Dreamforce 2018 has come to an end and as always, what a show it was. From the Demo Jam to Dreamfest, to all our new features, this year was our busiest Dreamforce yet. We had a booth in the main expo hall, where our team was demoing InGenius Connector Enterprise.
This year, we also had a kiosk in the Service Lodge, held at the Marriott Marquis.
If you came to see us in the Service Lodge, you saw our other team of smiling faces ready to help you out with your computer telephony integration (CTI) questions.
We were very excited to announce - and demo - three upcoming new features to our Salesforce integration.
Pop-to-flow will be a new standard integration for Salesforce that launches a Lightning flow when you receive a call. Let's say, for example, that your company needs callers to authenticate themselves and their account when they call in. If they can't do so through the interactive voice response (IVR) system, InGenius will put them through an authentication workflow where the agent will see a screen with all the fields they need to authenticate - such as name, date of birth and mother's maiden name. Any info the customer has already provided (like their phone number) will be auto-filled.
Escalate Einstein bot chats
We also announced upcoming support for easily escalating Salesforce Einstein Bot chats to an agent. If a customer needs assistance with something that the Einstein Bot can't handle, they will be able to select "have someone call me". On the company's customer service side, an available agent will see the request with the phone number that they can click-to-dial. The agent will see the full transcript from the Einstein chat so they're up to date on the issue, and no information needs to be restated.
InGenius CTI pop out
Our third new feature is the ability to pop out the InGenius interface and move it to a separate window. This capability ensures that no information in Salesforce is covered and makes it easier for agents using more than one monitor to arrange the desktop to their liking. Pop out will be available with Salesforce Service Console Lightning in the Spring '19 release.
Want to learn more? Contact our team at email@example.com and they'll be happy to answer any CTI questions or give you a demo.
Our CEO, Dale Gantous, presented a talk with Justin Glass, Chief Digital Officer at United Wholesale Mortgage (UWM), on how the UWM team is using InGenius blended agent and Salesforce Omni-Channel to increase their client services and sales teams' productivity, and to improve customer satisfaction. With InGenius, their NPS score increased by 23% in just 2 years. It was an awesome opportunity to show off a real-world example of the impact InGenius has on our customers.
Meanwhile (on a completely different day), Brian, our SVP, Business Development, took part in the Salesforce Live Demo Jam. With the help of his able assistant John, Brian showed off one of our 3 upcoming new features: escalation from an Einstein chatbot. Though we didn't win, it was a great demo. If you missed it, the full recording is available here: watch the recording.
The extracurricular fun stuff
Dreamfest is always something to see, and this year was no exception with Metallica headlining the show. It was a late night, but a fun night. Our team got in early for some pretty good views.
Each year at Dreamforce, our team coordinates their schedules for an InGenius team dinner. This year, we were enjoying the food so much we forgot to snap a pic. But luckily, we also shared some smaller meals together - and made sure to document it.
We're ready for next year
Dreamforce has only recently ended, but we think it was one of our best shows yet. Of course, it was exciting to launch new CTI features for Salesforce, but the energy and technology surrounding us was just as exciting. Dreamforce 2019 will be held in San Francisco from November 19-22. We hope to see you there!
About Katherine Burnett
Katherine Burnett is a Marketing Specialist at InGenius Software, focused on content writing, social media strategy, email automation and event management. Katherine graduated from Carleton University with a Bachelor of Commerce (Honours) with a specialization in marketing. While at Carleton, she refined her communication skills in several case competitions as a member of the FECC International Case Team, UNICC International Case Team and JDCC Marketing Case Team. Since then, she has spent her career to date at technology companies, with marketing roles previously held at QNX Software Systems and Tech Data. Her blogs have been published on Customer Contact Central and No Jitter, covering topics such as contact center productivity and CTI compatibility with Salesforce. When she’s not in the office, Katherine likes to play soccer at a mediocre level and go to the movies, mostly for the popcorn.