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For over 30 years, we’ve been driving success through optimized CRM solutions.
We leverage the power of Salesforce, AWS, and Google Cloud to revolutionize how you connect with your customers. From sales and service to marketing, we help businesses of all sizes evaluate, analyze, and implement cutting-edge technologies, ensuring you stay ahead in the evolving digital landscape.
Our Services
Data Management Assessment
Our Data Management Assessment provides a comprehensive evaluation of your current data landscape, identifying areas for improvement and laying the foundation for data-driven decision-making. We’ll help you unlock the true value of your information, ensuring it fuels growth and empowers your team. Read more
Agentforce Readiness Assessment
Our Agentforce Assessment dives deep into your agent workflows, identifying bottlenecks and opportunities to optimize performance. From streamlining processes to enhancing training, we’ll help you create a more efficient and effective agent workforce. Read more
Agentforce Implementation
With Agentforce Activate, we work hand-in-hand with your team to implement the changes identified in the assessment, ensuring a smooth transition and maximum impact. We will guide you through every step of the process, from configuration and customization to training and support. Read more
Our Technologies
Our Blogs
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The power of conversational AI
Outdated static websites create customer frustration and operational inefficiencies. Omnicloud is revolutionizing digital presence by transforming these into dynamic, conversational AI knowledge hubs, powered by Google Vertex AI. This allows customers to receive instant, contextual answers, significantly improving satisfaction and freeing human support for complex tasks. Leveraging our deep expertise in enterprise-level support and customer service implementations, Omnicloud extends its analytical and implementation prowess to front-end conversational agents, as demonstrated by our live deployments for mindyourownbusiness.eu and peppolcommerce.eu. This marks a fundamental shift towards intelligent customer interaction and strategic knowledge management.
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Skills-based routing in Salesforce
Back in 2021, when Salesforce Omni-Channel was still maturing, we discussed the foundational shift from simple queue-based routing to the more sophisticated skills-based routing. This innovation allowed businesses to move beyond simply assigning work to agents based on availability within a general bucket, instead matching customer inquiries with agents possessing specific expertise. Today, as customer expectations…
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Salesforce Omni-Channel Unified Routing in a multi-national support center
Customers, regardless of the company’s size, demand seamless, instant, and highly personalized interactions across every channel they choose – be it a simple phone call, a quick email, an immediate web chat, or a message sent via WhatsApp. For mid-sized and growing organizations, especially those expanding into international markets, this challenge is particularly acute. They…
