DMI wanted to use advanced technology to drive efficiencies in the sales team through voice and video call analytics. However, the integration of ECI with Salesforce and RingCentral as a media provider was a bit challenging for the company. DMI was in need of a system with the capability to:
DMI set three main objectives to overcome the described challenges:
Below are the steps taken during the integration process to ensure that the stated objectives are met:
RingCentral Integration:
Salesforce and ECI Integration
One of the biggest challenges was the lack of documentation regarding the integration of ECI into external media providers. DMI belonged to the first 100 buyers of ECI, which required custom solutions when fetching call data and recordings.
Another major challenge was that ECI is only capable of processing stereophonic call recordings, while RingCentral offered only monophonic recordings. The development team designed a custom code integration to convert monophonic recordings into a stereophonic format, allowing ECI to analyze the data fully for coaching purposes.
The integrated innovation provided DMI with in-depth insights on sales coaching, allowing the client to:
The integration of Einstein Conversation Insights (ECI) into Salesforce through the media provider RingCentral is a substantial leap in the field of customer interaction and sales coaching analytics. Despite limited documentation and incompatibilities with media forms, DMI built a strong system providing useful insights to their sales process. This integration’s success was the beginning of breakthrough advanced technologies that would revolutionize sales coaching and customer engagement, thereby setting a new standard for innovative solutions in this domain.
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A small to medium sized business would like to make some improvements of some of its functions in the most cost-effective way. Enterprises, on other hand, might be contemplating on going for an all-out AI diverse structure across all its outlets. The aim here is to determine the right strategy for your business size and requirements.
Salesforce Managed Services provide ongoing support, maintenance, and optimization of your Salesforce platform. Instead of hiring a full in-house team, businesses can rely on a dedicated group of experts to manage everything from daily tasks to long-term strategy.
Enter ServiceNow Customer Service Management (CSM), a single-platform approach that unifies channels, automates ServiceNow CSM workflows, and gives agents the context they need to wow customers at scale.
Salesforce Managed Services provide ongoing support, maintenance, and optimization of your Salesforce platform. Instead of hiring a full in-house team, businesses can rely on a dedicated group of experts to manage everything from daily tasks to long-term strategy.
Enter ServiceNow Customer Service Management (CSM), a single-platform approach that unifies channels, automates ServiceNow CSM workflows, and gives agents the context they need to wow customers at scale.
Salesforce Managed Services provide ongoing support, maintenance, and optimization of your Salesforce platform. Instead of hiring a full in-house team, businesses can rely on a dedicated group of experts to manage everything from daily tasks to long-term strategy.
Enter ServiceNow Customer Service Management (CSM), a single-platform approach that unifies channels, automates ServiceNow CSM workflows, and gives agents the context they need to wow customers at scale.
Salesforce Managed Services provide ongoing support, maintenance, and optimization of your Salesforce platform. Instead of hiring a full in-house team, businesses can rely on a dedicated group of experts to manage everything from daily tasks to long-term strategy.
Enter ServiceNow Customer Service Management (CSM), a single-platform approach that unifies channels, automates ServiceNow CSM workflows, and gives agents the context they need to wow customers at scale.
Salesforce Managed Services provide ongoing support, maintenance, and optimization of your Salesforce platform. Instead of hiring a full in-house team, businesses can rely on a dedicated group of experts to manage everything from daily tasks to long-term strategy.
Enter ServiceNow Customer Service Management (CSM), a single-platform approach that unifies channels, automates ServiceNow CSM workflows, and gives agents the context they need to wow customers at scale.
Salesforce Managed Services provide ongoing support, maintenance, and optimization of your Salesforce platform. Instead of hiring a full in-house team, businesses can rely on a dedicated group of experts to manage everything from daily tasks to long-term strategy.
Enter ServiceNow Customer Service Management (CSM), a single-platform approach that unifies channels, automates ServiceNow CSM workflows, and gives agents the context they need to wow customers at scale.
Salesforce Managed Services provide ongoing support, maintenance, and optimization of your Salesforce platform. Instead of hiring a full in-house team, businesses can rely on a dedicated group of experts to manage everything from daily tasks to long-term strategy.
Enter ServiceNow Customer Service Management (CSM), a single-platform approach that unifies channels, automates ServiceNow CSM workflows, and gives agents the context they need to wow customers at scale.
Salesforce Managed Services provide ongoing support, maintenance, and optimization of your Salesforce platform. Instead of hiring a full in-house team, businesses can rely on a dedicated group of experts to manage everything from daily tasks to long-term strategy.
Enter ServiceNow Customer Service Management (CSM), a single-platform approach that unifies channels, automates ServiceNow CSM workflows, and gives agents the context they need to wow customers at scale.
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