Diving into the Analytics Wave

Rewind a year to Dreamforce 2014, and Salesforce Chairman and CEO Marc Benioff revealed that the company had entered the $38 billion analytics market with the launch of the Salesforce Analytics Cloud, designed for every business user, making it easier than ever for anyone to explore data, uncover new insights and take action instantly from any device. More recently, the company introduced its first Salesforce app – Sales Wave – to deliver expert insights that supercharge sales, followed by the Service Wave app which unlocks the power of customer service data.

And as Dreamforce kicked-off this week, the company announced that its analytics visualization tools are now available across its entire platform as it opens up Analytics Cloud to partners, enabling the eco-system to innovate and build their own wave analytics apps to address enterprise-specific, industry-specific and user-specific opportunities.

NewVoiceMedia was pleased to be among the first ISVs to extend the Wave Platform and launch two new analytics apps which will deliver instant, deep analytics about customer communications so sales and service reps can boost sales performance and deliver better customer experiences. The two apps, Vision for Sales and Vision for Service, were demonstrated in a session today by NewVoiceMedia’s Director of Product Management, Scott Effler.

Held in the Analytics Cloud Theater, Scott explained how businesses can now deliver powerful insights to their sales and customer service teams on Wave with NewVoiceMedia. “The fastest growing companies not only know everything they can about their prospects and customers – from how often they get in touch, through to which channel they use and why – but how their teams handled it. Built on top of the ContactWorld for Sales and ContactWorld for Service platforms, with the power of the Salesforce Wave Analytics Platform, you can benefit from a complete picture of how your organization is operating such as revenue driven per rep, agent productivity and cost-to-serve, so you’re able to make more strategic decisions about how to operate more efficiently and effectively.”

With Vision for Sales, sales reps can immediately access invaluable information like revenue driven per rep, call, or vertical; cost per rep or opportunity; and other performance metrics. The solution instantly delivers a panoramic view of the sales organization so leaders can make informed planning decisions and optimize resources.

Vision for Service provides internal information about agent productivity and cost-to-serve, offering rare insight into customer experience. The solution assembles information like wait time, abandon rates, transfer percentages and number of first contact resolutions to give users a window into the quality of their customer service.

If you missed Scott’s session today, don’t worry as he will be presenting again tomorrow (Wednesday September 16) at 12.30pm in the Analytics Cloud Theater, Moscone West (Deliver powerful insights to your sales and customer service teams on Wave with NewVoiceMedia). You can register here.

Demos will also take place at the NewVoiceMedia booth, N1817 and the Salesforce Wave demonstration area. They will highlight both applications’ capabilities to empower sales and service employees to make more informed and strategic decisions for both the organization and its customers.
Nicola Brookes
Nicola Brookes

Nicola is RVP Corporate Communications at NewVoiceMedia. She will mostly blog about customer service, industry news, events and company updates. Follow Nicola on Twitter at http://twitter.com/nbrookespr

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