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CRM Stock Down 9% Despite Salesforce Unveils New Service Cloud Workforce Engagement

| Updated
by Benjamin Godfrey · 3 min read
CRM Stock Down 9% Despite Salesforce Unveils New Service Cloud Workforce Engagement
Photo: Salesforce

The evolution of cloud-based services has made Salesforce switch to other public cloud providers like Amazon Web Services, Microsoft Azure, and Google, and the Hyperforce tool is aimed at letting its customers enjoy similar flexibility.

American cloud-based software company, Salesforce.com, Inc (NYSE: CRM) has unveiled the latest of its cloud products dubbed the Service Cloud Workforce Engagement. As TechCrunch reported, the Salesforce Service Cloud Workforce Engagement is targeted at helping to keep up with customer volume amid changing customer behavior in the past months.

Despite the news from the company, CRM stock was in the red yesterday and lost 8.93% of its value. The stock closed at $220.78. In the pre-market, the stock is 0.77% up.

Many things were overhauled with the coronavirus pandemic as many people switched online. The pandemic ushered in a work from home situation across the board and this caused the spread out of customer service agents, causing a workforce management difficulty that the new product seeks to address.

“With Service Cloud Workforce Engagement, Salesforce will arm the contact center with a connected solution – all on one platform so our customers can remain resilient and agile no matter what tomorrow may bring,” Bill Patterson, EVP, and general manager for CRM Applications at Salesforce said in a statement.

The Salesforce Service Cloud Workforce Engagement serves a multifaceted function top of which is a Service Forecast for Customer 360, Omnichannel Capacity Planning, and a well-structured teaching component. The Service Forecast for Customer 360 is a tool that aids in predicting workforce needs and employs Artificial Intelligence to distribute customer requests in an efficient manner.

The Omnichannel Capacity Planning is a tool that comes in handy for managers who can use it to post Customer Service Agents (CSAs) across different channels including phones, emails, or messaging outlets wherever they appear to be needed the most. The teaching component of the Service Cloud Workforce Engagement will help CSAs to give the correct answer at a given time in all situations.

According to Salesforce, the teaching component will help “to increase agent engagement and performance, companies will be able to quickly onboard and continually train agents by delivering bite-size, guided learning paths directly in the agent’s workspace during their shift.”

Salesforce Cloud Service Adds Up Hyperforce

Salesforce has further propounded its roles in the cloud service space by rolling out the Hyperforce cloud service, a tool that brings flexibility to cloud users of all kinds. With Hyperforce, Salesforce can now let you move your data to any public cloud of your choice in a bid to offer more value to its wide customer base.

The evolution of cloud-based services has made Salesforce switch to other public cloud providers like Amazon Web Services, Microsoft Azure, and Google, and the Hyperforce tool is aimed at letting its customers enjoy similar flexibility.

According to Holger Mueller, an analyst at Constellation Research, the move by Salesforce to launch Hyperforce is long expected. He noted that “The pandemic requires SaaS vendors to move their offerings from their own data centers to [public cloud] data centers, so they can offer both architectural and commercial elasticity to their customers,” adding that the fact that Salesforce has now enabled public cloud services to its customers will usher in data sovereignty and all the other benefits attached to the use of a public cloud service.

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Benjamin Godfrey

Benjamin Godfrey is a blockchain enthusiast and journalists who relish writing about the real life applications of blockchain technology and innovations to drive general acceptance and worldwide integration of the emerging technology. His desires to educate people about cryptocurrencies inspires his contributions to renowned blockchain based media and sites. Benjamin Godfrey is a lover of sports and agriculture.

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