Client Success

Empower sales reps and service agents by intuitively and proactively delivering precise and in-place recommendations contextual to the sales opportunity or support case from a scattered set of knowledge silos.
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Intelligent search solution with Engage360 for Salesforce AppsSales and support are critical functions in every company’s pursuit to win, sustain, and grow customer business. Effectiveness and success of these operations depends on timely and easy access to relevant information.
Sales reps often struggle to find the relevant information to help them make progress with customer enquiries and business opportunities. They would rather spend their time and effort meeting their customers than searching for information across scattered silos and search interfaces. But they need access to information for meaningful conversations and winnable proposals.
Similarly, customer service agents are often overwhelmed with a high volume of customer requests and tickets. They repeatedly spend enormous time and effort wading through a multitude of unstructured text within content repositories, knowledge articles, wikis, and portals, to access reasonably relevant information to address customer issues.
Persistent’s Engage360 solution for Salesforce leverages Amazon Kendra’s machine learning-powered intelligent search capabilities to deliver sales effectiveness and superior service agent productivity. With Engage360, your support and sales reps don’t need to search through troves of disparate and distributed unstructured information. In a single click, suggested answers, matching FAQs, similar cases / opportunities, relevant solutions / success stories, and other recommended content is proactively rendered within familiar Salesforce interfaces such as Sales Cloud and Service Cloud.
Delivered in partnership with AWS and Salesforce, Persistent’s Engage360 is a managed package that is easily set up within your Salesforce ecosystem and configured with fully managed Kendra search service.
Empowering Sales and Support reps with fast access to relevant information is one of the best ways to positively impact customer experiences.
How Engage360 enabled Fortune 100 Financial Solutions Company deliver superior insights to institutional agents leading to personable client relationships and…
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Jiani Zhang is President of the Alliance and Industrial Solution Unit at Persistent Systems. Prior to this role, Jiani was the General Manager of Industrial Sector for Persistent Systems. Jiani has extensive experience in management consulting, marketing, product development and technology management. She also holds expertise in building and growing a business with P&L responsibility and leading teams in business strategy, offering & product development, go-to-market, and sales execution. Prior to Persistent, Jiani has also served as Director of Offering Management for IBM Watson IoT Platform and Head of Offering Strategy for IBM Industrial IoT where she pioneered the creation of the Industrial Analytics/AI IoT solutions.
Vice President, Principal Analyst Serving CIO Professionals
Jeffrey helps CIOs and digital leaders succeed by working with them to improve their software delivery capability and by helping them assess the relevance of emerging software technologies. As a 25-plus-year software industry veteran, he’s helped clients improve their development shop culture, apply Agile and continuous delivery best practices, and build successful developer ecosystems. Jeffrey’s been a developer; managed development teams; built award-winning commercial development tools; and, over the past decade, has helped Forrester clients navigate mobile, cloud, IoT, DevOps, and low-code technologies and tools.
Previous Work Experience
Jeffrey has been with Forrester since 2006. Prior to joining Forrester, Jeffrey worked at IBM, Rational Software, and was part of Accenture’s Advanced Systems Group.
Education
Jeffrey holds a B.S. in economics from the Wharton School at the University of Pennsylvania.
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