Salesforce Expands Collaboration with CVS Health to Enhance Call Center Experience
Written by Emily J. Thompson, Senior Investment Analyst
Updated: 2 days ago
0mins
Source: Newsfilter
- AI-Driven Call Center Experience: The expanded collaboration between Salesforce and CVS Health will streamline call center interactions through the Agentforce Health platform, expected to enhance service efficiency for 185 million users and improve customer satisfaction.
- Real-Time Data Support: The new platform will leverage AI agents to provide real-time insights, enabling CVS Health's member care teams to resolve inquiries faster while ensuring a comprehensive view of members' health profiles during interactions with various business units, thereby enhancing service quality.
- Decade of Collaboration Deepens: The partnership between CVS Health and Salesforce has spanned over a decade, and this expansion marks Salesforce's largest Agentforce deal in regulated industries, further reducing fragmentation in the U.S. healthcare system.
- Employee Efficiency Boost: By utilizing tools like Slack for real-time communication, customer care teams can align better, while Agentforce Health automates routine tasks, allowing CVS Health employees to focus on higher-value work and deliver more personalized service.
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Analyst Views on CRM
Wall Street analysts forecast CRM stock price to rise
39 Analyst Rating
29 Buy
9 Hold
1 Sell
Moderate Buy
Current: 176.170
Low
223.00
Averages
326.40
High
405.00
Current: 176.170
Low
223.00
Averages
326.40
High
405.00
About CRM
Salesforce, Inc. is a customer relationship management (CRM) technology company. Its artificial intelligence (AI) powered Agentforce 360 Platform offers sales, service, marketing, commerce, collaboration, data management, integration, analytics, and information technology (IT) service solutions. It enables customers to build and deploy digital labor for employees and customers, leveraging autonomous AI agents across business functions. Its service offerings include Agentforce Sales, Agentforce Service, Agentforce 360 Platform, Slack and Others. The Agentforce Sales provides sales capabilities and tools built for organizations across prospecting, sales engagement, team collaboration, sales analytics and AI, sales programs, sales performance, partner management, and revenue and orders. The Agentforce Service provides field service solutions that enable companies to connect service agents, dispatchers and mobile employees through platform to schedule, dispatch and manage jobs.
About the author
Emily J. Thompson
Emily J. Thompson, a Chartered Financial Analyst (CFA) with 12 years in investment research, graduated with honors from the Wharton School. Specializing in industrial and technology stocks, she provides in-depth analysis for Intellectia’s earnings and market brief reports.
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- Transformation Challenges: Although ServiceNow and Palantir have made strides in AI, their legacy business models face challenges, particularly as older technology SaaS companies may lose market share during the transition, impacting their competitive edge.
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