JOSH GOLDLUST RAHUL SHIRGOPIKAR “Contact center REBECCA DENTE DIRECTOR OF PRODUCT MANAGEMENT HEAD OF PRODUCT MANAGEMENT SALESFORCE LIVEMESSAGE AND CUSTOMER SUCCESS agents are moving SALESFORCE MVP SMS-MAGIC TWITTER> LINKEDIN> Contact center agents are moving Consumers have changed their toward a CRM-centric With over 10 years working in cloud technology, toward a CRM-centric approach preference for communication. approach in order Rebecca is a Salesforce practitioner named to in order to have that holistic Companies with legacy systems to have that holistic the inaugural class of Salesforce MVPs. She’s also 360-degree view of the customer. don’t have the capability to a frequent speaker at Dreamforce. The telephone is the main medium manage those challenges because 360-degree view Listen below to Rebecca interview Tom DiVittorio for customer outreach, and the customers now prefer new channels of the customer.” to learn more about MapAnything and how customer is at the center. So, how for communication, and it hampers its app can help deliver a great customer can you get that information tied the productivity of service agents. experience. JOSH GOLDLUST into a single system of record that What those companies have done isn’t the telephone? How do we is they have gone out and bought get the information out of those a point solution, because they disparate purpose-built systems have seen customers moving to into a much more modern, different channels. IT-based view? LISTEN TO INTERVIEW 7