Connect with us

ZDNET

Salesforce launches Service Cloud Workforce Engagement, aims to improve forecasting

Contact center agents are often siloed into communication channels. That approach won’t fly as consumer behavior shifted amid the COVID-19 pandemic….

Published

on

Salesforce is launching tools that will make it easier to forecast contact center demand, line up service agents and plan capacity needs across communication channels.

The tools, to be outlined at Dreamforce, are part of Service Cloud Workforce Engagement, which uses artificial intelligence, to forecast demand for customer service and support and remotely coach agents in real-time. Salesforce is betting it can automate workforce management for many enterprises managing contact centers with spreadsheets.

Forecasting customer service demand has been tricky amid the COVID-19 pandemic amid spikes in questions across multiple channels. In addition, agents are increasingly working from home. Meanwhile, contact centers have largely been organized by siloes categorized by communication channel.

Melissa Matross, senior vice president of product management for Salesforce Service Cloud, said the customer service experience has been a grind for both customers and the teams delivering service. “76% of customers expect to work with just one person to get an issue resolved,” said Matross.

Recent:

The challenge is that companies typically have multiple systems as well as manual processes and independent teams focused on a channel, say phone or chat, she explained.

workforce-engagement-vs-planning.png

Service Cloud Workforce Engagement will round out the Service Cloud components, which also include customer service CRM, customer communications channels and field service.

Among the key parts of Service Cloud Workforce Engagement:

  • Intelligent Dynamic Forecasting, which aims to use AI to predict the volume of contact center requests across channels such as chat, phone and social media and adjust staffing in real-time.
  • Omnichannel Capacity Planning, a feature that balances staffing across phone, email, chat and text and social channels.
  • Personalized Agent Engagement, which is used for everything from coaching and training either in real-time or recorded.

Salesforce said Service Cloud Workforce Engagement will be generally available in the first half of 2021. Pricing will be revealed then.

Here are a few screens.

agent-home.jpg

Agent home screen.

Salesforce forecasting.jpg

Forecasting by service channel.

Salesforce Recent:

Source: https://www.zdnet.com/article/salesforce-launches-service-cloud-workforce-engagement-aims-to-improve-forecasting/

salesforce-launches-service-cloud-workforce-engagement,-aims-to-improve-forecasting

ZDNET

National Australia Bank keeping staff connected with Google Pixel rollout

More than 2,000 Google Pixel devices were issued to NAB’s customer contact teams to enable them to support customers remotely.

Published

on

15664-android-nab-blog-v2-max-1000x1000.png Image: Google

When National Australia Bank (NAB) recently revised its device strategy to look at new ways it could support the mobility of its employees and reduce the time and cost of support legacy devices across multiple platforms, the big bank partnered with Google to issue more than 2,000 Pixel devices to its customer contact teams.

Each device, managed with Android enterprise, was rolled out by Vodafone using “zero-touch” enrolment to set up the devices and configure each one with the necessary applications.

“With zero-touch enrolment, each Pixel setup was 20 minutes faster than our previous device enrolments, saving our IT team and colleagues over 500 hours during the initiative. With our communication and collaboration apps available right out of the box, our teams could get to work right away to help customers,” NAB Mobility manager Simon Thoday said.

Another consideration of the rollout was how customer data was going to remain secure, with Thoday pointing out that using Android Enterprise provided the solution to that question.

“Pixel security updates from Google provide a reliable cadence of ongoing protection as threats evolve, and the work profile hits the right balance between security and privacy for our teams,” Thoday said.

“Our contact centre teams use Pixel devices that are fully managed, which allows us to provide the necessary security controls, and wipe and re-enroll them when transferred to a new employee,” he said.

“Branch managers use Pixels with the work profile, separating work and personal applications. This gives employees the ability to use the device in a personal capacity while our IT team manages and ensures data security over the work profile.”

Additionally, with managed Google Play, NAB can assign the apps that are necessary on its managed devices.

“Providing our teams the flexibility to assign apps to the right teams is a major time saver and ensures everyone has the resources they need,” Thoday said.

“Branch managers can look up customer service records or answer a ping more quickly from their Pixel, instead of returning back to their desk and logging back on to their desktop computer. Android Enterprise has been a catalyst in a more mobile and responsive environment for our various teams.”

Earlier this month, the red and black bank completed its transition to TPG to deliver fixed and mobile network services across the bank.

The transition follows a deal struck between the two companies in September for the newly merged telecommunications giant to deliver fixed network services across NAB’s corporate offices, business banking centres, and branches, as well as providing mobile connectivity to the majority of the NAB workforce.

Vodafone delivered the solution to more than 80% of NAB’s mobile fleet across corporate offices and branches in metro and major regional areas. The company said Vodafone, alongside Google, would also be providing those who opt for a company phone with the Pixel 4a.

Related Coverage

Another consideration of the rollout was how customer data was going to remain secure, with Thoday pointing out that using Android Enterprise provided the solution to that question.

Source: https://www.zdnet.com/article/national-australia-bank-keeping-staff-connected-with-google-pixel-roll-out/

national-australia-bank-keeping-staff-connected-with-google-pixel-rollout

Continue Reading

ZDNET

Crackonosh malware abuses Windows Safe mode to quietly mine for cryptocurrency

The malware is thought to have generated millions of dollars in just a few short years.

Published

on

Researchers have discovered a strain of cryptocurrency-mining malware that abuses Windows Safe mode during attacks.

The malware, dubbed Crackonosh by researchers at Avast, spreads through pirated and cracked software, often found through torrents, forums, and “warez” websites.

After finding reports on Reddit of Avast antivirus users querying the sudden loss of the antivirus software from their system files, the team conducted an investigation into the situation, realizing it was due to a malware infection.

Crackonosh has been in circulation since at least June 2018. Once a victim executes a file they believe to be a cracked version of legitimate software, the malware is also deployed.

The infection chain begins with the drop of an installer and a script that modifies the Windows registry to allow the main malware executable to run in Safe mode. The infected system is set to boot in Safe Mode on its next startup.

“While the Windows system is in safe mode antivirus software doesn’t work,” the researchers say. “This can enable the malicious Serviceinstaller.exe to easily disable and delete Windows Defender. It also uses WQL to query all antivirus software installed SELECT * FROM AntiVirusProduct.”

Crackonosh will scan for the existence of antivirus programs — including Avast, Kaspersky, McAfee’s scanner, Norton, and Bitdefender — and will attempt to disable or delete them. Log system files are then wiped to cover its tracks.

In addition, Crackonosh will attempt to stop Windows Update and will replace Windows Security with a fake green tick tray icon.

The final step of the journey is the deployment of XMRig, a cryptocurrency miner that leverages system power and resources to mine the Monero (XMR) cryptocurrency.

Overall, Avast says that Crackonosh has generated at least $2 million for its operators in Monero at today’s prices, with over 9000 XMR coins having been mined.

Approximately 1,000 devices are being hit each day and over 222,000 machines have been infected worldwide.

In total, 30 variants of the malware have been identified, with the latest version being released in November 2020.

“As long as people continue to download cracked software, attacks like these will continue and continue to be profitable for attackers,” Avast says. “The key take-away from this is that you really can’t get something for nothing and when you try to steal software, odds are someone is trying to steal from you.”

Previous and related coverage

Have a tip? Get in touch securely via WhatsApp | Signal at +447713 025 499, or over at Keybase: charlie0

Crackonosh has been in circulation since at least June 2018. Once a victim executes a file they believe to be a cracked version of legitimate software, the malware is also deployed.

Source: https://www.zdnet.com/article/crackonosh-malware-abuses-windows-safe-mode-to-quietly-mine-for-cryptocurrency/

crackonosh-malware-abuses-windows-safe-mode-to-quietly-mine-for-cryptocurrency

Continue Reading

ZDNET

South Australia splashes out on space, defence, and cybersecurity in 2021-22 Budget

The South Australian government believes tech-focused sectors such as defence, space, and cybersecurity will have a key role to play in the state’s future.

Published

on

In taking a forward-looking approach into what the future of South Australia will look like, the South Australian government has announced it will bolster investment in tech-focused sectors such as defence, space, and cybersecurity as it hands down the 2021-22 Budget [PDF].

“This Budget is our blueprint for a stronger South Australia, creating jobs, building what matters and delivering better services to further secure our growing global reputation as one of the safest and most attractive places in the world to live, work, and raise a family,” Treasurer Rob Lucas said on Tuesday.

Some of the specific funding announcements include AU$20.8 million to upgrade the existing buildings at Lot Fourteen to make way for the expansion of space, digital, hi-tech, and cyber companies, with a particular focus on companies involved in small satellite development.

Separately, AU$6.6 million will be contributed over five years to assist with the SASAT1 Space Services Mission, which will see a local manufacturer launch a small satellite in mid-2022 as well as deliver space-derived services to the state.

South Australia’s Defence and Space Landing Pad program has also received a boost, with the state government saying it will deliver AU$860,000 over three years for the program that is used to support international defence and space companies that bring new, sought-after capability to South Australia.

Local artificial intelligence and health technology companies are set to receive additional support through a AU$1.6 million allocation delivered over four years. Under this investment, AU$985,000 will be used for grants to support AI and health technology companies through matching co-funding for health application pilots, and $589,000 to deliver project support activities, including investment concierge services.

Meanwhile, AU$2.6 million will be earmarked to support small businesses developing digital and cyber security capabilities as well as other capabilities to enter the national market.

The Budget papers also indicated AU$21.1 million over three years will be dedicated towards the implementation of stages three and four of the South Australia Police Shield project, which involves linking South Australia Police’s data and records management system directly with other justice sector agencies. The state government touted the move will improve collaboration and data sharing capabilities.

In a bid to boost bushfire response, the 2021-22 Budget revealed that it will contribute AU$7.7 million over four years towards the ongoing management, support, and maintenance of automatic vehicle location systems (AVL) used by the emergency services sector. AVL provides real time location information of firefighting and other emergency response vehicles during incidents. AVL is expected to be installed in approximately 1,400 vehicles at a total cost of AU$12.7 million.

Additionally, the 2021-22 Budget indicated support for the state government’s commitment to improving digital services for citizens remains ongoing through its AU$120 million Digital Restart Fund, noting that AU$4.3 million in 2021-22 will be put towards the South Australian government’s online services portal, AU$5.5 million over two years for the expansion of the residential aged care enterprise system, AU$1.3 million over two years for the child and family services information systems, and AU$500,000 in 2021-22 for the Safeguarding smartphone app.

Related Coverage

Source: https://www.zdnet.com/article/south-australia-splashes-out-on-space-defence-and-cybersecurity-in-2021-22-budget/

south-australia-splashes-out-on-space,-defence,-and-cybersecurity-in-2021-22-budget

Continue Reading

Title

CNBC3 days ago

Stitch Fix shares surge as online styling service reports surprise profit

Stitch Fix shares jumped after the online shopping and styling service reported a surprise profit for its fiscal fourth quarter.

Techcrunch2 weeks ago

South Korean antitrust regulator fines Google $177M for abusing market dominance – TechCrunch

The Korea Fair Trade Commission (KFTC) said on Tuesday it fined Google $177 million for abusing its market dominance in...

Cointelegraph2 weeks ago

El Salvador’s Bitcoin detractors: Opposition groups gather as crypto law rolls out

While President Bukele enjoys widespread popularity, his law that makes Bitcoin legal tender does not.

Ventureburn2 weeks ago

Startup partners with Telkom to launch translation platform for SA languages

Telkom has partnered with SA startup Enlabeler to launch an AI platform that translates speech into text and provides transcription...

Entrepreneur3 weeks ago

Why You Should Make Twitter Spaces Part of Your Business Strategy

Twitter's latest feature can help businesses grow their presence on the platform.

Bioengineer3 weeks ago

What factors put Philippine birds at risk of extinction?

Credit: Ça?an ?ekercio?lu The lush forests and more than 7,000 islands of the Philippines hold a rich diversity of life,

Reuters4 weeks ago

Chinese social media platforms to “rectify” financial self-media accounts

China's top social media platforms, Wechat, Douyin, Sina Weibo and Kuaishou, said on Saturday they would begin to rectify irregular...

Ventureburn4 weeks ago

South African startups helping to solve the global challenges

A new generation of entrepreneurs are not only incubating solid startups but are contributing to help solve some of the...

Techcrunch1 month ago

The SEC and the DOJ just charged this startup founder with fraud, saying he lied to Tiger and others – TechCrunch

Today, both the U.S. Department of Justice and the Securities and Exchange Commission charged Manish Lachwani, cofounder of a mobile...

Techcrunch1 month ago

Blockchain startup XREX gets $17M to make cross-border trade faster – TechCrunch

A substantial portion of the world’s trade is done in United States dollars, creating problems for businesses in countries with a...

Review

    Select language

    Trending