SalesforceがZoom会議時にセールス情報をオーバーレイ表示する機能を追加
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パンデミックは明らかに私たちの仕事のやり方に影響を与え、特に営業への影響は大きかった。Salesforceは米国時間3月24日朝、Sales Cloudにいくつかのアップデートを行った。その中の1つSalesforce Meetingsは、Zoomでのミーティング用スマートオーバレイで、オンラインミーティングで見込み客と対話しているときの営業チームに情報やアドバイスを提供する。
Salesforceの執行副社長でCRMのゼネラルマネージャーであるBill Patterson（ビル・パターソン）氏によると、同社は営業チームがこのようなタイプの対話を効果的に管理し、デジタルの利点を生かせるようにしたいと、かねてから考えていたという。
「Salesforceだけでなく、現在、すべての営業組織が、営業という仕事が完全に変わってしまったという認識を持っている。すべての人が理解し、おそらく意外だと感じているのは、時間を限定されず、場所も特定しない営業のやり方が極めて有効であることだ」とパターソン氏は語る。
Salesforce Meetingsはそのためのオーバレイ情報を提供する。もっとゆっくり話した方が良いといったアドバイスを提供したり、ミーティングで決まった行動計画をToDoリストにまとめて会の終わりに出席者に配布し、その後のやり忘れがないようにしたりする。
Salesforce Meetingsはその実現のために、Salesforce全体に浸透しているインテリジェンスレイヤーであるEinsteinを利用している。特に利用しているのが、Einstein Conversation Insightsと呼ばれる新しいツールだ。デベロッパーのための機能としても提供されているもので、デベロッパーはこのツールを使って独自のソリューションを作ることもできる。
営業担当者がこのツールをお節介すぎると感じたら、各個人が情報の信頼水準を調整し表示する情報の両をコントロールすることもできる。
関連記事：SalesforceがSlackを約2.9兆円で買収、買収前の企業評価額は2.6兆円強だった
パターソン氏によると、同社は現在のところZoomと協力しており、Zoomの開発チームと密接に協力して、実現するために必要なAPIとSDKを提供しているという。将来的にはWebExやMicrosoft Teamsと互換性を持たせる計画もあるという。
このアイデアはパンデミックの前から存在し、開発も進めていたが、新型コロナウイルスには人の仕事を急がせる効果があり、この機能だけでなく、本日発表されたPipeline Inspectionなどその他の機能も急ピッチで開発が進められている。それは、AIを利用して営業のパイプラインを分析する機能だ。取引の時間軸上の変化を調べて、商談前進のために指導や管理者のサポートが必要だった部分を見つける。
CRM Essentialsの創業者で主席アナリストのBrent Leary（ブレント・リアリー）氏によると、オンラインのミーティングでそんな情報を特定できるようになれば、CRMに関する考え方が変わるだろうという。
「私が関心を持ったのは、ビデオミーティングとコラボレーションの密接な統合が、今や営業で利用されていることだ。ミーティングにおける対話はCRMシステムに入ってこないから、それが自動的に捕捉できるのはすごいことだ」とリアリー氏はいう。
Salesforce Meetingsは米国時間3月24日から利用可能になり、Pipeline Inspectionは夏にリリースされる。
画像クレジット：Salesforce
【原文】
The pandemic has clearly had an impact on the way we work, and this is especially true for salespeople. Salesforce introduced a number of updates to Sales Cloud this morning, including Salesforce Meetings, a smart overlay for Zoom meetings that gives information and advice to the sales team as they interact with potential customers in online meetings.
Bill Patterson, EVP and general manager of CRM applications at Salesforce says that the company wanted to help sales teams manage these types of interactions better and take advantage of the fact they are digital.
“There’s a broad recognition, not just from Salesforce, but really from every sales organization that selling is forever changed, and I think that there’s been a broad understanding, and maybe a surprise in learning how effective we can be in the from anywhere kind of times, whether that’s in office or not in office or whatever,” Patterson explained.
Salesforce Meetings gives that overlay of information, whether it’s advice to slow down the pace of your speech or information about the person speaking. It also can compile action items and present a To Do list to participants at the end of each meeting to make sure that tasks don’t fall through the cracks.
This is made possible in part through the Einstein intelligence layer that is built across the entire Salesforce platform. In this case, it takes advantage of a new tool called Einstein Conversation Insights, which the company is also exposing as a feature for developers to build their own solutions using this tool.
For sales people who might find the tool a bit too invasive, you can dial the confidence level of the information up or down on an individual basis, so that you can get a lot of information or a little depending on your needs.
For now, it works with Zoom and the company has been working closely with the Zoom development team to provide the API and SDK tooling it needs to pull off something like this, according to Patterson. He notes that plans are in the works to make it compatible with WebEx and Microsoft Teams in the future.
While the idea was in the works prior to the pandemic, COVID created a sense of urgency for this kind of feature, as well as other features announced today like Pipeline Inspection, which uses AI to analyze the sales pipeline. It searches for changes to deals over time with the goal of finding the ones that could benefit most from coaching or managerial support to get them over the finish line.
Brent Leary, founder and principal analyst at CRM Essentials says that this ability to capture information in online meetings is changing the way we think about CRM.
“The thing the caught my attention is how tightly integrated video meetings/collaboration is now into sales process. This is really compelling because meeting interactions that may not find their way into the CRM system are now automatically captured,” Leary told me.
Salesforce Meetings is available today, while Pipeline Inspection is expected to be available this summer.
（文：Ron Miller、翻訳：Hiroshi Iwatani）
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