3 key takeaways from Salesforce World Tour Sydney

Salesforce World Tour 2018 took Sydney by storm on March 6 at the International Convention Centre. The event was jam-packed with learnings, insights, product demos. This event attracted more than 11,000 attendees keen to see how customers, partners & trailblazers are leveraging their Salesforce Platform to create connected customer experiences, learn new skills, innovate at … Continue reading 3 key takeaways from Salesforce World Tour Sydney

Legacy Vs Modern Service Desks

Customers have changed, products have changed, the way they interact with the products have changed, then why should the service desk be the same? It is time Legacy service desks move and give way to Modern Service Desk solutions. First Time Resolutions: Earlier, customers being able to connect to companies on their preferred channel itself … Continue reading Legacy Vs Modern Service Desks

Incentive Compensation in Retail Industry

The retail landscape is increasingly dominated by stores. But the headlong rise of e-commerce has put extreme pressure on retailers to become more efficient, and to justify their bricks and mortar existence to customers. Retailers are recognizing that traditional retail needs to be retooled and their key differentiator could be that employee standing in the … Continue reading Incentive Compensation in Retail Industry

Telephony Integration  – A smarter way to make and receive calls inside Oracle CRM

Enhance your customer interaction, service and satisfaction with CRM++ Computer Telephony Integration for Oracle CRM Are you still manually dialing telephone numbers, looking up contacts and capturing telephone call information by hand? Moreover which sounds better? "Who is this?" or "Thank you for calling us Mark!" Clearly, the latter. In business, every call you make … Continue reading Telephony Integration  – A smarter way to make and receive calls inside Oracle CRM

Can Remote Device Monitoring benefit Field Service organizations?

How to deliver a knock-your-socks-off customer experience (CX) during Field Service? Does Customer Service experience ensure winning your customers for rather longer tenure than anticipated? In a non-creepy style, of course. Today's field service management apps are not only limited to resource tracking. Location is great to know, but it's just the beginning of what … Continue reading Can Remote Device Monitoring benefit Field Service organizations?

The Modern Customer

A few weeks back I received a call from an advocate’s office asking me to visit the court with regards to a civil case filed against me. This took me by surprise and when asked for more details, the caller did not provide any or did not have any. On further investigation, I found that … Continue reading The Modern Customer

Oracle Service Cloud Cross-Channel Contact Center Overview and Roadmap

  Let’s start with channel, today we got numerous channels i.e. voice, emails, web, fax, texts and many more including social media and to be very honest out of these, web and social media are very hot right now and gaining popularity. Yes it would be absolutely right to say that we are dealing with … Continue reading Oracle Service Cloud Cross-Channel Contact Center Overview and Roadmap