Name: 3 Ways AI Will Scale Your Contact Center - Move from Hype to Reality
Start: 2024-03-11T06:31:00Z
End: 2024-03-11T06:31:56.000Z
Location: BrightTALK
Rating: 5

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Through Agentforce, our suite of customizable agents and tools, Salesforce brings autonomous agents, unified data, analytics, and Customer 360 apps together on one integrated platform to help companies connect with customers in a whole new way.

With new business expectations come new opportunities to adapt. With agentic AI, be sure to unlock the full potential of your business.
In this upcoming webinar, discover how Salesforce can help you navigate today's challenges and drive unprecedented growth. 

Bringing the latest insights from Agentforce World Tour Auckland to you, you'll learn:

***Navigate Economic Uncertainty:** Understand how to overcome rising costs and competitive pressures.
***Empower Your Workforce:** Learn to maximise productivity with AI and consolidated tech.
***Boost Customer Experience:** Discover how AI can personalise interactions and foster loyalty.
***Drive Revenue Growth:** See how to find, win, and keep customers more effectively.
***Prepare for AI Success:** Assess your organisation's AI readiness and future-proof your business.


Register for our  or watch it on demand afterwards.

Agents of Growth: Unlocking SMB Potential with Unified Data

AI promises a sales revolution, yet your reps are still losing deals and wasting time. That’s because even the most powerful AI falters when selling teams are drowning in tools and communicating in silos, lacking a complete picture of customer data. So, how do you fix that?

Join us to learn how Salesforce Sales Cloud and Slack unlock a competitive advantage by uniting your people, data, AI, and automation in one experience. See how new innovations like Salesforce channels and Agentforce connect data and dialogue to deliver actionable AI insights, all in one place where sales teams have everyone and everything they need to win.

In this session, you'll learn how to:

*Accelerate deal cycles* with real-time collaboration that connects customer data and conversations, so selling teams can strategize together with a complete view of the business.
*Empower your reps* with instant, AI-driven intelligence and automation—enabling smarter decisions, better coaching, and faster wins.
*Boost productivity and data quality* by making it easy to update CRM, capture notes, and automate busywork —whether reps are working in Slack or Salesforce.

The Deeply Unified Advantage: How Sales Cloud and Slack Drive Revenue Success

Register for our  or watch it on demand afterwards.

El Jannah’s Secret Sauce: How AI Agents are Redefining the Future of QSR

Unlock a new era of agentic analytics with the powerful combination of Tableau Next. Discover how intuitive conversational analytics lets you simply ask questions in natural language and instantly receive accurate, contextual insights. We'll explore how Tableau Next leverages Tableau Semantics, Salesforce's trusted AI-infused semantic layer, to ground agent responses in your trusted business knowledge, clarify your intent, and continuously learn, delivering increasingly accurate and relevant insights over time. Transform raw data into meaningful insights – all without complex queries or manual digging.

In this on-demand, learn how Tableau Next and Tableau Semantics:
* Provides conversational analytics for quick, actionable insights and visual answers – no complex queries needed.
* Delivers trusted accuracy by grounding responses in a unified semantic layer with rich business context.
* Continuously improves insights accuracy and relevance by enabling agents to clarify intent and continuously learn over time.

Beyond Dashboards: Unlock Trusted Conversational Analytics with Tableau Next

Are disconnected systems and friction-filled checkouts costing you sales? In a competitive market, every interaction matters. It's time to build a commerce experience that captivates buyers and accelerates revenue.

This session reveals how Salesforce Commerce Cloud empowers you to meet and exceed modern buyer expectations. Move beyond a simple storefront and build an intelligent, unified commerce engine that drives efficiency and loyalty.

Accelerate Growth and Create Seamless Experiences with Unified Commerce

Feeling the squeeze to grow your small business while juggling a million things? Are messy communications slowing your team down as you expand? It's time to stop switching between tabs and start streamlining your success.

Watch this on-demand demo to see how Slack and Starter Suite combine to create the ultimate toolkit for landing more deals and making your customers rave. We cut through the fluff to show you exactly how these tools work together to boost your team's efficiency and keep everyone on the same page, turning chaotic workflows into powerful results.

How to use Slack and Salesforce to win new deals and deliver better customer service

Learn how agentic AI is transforming work from simple assistance to active collaboration. Featuring our partners at Deloitte, this session explores how to leverage autonomous systems to accelerate decisions, scale impact, and unlock new capacity and creativity when paired with a smart workforce strategy.

Rearchitecting work in the age of AI

our financial services contact centre holds a goldmine of customer insights. The key to unlocking this value is AI, which offers a powerful opportunity to drive significant productivity gains and free up your teams for the high-value conversations that truly matter with customers.

In this live webinar, happening today, you will hear directly from AIA New Zealand, the country's largest life insurer, as they share their transformation story. Discover how they integrated AI into their frontline experience to reduce agent cognitive load and enhance customer outcomes.

Driving Productivity: 3 ways AI is changing contact centres in financial services

The pressure on IT leaders to innovate with AI while fortifying security has never been greater. This webinar unpacks the latest findings from Salesforce's State of IT reports, drawing on insights from over 4,000 global IT decision-makers, with a special focus on perspectives from ANZ leaders.

Watch this on-demand session to explore how AI is reshaping app development and creating new demands on IT, understand how robust security measures build customer trust amidst evolving threats, and see how AI agents are becoming critical tools for enhancing both innovation and resilience. You'll gain practical strategies to ensure your organisation stays ahead in the ever-evolving IT landscape.

The State of IT: AI and Security Insights for 2025 and Beyond

Time is your most valuable asset, yet we waste nearly a full day each week just searching for information. Slack's Enterprise Search solves this by bringing all your tools, files, and conversations into one intelligent, searchable hub.

Watch this on-demand webinar with experts from Salesforce and Slack to learn how to implement this powerful feature to boost productivity, unlock hidden knowledge, and measure its value, all while keeping your data safe and secure.

Unlock Insights with Enterprise Search: Find and Act on Knowledge Quickly and Easily

Connected telephony is no longer just about making calls, it’s a strategic asset for high-performing teams. Join us to discover how Salesforce Voice transforms every interaction into a seamless, AI-powered experience. You’ll learn how to connect conversations to your CRM, activate real-time AI, and automate post-call work to drive measurable gains in productivity, customer satisfaction, and revenue.

Calling all Sales & Service pros: Why Connected Telephony is your Next Superpower

Australia and New Zealand thrive off of small businesses. But with a saturated market, it is equally difficult and critical to stand out in the crowd by exceeding customer expectations. Continuing on with our webinar series, we will explore how to grow your business by differentiating yourself through optimal service. Tune in to hear insights from Amanda Carne, Global COO of Urban Rest and Tom Brandon, Regioanl Sales Director at Salesforce.

Join this webinar to discover:
- A Real-World Success Story
- Insights for Competitive Advantage
- Leveraging Data-Driven Insights

Watch on-demand now.

The Future of Growth: Exceeding Customer Expectations with Urban Rest

Imagine a workforce that is always available, scales effortlessly, and delivers exceptional service with trust, accuracy, and compliance. With Agentforce for Financial Services, banks, insurers and wealth managers, can leverage autonomous AI agents as a limitless digital workforce—automating processes, streamlining operations, and enhancing customer experiences like never before. 

Watch this session to explore how financial institutions are driving smarter growth, improving efficiency, and building trust with Agentforce.

Build the Workforce of the Future in Financial Services with Autonomous Agents

Boost productivity, cost efficiency and safety at every mine with AI-powered Field Service 

Harness the power of AI and witness first hand how Salesforce agent-first Field Service can transform your mining operations, boosting efficiency by up to 30%.

In this dynamic webinar you will discover how to:

Elevate site safety and compliance: using AI agents to deliver highest safety standards and regulatory adherence

Empower your teams: explore the transformative impact of AI agents, from streamlined onboarding to accelerated problem-solving, and intelligent scheduling

Optimise dispatch with precision: ensure the right person arrives at the right job with the right tools, knowledge, and timing, every time

Guide worker action: equip your workforce with real-time, intelligent guidance to execute tasks flawlessly on the right assets, in the right location, at the optimal moment

Leverage asset insights: Empower asset managers to make informed decisions based on critical asset data and telematics.

Boost productivity, cost efficiency and safety at every mine site

Ready to discover how you can do more with less? AI agents are revolutionising Consumer Goods and Manufacturing, and we're showing you how.

Unbox Agentforce for Consumer Goods and Manufacturing and other cutting-edge AI, data, planning, and execution innovations designed to automate complexity, boost efficiency, and unlock strategic wins.

Humans with agents deliver profitable growth for consumer goods and manufacturing

Join us for a look at the Summer ‘25 Marketing Cloud Release! You’ll get the inside scoop on the most important features from this release, right from our experts. They’ll take you through what you need to know and how each feature is built to help answer some of the biggest challenges facing marketers today. And the cherry on top? We’ll also take you through a few demos so you can see how it works. Register today to save your spot!

What you can expect:
- A review of the biggest new features coming to Marketing Intelligence, Salesforce Personalisation, Marketing Cloud Engagement, Account Engagement, Marketing Cloud Growth and Advanced Editions, as well as Loyalty and Referral Marketing.
- Demos of select features so you can get a front-row seat to how it all works
- A Q&A so you can ask our team questions

In addition, fresh off the back of Connections in Chicago, our product experts will be sharing the latest announcements and innovations in Marketing Cloud — bringing the best of what’s new right to your doorstep!

The Summer '25 Marketing Cloud Release Highlights

You might have heard that Agentforce delivers autonomous digital labour that can improve customer satisfaction and drive employee efficiency, but how does Agentforce actually understand, plan, reason and act? Join Salesforce AI Engineers to go under the hood and explore the technology that powers Agentforce.

In this webinar, you will gain actionable insights on:

*- Demystifying Agentforce's Core Technology:* Understand the underlying AI mechanisms that enable Agentforce's autonomous capabilities, including how it processes information, develops plans, and executes actions.
*- Practical Development Best Practices:* Learn concrete strategies and techniques for developing and customising Agentforce to suit specific business needs and use cases.
*Walk away with the knowledge to build and deploy Agentforce to solve your business problems.*

Understanding the Architecture of Agentforce

AI is revolutionising the business landscape, but many growing businesses struggle with understanding where to begin.
Watch this on-demand, tailored for small and medium-sized business owners to:

* Understand AI readiness and its importance
* Learn the foundational steps to effectively implement AI tools
* Explore practical AI use cases to enhance your business operations
* Gain clear, actionable steps to start leveraging AI, leading to improved efficiency and accelerated growth.

Become AI Ready: How Growing Businesses Can Use AI to Work Smarter and Grow Faster

Forward-thinking companies are achieving unprecedented productivity gains with Agentforce. Now, it's your turn to see the power of autonomous AI agents.

During this session, you will find out how you can leverage autonomous AI agents to offload low-priority work from your human workforce and enable them to concentrate on meaningful business objectives. You will also discover how leading companies are already gaining new levels of productivity with Agentforce.

Watch now to see how autonomous AI agents carry out tasks for both employees and customers - and create major business value.

Discover Agentforce - How to create business value with autonomous AI agents

Delivering standout customer service isn’t just about addressing needs; it's about anticipating them. With the integration of AI, data analytics, and collaborative tools like Slack, Salesforce’s Einstein 1 Service Edition redefines what it means to offer truly proactive and personalised service at scale. 

This marquee offering from Service Cloud not only enhances your team's capabilities but also transforms customer interactions into insightful, revenue-generating opportunities. 

In this webinar, discover how Einstein 1 Service Edition can help you learn how to leverage AI tools and real-time data to not only meet but exceed customer expectations, boosting both satisfaction and your bottom line.

Master the Art of Effortless Service with Einstein 1 Edition

Service teams are more focused on driving revenue than ever before, with 57% of leaders holding agents accountable for revenue-generating tasks. However, without insight into sales cycles, it's tough for service teams to predict customer needs and suggest the right services. Integrating Sales and Service gives agents a full view of customer interactions, enabling them to provide more personalised support and identify new sales opportunities. Hear from Dean Pearson, AVP of Sales at Salesforce, on how bringing this data together enhances customer support and uncovers new revenue streams. Learn how Salesforce helps organisations unify Sales and Service and discover the benefits of this approach.

Fuel Revenue Growth With Unified Service and Sales

In today's fast-paced world, customers increasingly seek quick solutions to their issues, with a strong preference for self-service options that allow them to resolve common problems independently. How can financial services organisations navigate compliance and regulatory challenges while implementing advanced service processes to enhance customer experience and reduce service costs?

Achieving widespread organisational implementation and adoption of elevated service processes presents its own set of challenges. We recognise that compliance concerns, regulatory hurdles, and migrating from legacy systems are difficult obstacles, but they can be overcome!

You will learn:

- The actionable insights and proven strategies that our customers have used to accelerate the evolution of their service processes.
- How to transform your call center into an efficiency hub to boost your Net Promoter Score (NPS), reduce operational costs, and drive revenue growth

How to drive efficient growth with data, automation and AI-powered customer service

Did you know that 85% of decision makers anticipate service will drive a larger share of revenue this year? As service organizations increasingly turn to AI to address new challenges and scale their contact centers and field services, it’s crucial to understand how to leverage these technologies effectively.

Watch this webinar to explore insights from our global survey of over 5,500 service professionals, including key findings from India. Discover how leading organizations are using AI and data to exceed customer expectations, boost team productivity, and drive revenue growth. 

Don't miss this opportunity to learn how to harness the power of AI to elevate your service operations.

2024 State of Service: New Data Reveals the Latest Trends

Discover the multifaceted role of AI across financial services with our webinar, AI in Finance: Enhancing Service, Sales, and Operations. 

Financial professionals from service, sales, acquisition, claims, and lending will gain insights into AI's practical applications. Discover how AI-readiness doesn’t require an overnight overhaul but a strategic shift in mindset, preparing your institution to lead in the AI-first financial landscape.

- Renovate: your approach across various functions by leveraging AI to enhance responsiveness and efficiency, whether it's in customer service, sales engagement, or back-office operations.
- Evolve: your adoption by leveraging digital colleagues, which can help accelerate customer acquisition, streamline claims processing, and innovate lending practices.
- Transcend: by empowering customers with proactive data-driven insights that drive better decision-making and satisfaction.

This webinar is an educational opportunity to better understand the evolution, value and versatility of AI in the financial services.

Embracing AI in Financial Services: Strategic Mindsets for Success

Learn how to transform your customer service experience from good to great with Service Product VP and former customer service leader, Matthew Kravitz. 

Join us to learn Matt's 7 actionable digital support best practices including: 
- Developing a Channel Strategy
- How to drive meaningful ROI with Self Service 
- Targeted AI investment to deliver an outcome 
- Q&A with our product and technology leaders

Good to Great: 7 Digital Support Best Practices

Watch this webinar featuring guest speaker Kate Leggett, Forrester Research Vice President and Principal Analyst, to hear the cutting-edge trends in customer service. Infuse trusted AI and data into the customer service conversation to provide context and ultimately, help your agents deliver the right service. 

Also, learn how to justify Service Cloud to your executive team with a business case. 

Guest speaker Veronica Iles, Senior Consultant, will walk through the recently commissioned Forrester Consulting Research Total Economic Impact™ study that found improvement in agent retention by 40% and case deflections by up to 50%.

Featured Speakers:

Kate Leggett, VP, Principal Analyst, Forrester
Veronica Iles, Sr. Consultant, Forrester
Mala Ravi, Director, Product Marketing, Salesforce

Top 3 AI and Data Trends in Customer Service

Field service organizations around the world are struggling to balance dueling priorities of meeting customer demands and driving productivity. As a result, the need for both efficient and intelligent service delivery is rising and AI is now an imperative. 

Learn how Salesforce Field Service, powered by the Einstein 1 Platform, enables companies to:
- Drive productivity in the field with trusted predictive and generative AI
- Proactively manage work and assets on one connected platform with real-time data
- Deploy faster and use automation to improve first time fix rates by 31%

How to Scale Field Service with AI & Automation

Join us for a recap of the most important takeaways, AI innovation announcements and demos from World Tour Sydney 2024, specifically for customer service leaders! 

Learn how Salesforce’s newest AI innovations will help your service organisation reimagine service, from self-service to the contact centre to the field. 

Learn how to:
- Activate AI to scale service
- Increase team productivity and 
- Save costs using the #1 AI CRM for service.

Then see a demo of Einstein 1 Service Cloud in action.

Key Takeaways for Service Leaders From World Tour Sydney

In today’s economic environment, service teams are being asked to do more with less as customer expectations continue to rise. Today’s customers want customised service delivered faster than ever before, however 78% of service agents say it’s difficult to balance speed and quality. With AI-powered self-service solutions, companies can better meet growing customer demands by delivering efficient and tailored experiences at scale.

Join this webinar to understand how to leverage AI to accelerate productivity and improve both the customer and agent experience. 

Learn how to prioritize key steps for your Self-Service growth journey.

Prepare Your Company for AI-Enhanced Self-Service

Field service organisations around the world are struggling to balance dueling priorities of meeting customer demands and driving productivity. As a result, the need for both efficient and intelligent service delivery is rising and AI is now an imperative. 

Join us to learn how Salesforce Field Service, powered by the Einstein 1 Platform, enables companies to:

- Drive productivity in the field with trusted predictive and generative AI
- Proactively manage work and assets on one connected platform with real-time data
- Deploy faster and use automation to improve first time fix rates by 31%*

This webinar includes a demo of our latest Field Service innovations, best practices from customer implementations, and a discussion with product leadership on upcoming roadmap.

*Source: Salesforce Field Service Success Metrics Study, 2022

Discover the key takeaways from Dreamforce 2023 for customer service and field service leaders. Learn about our latest AI innovations and how Service Cloud can empower your teams to reimagine service, reduce costs, and scale personalized experiences for every customer.

Top Takeaways for Service Leaders from Dreamforce '23

Watch this webinar to learn how you can make engagement feel effortless on mobile using new messaging and augmented reality innovations from Apple + Service Cloud, and take your service engagements to the next level.


In this webinar, you will:

- Uncover the seamless integration of Apple's technologies with Salesforce's Service Cloud.
- Explore the potential of new messaging features to streamline customer interactions and improve response times.
- Harness the power of augmented reality to provide remote assistance and enhance service operations.
- Learn best practices and real-world examples

Take Service Engagement to the Next Level With Apple + Service Cloud

The Key to Delivering Excellent Customer Service Every Time - Data + AI

Great customer service means you consistently deliver seamless and personalized service at scale. Companies that deliver excellent customer service go one step further; they truly understand their customers’ unique needs in order to deliver fast and hyper-personalized service at every touch point. But, moving from great customer service to excellent customer service that boosts revenue and increases customer satisfaction for your business requires investments to process and technology, as well as a shift in mindset towards an AI and data-driven strategy. 

Join this webinar to learn how Service Cloud can help you easily create a single source of truth, empower employees, and streamline your entire service experience so that you can deliver excellent customer service every time.

Featured Speakers: 
Derek Carless, Director, Service Cloud Product Marketing, Salesforce
Khoa Le, Vice President, Product Management, Service Cloud AI & Data Cloud, Salesforce

The Key to Delivering Excellent Customer Service Every Time - Data + AI

3 Things Every Service Leader Needs to Know From Dreamforce '23

Join us for a recap of the most important takeaways from Dreamforce 2023, specifically for customer service and field service leaders! Learn how Salesforce’s newest AI innovations will help your service organization reimagine service for the AI era to increase productivity and reduce costs.

Featured Speakers:
Rebecca Mackenzie, Director, Product Marketing, Salesforce

3 Things Every Service Leader Needs to Know From Dreamforce

Transform how service teams deliver value across every customer touchpoint

Learn how to go from AI hype to reality in your contact center. Watch this webinar to understand how to transform your customer channels, agent workspace, and supervisor experience into an AI-powered contact center. And hear from Robin Gareiss, CEO and Principal Analyst at Metrigy on how teams are planning, adopting, and finding value in AI.

3 Ways AI Will Scale Your Contact Center - Move from Hype to Reality

Salesforce

Customer Experience

Customer Success

Agent Productivity

Customer Engagement

Artificial Intelligence

Generative AI

Contact Center

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3 Ways AI Will Scale Your Contact Center - Move from Hype to Reality

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Salesforce, APAC