Salesforce, the global leader in CRM, has unveiled Salesforce Genie, a hyperscale real-time data platform that powers the entire Salesforce Customer 360 platform. With Genie, every company can turn data into customer magic, delivering seamless, highly personalized experiences across sales, service, marketing, and commerce that continuously adapt to changing customer information and needs in real time.
Salesforce Genie ingests and stores real-time data streams at massive scale and combines it with Salesforce transactional data. Genie includes built-in connectors that bring in data from every channel (mobile, web, APIs), legacy data through MuleSoft, and historical data from proprietary data lakes.
Genie transforms and harmonizes the data into a real-time customer graph – a unified customer profile record. Genie makes everything in the customer graph visible and actionable across the entire Customer 360, every industry solution, AppExchange, and customer apps.
With Genie, Einstein AI and Flow automation services can harness the power of hyperscale real-time data to enable more dynamic and responsive actions and engagement. Einstein generates over 175 billion predictions every day, and can now deliver personalization and predictions based on real-time data. Genie runs on Hyperforce, Salesforce’s public cloud infrastructure. Hyperforce provides data residency, security, privacy, and regulatory compliance controls, with built-in data ethics features that govern data and increase consumer trust.
Now, Genie makes every Customer 360 cloud and industry solution automated, intelligent, and real time. With Sales Cloud Genie, every sales rep can receive real-time guidance from Einstein during customer video and voice calls. This enables reps to adapt to the conversation, and automatically receive real-time recommendations to offer customers.
With Service Cloud Genie, every service rep from the contact center to the field can provide proactive service with real-time alerts, and enable reps to intervene, engage the customer, and resolve issues. With Marketing Cloud Genie, every marketer can deliver personalized messages across channels that adapt to customer activity across various brand properties in real time. With Commerce Cloud Genie, every retailer can build tailored shopper experiences that adapt to real-time customer actions, including abandoned shopping carts or actions taken on a website or mobile app.
With Tableau Genie, every business can monitor KPIs in real time to inform action across the business, including real-time purchase data for sales, real-time case spikes for service, and real-time web traffic for marketing. With MuleSoft Genie, every business can unlock real-time data across any modern or legacy system. With Slack Genie, an IT leader can immediately increase efficiency by enabling teams to automatically view real-time data from any channel with intelligent workflows.
David Schmaier, President and Chief Product Officer, Salesforce, said, “Every business leader wants to take advantage of real-time data to create compelling, personalized customer experiences — milliseconds matter in this new digital-first world. That's why we built Genie, our most significant innovation ever on the Salesforce Platform. Genie makes every part of Customer 360 more automated, intelligent and real-time.”
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