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Deloitte Launches Salesforce-Powered Digital Contact Center

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Deloitte Digital, in partnership with Salesforce, has introduced a new offering that will combine its experience in large scale contact center transformations and human-centered design to enhance customer experience for contact centers, Deloitte Digital reported on Thursday.

"Deloitte Digital is focused on elevating the human experience for customers, members, citizens and agents – and with Salesforce, we can enhance the way service is performed at every touchpoint," said Dave Couture, technology strategy and partnerships principal at Deloitte Consulting.

Deloitte Digital's solution will integrate Salesforce Service Cloud Voice, a cloud-based with AI, analytics, natural language understanding (NLU) to advance the contact center infrastructure. Deloitte Digital will also leverage a design-led approach, contact center strategy and innovative technology to deliver Service Cloud Voice solutions to its customers.

"Deloitte Digital can help companies apply this innovative new service model to enable the contact center to be much more personalized, operated from anywhere, easily scalable and omni-channel," Couture added. 

Deloitte Digital will offer a unified service console, including customer interactions and integration with broader telephony functionality, to improve customer experience. The company’s AI-driven features will enhance self-service, and reduce costs and wait times. 

"Service Cloud Voice leverages Salesforce Service Cloud's 360-degree view to put the focus on the customer, while enabling better speed to market and TCO," said Patrick Beyries, VP of product management at Salesforce. "Service will be inextricably linked to loyalty and business value like never before."