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Salesforce Exam Salesforce Contact Center Topic 1 Question 17 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam
Question #: 17
Topic #: 1
[All Salesforce Contact Center Questions]

The customer needs real-time sentiment analysis during calls. Which third-party integration might be beneficial?

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Suggested Answer: C

To reduce the cost per case in the contact center, the consultant should focus on improving the Average Handle Time (AHT). AHT measures the average duration of contact with a customer, including talk time, hold time, and the time spent on related tasks after the call. By reducing AHT, an organization can handle more cases without additional resources, effectively decreasing the cost per case. Reducing AHT can be achieved through better training, more efficient tools, and workflow optimization, directly impacting the cost efficiency of the contact center operations. Reference: https://help.salesforce.com/


by Dolores at Sep 09, 2024, 02:09 AM

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Ruth
4 days ago
Zoom? Really? That's for video conferencing, not call center analytics. I'd go with C) Google Cloud AI.
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Veronica
20 days ago
I'm not sure, but Google Cloud AI could also be a good choice for real-time sentiment analysis.
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Bettina
21 days ago
Hmm, I would say C) Google Cloud AI seems like the most relevant option for real-time sentiment analysis during calls.
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Berry
26 days ago
I agree with Celestina. Genesys Cloud CX has advanced features for analyzing customer sentiment during calls.
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Celestina
30 days ago
I think Genesys Cloud CX would be the best option for real-time sentiment analysis.
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