Salesforce reveals Service Wave Analytics, a role-specific application built on its Wave Platform that gathers information for service representatives and their managers.
Salesforce is testing a Service Wave Analytics application for both service desk representatives fielding customer queries and their managers trying to maintain an overview of how well the service desk is performing.
Service Wave Analytics is in a pilot phase with select customers. It's expected to become available in January 2016, with pricing to be determined. Future users of Service Wave Analytics will already be Salesforce Service Cloud subscribers at $135 per month per user.
Service agents can use Service Wave Analytics to pull together information about a customer's previous purchases, service calls, and complaints. "It will provide the agent with context. He won't need to search, navigate through an application, or go to another application" to extract information, explained Larry Robinson, senior VP of product management for Service Cloud.
Service Wave Analytics sits on top of Salesforce's Wave Platform, a system that automatically collects information from Salesforce CRM applications, SAP ERP applications, Oracle financial applications, or any other legacy source designated by an organization's IT manager.
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