next action.

This intelligence from Invoca can also help determine which customers in the Five9 cloud contact center get a live agent or are routed to a Five9 Intelligent Virtual Agent.


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Why we care. Call centers are a critical touchpoint that can make or break the CX. Most customers who get to that point have already tried self-service, so it’s at least nice if the agent has some context so the customer isn’t starting from scratch with their problem.

Also, it’s not efficient for a business to have a human agent fielding every call, so intelligence about the customer journey can help triage the calls. The calls with common problems can be directed to automated solutions. Human agents can handle more complicated, less frequent service requests.

But beyond improved CX and efficient automation for service calls, there is another level of efficiency and revenue generation that can be achieved by connecting the dots between marketing campaigns and service calls.


About The Author

Chris Wood draws on over 15 years of reporting experience as a B2B editor and journalist. At DMN, he served as associate editor, offering original analysis on the evolving marketing tech landscape. He has interviewed leaders in tech and policy, from Canva CEO Melanie Perkins, to former Cisco CEO John Chambers, and Vivek Kundra, appointed by Barack Obama as the country’s first federal CIO. He is especially interested in how new technologies, including voice and blockchain, are disrupting the marketing world as we know it. In 2019, he moderated a panel on “innovation theater” at Fintech Inn, in Vilnius. In addition to his marketing-focused reporting in industry trades like Robotics Trends, Modern Brewery Age and AdNation News, Wood has also written for KIRKUS, and contributes fiction, criticism and poetry to several leading book blogs. He studied English at Fairfield University, and was born in Springfield, Massachusetts. He lives in New York.

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MARKETING

Salesforce winter 2023 release: The business executive’s guide

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Salesforce winter 2023 release: The business executive's guide

More than 150,000 companies are Salesforce customers. Salesforce’s share of the CRM market is about 25%. 

Few customers take advantage of the thrice-yearly release updates rolled out to every Salesforce user. I get it. Folks aren’t always paying attention to the releases because they’re focused on running their business, tending to the million things that come up each day. 

The full edition of this Winter’s ‘23 Release comes in at over 700 pages. The boiled-down, brass-tacks summary is still 32 pages.

Few business executives have the time and bandwidth to keep up with the ins and outs of these updates. Your admins and marketing operations people may slog through the whole doc but may not connect the dots between business initiatives and platform functionality. 

This series will connect those dots. I’ll summarize what you need to know about the latest release in five key categories: commerce, sales, service, marketing and loyalty programs.

I’ll cover the features that will help you make better decisions for your business and maximize how you use the platform. 

Based on features in this release, Salesforce is focused on:

  • Improving the base platform (adding ease that your hands-on admin and developer teams have requested for a long time).
  • Creating even more ways to connect with customers.
  • Offering more industry-tailored options that bring value to a business more quickly.

Robust support for subscription selling added to Commerce 

Adding a subscription pricing model benefits most businesses, whether you’re a fan belt manufacturer or an artisan dog food company.

Making it easier for your customer to buy your product is always a win-win, and this release makes implementing subscriptions more seamless from the backend with the Connect API tool. 

Connect API resources now support subscriptions and multiple product-selling models: 

  • One-time sales where products are sold for specific prices once. 
  • Term sales offer time-limited subscriptions. Products are sold and renewed for a specific amount of time, e.g. 12 months. 
  • Evergreen subscriptions offer products on a recurring basis until canceled.

Configuring charges for collecting local taxes in international jurisdictions was also enabled. 

Dig deeper: Salesforce unveils features to boost automation for marketing and sales


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Additions to sales enablement functionality

Overall, I’m loving the general focus on enablement through enhancements with dynamic forms, screen flows, and Slack integration. 

Teams can now build and launch enablement programs that drive to the most important KPIs for your business. You can now focus on specifics, like programs for a particular region or product, and offer incentives to drive business from them. 

And, dynamic form improvements mean end-users have more flexibility with fields and sections to display on page layouts. 

Sales teams can now better access, update, share records and get important notifications on their key accounts directly within Slack using a new integration. Sales can collaborate in account- and opportunity-focused Slack channels while accessing Salesforce data. 

And, you can make it easier for sales teams to work with colleagues throughout the enterprise in departments such as fulfillment, shipping, and finance. This is enabled using Slack and providing real-time access to data stored in Salesforce to everyone who needs it.

Next time, I’ll dive into the latest service, marketing, and loyalty programs features included in the Winter 2023 release.


Opinions expressed in this article are those of the guest author and not necessarily MarTech. Staff authors are listed here.



About The Author

Joe Anzalone

Joe is Vice President, Salesforce Technology at Shift7 Digital. As a member of the Shift7 leadership team, Joe works to craft solutions and architectures that meet ambitious client goals using the power of the Salesforce platform, including product ownership for Shift7’s Industry GTM Accelerators. Joe brings more than 20 years of experience implementing Salesforce and other digital platforms including enterprise solutions and complex technology implementations. He sits on the Salesforce B2B Commerce product advisory board. Shift7 Digital is a Salesforce Ventures-backed agency, revolutionizing the digital experience for manufacturers, distributors, and their customers.

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