On the Road with PureCloud for Salesforce – Lightning, Einstein and more

dreamforce

I’m writing this article 38,000 feet above Utah on the flight back home from Dreamforce.  This past week was intense to say the least.  I was exposed to a lot of information and heard so many stories, all of which caused my mind to race in so many different directions.  I look forward to a little quiet time in the upcoming days to unpack the experience.  I have notes and photos of presentation slides to review as I think about what all of this means for users of PureCloud for Salesforce.

Lightning meets PureCloud

One immediate benefit you may not know about is PureCloud for Salesforce can now be used in the Sales Cloud Lightning Experience.  As part of the Winter 17 Salesforce release, contact center integrations are available with Lightning, which offers a modern and attractive user interface and a more efficient user experience than the classic version.  Prior to the conference, our development team worked directly with Salesforce product management, who gave them access to the new APIs that Salesforce had created.  In that frantic week before Dreamforce, our team was able complete a limited release of product changes that took advantage of the new APIs to allow PureCloud to function within the Lightning Experience.  The technical sales engineers at our booth demoed this functionality to a number of impressed conference-goers.

Einstein introduces benefits

Screen Shot 2016-09-27 at 4.43.22 PMA longer term benefit discussed during the Dreamforce keynotes and many other smaller sessions is Einstein and the power of predictive analytics.  My understanding of Einstein is there are some immediate Sales Cloud features to be released with Winter 17, while the planned Service Cloud features would come sometime later. There will likely be some evolution of those features between now and when they’re finally released, but any analytic functionality, Einstein or otherwise, is going to depend on data.

One of the key benefits for PureCloud for Salesforce is the data that it generates.  Salesforce already stores case data.  If an agent is working a case, the integration completes that case data by adding data about that interaction.  Salesforce already stores lead data.  If an agent is engaging a lead, the integration completes that lead data by adding data about that interaction.  It can complete account data, contact data, and nearly any kind of object’s data with data about related interactions.   This data is key as we try to predict things like whether a case’s next step is more likely to be closed or escalated, or whether a lead is likely to become a qualified lead.

 

Compassion creates perspective

The vast majority of my time was spent talking to prospects and customers and attending sessions about Salesforce’s roadmap and the research Salesforce has conducted on contact center trends and best practices.  On the last day, though, I did get a chance to attend a general session where Emotional Intelligence author Daniel Goleman spoke about compassion.  It was a refreshing perspective that made me think not only about products and work, but about the various interactions I have with others each day—to  be encouraged to look at each of those vastly different aspects of life through a common lens.

Overall, the experience was an invigorating one.  It’s one that I’ll be able to draw on as I present PureCloud for Salesforce, guide others through its use and best practices, and plan its future.  If you attended, I hope your experience was equally as rewarding.

Interested in learning more? Read more or sign up for a demo by visiting: PureCloud for Salesforce!

Thanks,

Randolph

Randolph Rife

Randolph Rife

As Sr. Product Owner, Randolph develops vision and direction for PureCloud client integrations to Salesforce and Zendesk. When he’s not working in JIRA, he’s having conversations with the development teams, the sales teams, the services team, customers, partners, prospects, and anyone and everyone else interested. He evangelizes the products and features we have and solicits input to determine what’s next.