The State of Salesforce Report 2021

See how leading companies use Salesforce to survive—and thrive—beyond COVID-19.

Salesforce contact center solutions

Leverage Salesforce Service Cloud to engage customers across multiple channels and enable employees to service customers in new and innovative ways. Transform your contact center with more personalized customer interactions and the right tools for your employees.


Automate repetitive requests with AI

Use AI virtual agents to deflect routine customer requests, allowing customers to resolve their questions faster, and free up agents to handle more difficult cases.

Deliver omnichannel customer service

Provide seamless support and resolve customer questions on your customers’ channel of choice.

Support agents for faster resolution

Enable agents to quickly find information and answer customer questions with faster access to numerous types of data across disparate systems, multiple Salesforce orgs and third-party sources.

Salesforce contact center services

Conversational AI services

Virtual agents, embedded into intelligent workflows, can help you scale operations, reduce costs and improve employee productivity.

Cloud integration for Salesforce

MuleSoft integration capabilities give agents a unified customer record, connecting employees to customer data across front- and back-office processes and systems.

AI customer service with Watson

Salesforce Einstein and IBM Watson® provide tailored AI capabilities that unite bodies of knowledge from disparate data sources, helping employees service customer needs faster.

Transforming IBM’s contact center

With more than 25,000 global agents using Salesforce Service Cloud and IBM Watson, IBM has transformed its contact center, saving agents up to 45 minutes a day and reducing time to resolution by 26%.

Modernizing CaixaBank’s contact center experience

In response to the expansion of its digital clientele, CaixaBank created a streamlined omnichannel support environment with a single telephony and CRM platform on Salesforce Service Cloud.


How to support agents during a contact center transformation

As more companies embark on journeys to digitally transform their contact centers, learn how to support your employees during a digital transformation project.

Recession ready: Leveraging smarter contact centers

By combining artificial intelligence with omnichannel contact centers to mitigate risk and improve the customer experience, banks can bring their loss mitigation practices into 2020 and be prepared for a financial crisis.

7 characteristics of a great chatbot

Deploy a virtual agent with these best practices in mind, designed with attributes and functionality to have the broadest impact on both your business costs and customer experiences.

Empower your agents with AI

Business continuity and cost management have never been more challenging. Watch this webcast to hear how the best companies scale AI to help with call deflection, case management and agent support.

The State of Salesforce

The State of Salesforce report is IBM’s annual thought leadership report that discusses how the best companies use Salesforce. We share trends and insights across sales, service, marketing, commerce and IT.

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Use strategy, design and technology to create transformative experiences that impact your customers, your employees and your business.

Digital transformation consulting with IBM Garage

Work with our limitless network of multidisciplinary experts to harness leading technologies and deliver new ways of working at startup speed with enterprise scale.

Talk to us about getting started

Our expertise across products, services, and industries will deliver tangible results to your contact center, while elevating your customer and employee experiences.