Salesforce Contact Center Modernization Assessment
We know that contact center and support teams across organizations want to use AI to reduce operating costs while at the same time modernizing their service offering. But many struggle to navigate challenges within their infrastructure, architecture and operating procedures.
Salesforce Service Cloud, Einstein AI and Data Cloud deliver the capabilities needed to create a modern digital platform with AI-embedded processes. Salesforce Service Voice and other digital channels ensure a service offering that will increase customer loyalty and satisfaction, improve service KPIs and bolster agent experience and retention. To achieve this, our assessment addresses six key priorities:
- Efficiency & Productivity
- Digital Transformation
- Data Security & Compliance
- Employee Experience
- Omnichannel Experience
- Customer Experience
How We Work with You
Our Customer Service Performance Mapping is the starting point for your modernization. We collaborate with you to establish your core service needs, delivering a product vision and prioritized capabilities across Salesforce AI, Digital Engagement and other Service Cloud features. We create an operating model and strategic roadmap to inform both implementation of Salesforce Service Cloud and people enablement. Our mapping framework is delivered in weeks, not months, and includes the following phases:
INVESTIGATE
ENVISION
DEFINE
Features and Benefits
Our Capabilities
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Salesforce Service Cloud
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Salesforce Service Voice leveraging AWS or Genesys
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Salesforce Einstein 1 AI Platform
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Salesforce Data Cloud
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Integration & Architecture
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Industry-Specific Knowledge
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Training & Enablement
Partnerships
EPAM can leverage our Solution Partners to modernize your service operation and elevate your contact center results:
