Omni-Channel Winter 25โ Highlights! ๐
The wait is over – Winter 25โ is here! The Omni-Channel team have been working hard to deliver some incredible updates, all centered around enhancing the agent experience and boosting platform scalability. These features were developed by our engineering teams across Dublin, Paris, and the US who work hard to create awesome features that directly benefit thousands of customers like you. Without further ado, letโs dive into whatโs new!
๐ Support Customers on the Go with Omni-Channel for Mobile (Generally Available)
We are very excited to announce Omni-Channel for Mobile is now GA! This was a highly demanded ideas exchange with over 4,530 points and we are so excited for you to try it out in your orgs today. With Omni-Channel for Mobile, empower your mobile sales and service agents to be routed work via the Salesforce Mobile. Agents can set their status and handle work requests from all enhanced channels, excluding Voice. This is exciting as agents can now receive and respond to customer inquiries and messaging conversations whether they are at the desk or on the go – improving your agents experience. This is powerful as all conversations with customers, whether on desktop or mobile, remain in the Salesforce platform โ boosting compliance across your organisation!
๐ Status Based Capacity for Messaging (Generally Available)
Omni-Channel now supports Status Based Capacity for Messaging Session! Status Based Capacity for Messaging aligns to agents having more long running and asynchronous conversations with customers. The value of using Status Based Capacity for Messaging is that it simplifies routing of long running conversations as conversations always return to the session owner, improves visibility for agents with paused work and most excitingly, it allows messaging sessions to be compatible with standard apps and Omni for Mobile!
๐ Pilot in Winter 25โ: Unified Routing
With Unified Routing, Omni-Channel now routes voice calls completely end to end. Currently with Service Cloud Voice, there are two routing engines: Omni-Channel and the Voice engine. This leads to competing routing engines that does not allow for seamless blending of channels. For example, chat and voice today. With Unified Routing, Omni-Channel can route Voice calls natively to make, the Omni we all know and love, the single brain of every channel. Which also means that we unlock Skills Based Routing for Voice calls too! This is in pilot with amazon connect today so please reach out to your Account Executive today to see if you are eligible and sign up today.
๐ Get Informed with Proactive Monitoring
Signature customers now receive alerts via email if Omni-Channel experiences service degradation. To inform you of longer than expected response times, Salesforce sends an alert if a work item isnโt routed punctually. Reach out to your Customer Success Manager to find out more.
Those our Winter 25 highlights for Omni-Channel! Check out our Release Notes and try out our capabilities today. I also want to take the opportunity to say a big thank you to our amazing engineering teams across Dublin, Paris, and the US for their relentless dedication, creativity, and passion. Their work powers everything we do, and weโre so excited to share these innovations with all of you.
Whatโs Next?
- Make the Move to Our Enhanced Omni-Channel Platform: if you havenโt migrated to our enhanced platform yet, nowโs the perfect time. Enhanced Omni Channel is built on hyperforce, designed for scalability and where all of our latest capabilities such as Omni-Channel for Mobile, Unified Routing etc are being built on!
- Join the Conversation, Help Shape Whatโs Next! Weโre proud of what weโve built, but weโre always thinking ahead. What features do you want to see next? Whatโs working for you, and where can we improve? Check out the roadmap exchange today to provide your feedback today.
- Check out our Omni-Channel Best Practices session at Dreamforce streaming on Salesforce+. We solved four common challenges / use cases to improve agent and supervisor productivity.