Blog - Omnicloud

Conversational Agents | Generative AI

The power of conversational AI
ByNico 14 October, 202514 October, 2025

Outdated static websites create customer frustration and operational inefficiencies. Omnicloud is revolutionizing digital presence by transforming these into dynamic, conversational AI knowledge hubs, powered by Google Vertex AI. This allows customers to receive instant, contextual answers, significantly improving satisfaction and freeing human support for complex tasks. Leveraging our deep expertise in enterprise-level support and customer service implementations, Omnicloud extends its analytical and implementation prowess to front-end conversational agents, as demonstrated by our live deployments for mindyourownbusiness.eu and peppolcommerce.eu. This marks a fundamental shift towards intelligent customer interaction and strategic knowledge management.

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Salesforce | Amazon Connect

Skills-based routing in Salesforce
ByNico 25 July, 202526 July, 2025

Back in 2021, when Salesforce Omni-Channel was still maturing, we discussed the foundational shift from simple queue-based routing to the more sophisticated skills-based routing. This innovation allowed businesses to move beyond simply assigning work to agents based on availability within a general bucket, instead matching customer inquiries with agents possessing specific expertise. Today, as customer expectations…

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Amazon Connect | Salesforce

Salesforce Omni-Channel Unified Routing in a multi-national support center
ByNico 21 July, 202526 July, 2025

Customers, regardless of the company’s size, demand seamless, instant, and highly personalized interactions across every channel they choose – be it a simple phone call, a quick email, an immediate web chat, or a message sent via WhatsApp. For mid-sized and growing organizations, especially those expanding into international markets, this challenge is particularly acute. They…

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Artificial Intelligence | Data | Generative AI | Salesforce

Are you AI ready?
ByNico 15 July, 202526 July, 2025

Is your organization AI ready? Everywhere you look, businesses are exploring how to leverage the power of artificial intelligence to automate processes and drive growth. However, many organizations are discovering that simply wanting AI isn’t enough. The crucial question is: Are you AI ready? Without the right preparation, AI initiatives can quickly become costly disappointments. Data quality issues, inefficient…

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Artificial Intelligence | Data | Salesforce

Is NPS Still The Best Customer Satisfaction Measurement?
ByNico 2 March, 20254 March, 2025

Understanding your customers is more critical than ever. It’s not enough to just sell a product or service, you need to know how your customers feel about it, how they experience your brand, and whether they’d recommend you to others. Traditionally, businesses have relied heavily on the Net Promoter Score (NPS) to gauge this crucial customer feedback….

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Artificial Intelligence | Data

AI Strategy vs Data Strategy
ByNico 11 February, 202528 February, 2025

In the world of modern business, artificial intelligence (AI) and data are often mentioned together, and for good reason. They are deeply intertwined, yet they are not the same thing. Many organizations understand the need for both, but struggle to articulate the difference between an AI strategy and a data strategy. This confusion can lead…

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Artificial Intelligence | Data | Generative AI

Are you Agentforce ready?
ByNico 19 January, 202512 February, 2025

Many organizations are turning to agentic solutions, such as Salesforce Agentforce, to move towards personalized and efficient Customer Experiences. However, the path to a successful implementation is often riddled with a common, yet complex challenge: data fragmentation. Legacy backend systems, cobbled together over years, typically operate with their own distinct data models. This results in a…

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Artificial Intelligence | Generative AI

Leverage Generative AI To Enhance Your Customer Services
ByNico 11 January, 202528 February, 2025

In today’s fast-paced business environment, providing exceptional customer service is no longer a luxury—it’s a necessity. Customers expect seamless, personalized, and efficient interactions, and businesses that fail to meet these expectations risk losing them to competitors. Generative AI is emerging as a powerful tool to transform customer service, offering innovative solutions that enhance the customer…

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Artificial Intelligence | Data | Generative AI

Why Your Data Strategy is the Key to Success
ByNico 5 January, 202512 February, 2025

Artificial intelligence (AI) is no longer a futuristic concept, it’s a present-day reality transforming businesses across industries. From automating mundane tasks to unlocking deep insights from complex datasets, AI – especially generative AI – offers incredible potential for optimizing your business processes and driving unprecedented growth. However, simply adopting the latest AI tools isn’t enough….

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Data | Salesforce

Navigating the Data Landscape: Salesforce Data Cloud vs. Traditional MDM
ByNico 29 December, 202412 February, 2025

In today’s data-driven world, businesses are swimming in information from countless sources: website interactions, sales figures, customer support logs, marketing campaign responses, and so on. Harnessing the true power of this data requires a solid foundation – a way to harmonize, unify, and make it accessible. For years, Master Data Management (MDM) solutions have been…

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