Salesforce today announced new AI-powered automation and digital channel technologies for Service Cloud to power features for service agents and customers. The first set of tools aims to predict, ...

Monet Software has released a workforce management (WFM) solution for Salesforce.com that integrates with Salesforce Service Cloud or Sales Cloud case management systems. With this omnichannel WFM ...

We came across a bullish thesis on Salesforce, Inc. on Darius Dark Investing’s Substack. In this article, we will summarize ...

Expanded collaboration brings NiCE’s AI-powered CX and intelligent orchestration together with Agentforce in Salesforce Service Cloud, empowering businesses to deliver complete customer service ...

It’s AI Day. And as Salesforce prepares to announce what they consider “the future of trusted enterprise AI” this afternoon, CMSWire has a sneak peek at one of the biggest reveals: Salesforce AI Cloud ...

With a pandemic raging across many parts of the world, many companies have customer service agents spread out as well, creating a workforce management nightmare. It wasn’t easy to manage and route ...

Clara Shih rejoined Salesforce — after 11 years at a startup — as CEO of its biggest cloud biz. As CEO of its Service Cloud, she's bullish on AI to improve customer service, for end-users and agents.