This September, Salesforce welcomed over 50,000 attendees to Dreamforce San Francisco 2024 for an in-depth look at AI’s growing influence on the future of work, innovation, and digital transformation. Attendees participated in numerous seminars, gaining insights from industry leaders. While these sessions centered on Salesforce’s leadership in CRM, the conversations consistently underscored the importance of data quality, Customer 360, productivity, and security—areas where companies like Riva play a critical role.
For the Riva team, Dreamforce exceeded expectations. It wasn’t easy, but we were able to narrow down the experience to three key takeaways:
Takeaway #1: Salesforce Introduces “Agentforce”
Salesforce CEO Marc Benioff set the tone for Dreamforce 2024 by reaffirming the company’s commitment to AI and unveiling Agentforce. This concept combines AI, data, and human input, using autonomous agents to handle service, sales, marketing, and commerce tasks. Agentforce is poised to significantly improve efficiency and customer satisfaction, with its low-code interface enabling enterprises to scale customer engagement quickly and effectively.
“Our vision is bold: to empower one billion agents with Agentforce by the end of 2025. This is what AI is meant to be.”
Marc Benioff, Salesforce Chair, CEO, and Co-Founder
Although the platform is still in development, its potential is clear. Agentforce will allow businesses to automate personalized tasks, such as handling customer inquiries, qualifying sales leads, and optimizing marketing campaigns, with just a few clicks. Its flexibility is one of its key strengths, offering customer-facing teams the ability to build customized AI agents without coding expertise to meet specific customer needs.
By harnessing data, these agents will help teams securely boost productivity and improve customer experiences across Salesforce’s Customer 360 applications. The platform will empower workers to create campaigns, test their effectiveness, and improve results—ultimately enhancing customer satisfaction and lifetime value.
Takeaway #2: CRM + Data + AI + Trust Are More Important Than Ever
While Agentforce took center stage, it once again proved that Riva’s success in helping customers deliver the combination of CRM, Data, AI, and Trust is more critical than ever. Salesforce CRM’s leadership across our key industries of financial services, healthcare, manufacturing, and education remains unshaken. Agentforce’s success depends on the integration of these elements to enhance customer experience.
Customer-facing teams are seeing technological advances that enable AI to process vast amounts of customer data unified within CRM systems. Data trust, long a lagging element, is now on the rise as more teams leverage high-quality data to better engage customers. This has improved customer confidence, with enterprises increasingly recognized for meeting customer needs.
Agentforce builds on these fundamentals by offering teams the ability to scale proven strategies using trusted CRM-based Customer 360 data, driving even better outcomes.
Takeaway #3: Riva’s Role in Customer 360, Productivity, and Security Has Never Been More Critical
As details of Agentforce emerged, it became evident that Riva’s suite of tools is ideally positioned to complement Salesforce’s new offerings. Riva’s solutions improve Customer 360 data, enhance security, and streamline the distribution of vital customer information across multiple platforms, enabling tools like Agentforce to operate at their full potential. Riva’s new AI-enhanced features, such as Activity Capture, Bookings, and Sales Engagement, help customers boost predictive analytics, improve calendaring, and personalize customer journeys, further enhancing advisors’ and sales teams’ productivity and customer lifetime value.
“The work we have done to plan, build, and bring new products to market, the excitement our customers shared with us at Dreamforce, and their continued success with Riva put us in a great position to help them level up their teams to engage, execute, expand, and win new business.”
Aldo Zanoni, Riva CEO
Riva CTO Stéphane Zanoni recognized many familiar capabilities within Agentforce. “Riva’s solutions have evolved to integrate seamlessly with CRM and Outlook, offering features similar to those Agentforce promises,” Zanoni said. Based on conversations with customers, it’s clear Riva’s solutions remain highly relevant and in demand across a range of industries. “The market is eager for the customer-centric capabilities we offer,” he added.
Keeping the Dreamforce Momentum Alive
For Riva, Dreamforce was a significant success. The team engaged with hundreds of customers and prospects, sharing insights into how Riva’s solutions improve CRM and Outlook integration to enhance Customer 360 quality, security, and productivity.
“We’ve used Riva for a decade, and it’s been a ‘set and forget’ for us. It does exactly what we need it to do.”
Existing Riva Customer (name withheld for security)
Now, with Dreamforce 2024 in the rearview mirror, the Riva team is carrying forward its energy and lessons learned. If you’d like to learn more about how Riva can help your enterprise transform customer data into enhanced customer satisfaction and lifetime value, contact us and schedule a live demo.
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