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Service Transformation

Your customers don’t think in channels. Your service operation shouldn’t either.

Build an AI-led, unified service experience across voice, digital, self-service, and field service that surpasses customer expectations, empowers agents, and reduces costs.

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Thunder technology helping woman resolve a customer service issue

A better way to build service

Many organizations build their service operations by layering channels over time—voice here, chat there, AI on top. The result? A disjointed customer experience, rising costs, and agents without the context they need to help.

The answer isn’t another channel or tool. It’s two critical pieces working together:

Intelligent front door

An AI-orchestrated service model where every customer interaction begins with shared data and complete business context to handle self-service autonomously and route complex requests intelligently.

Intelligent back door

The engine behind your agents and supervisors with real-time assist, automated call summarization, and unified knowledge—enabling your team to resolve issues faster, without switching between systems.

When these components work as one, technology becomes invisible. The customer simply gets great service.

Thunder's core capabilities
Service strategy
and transformation
Contact center modernization
Customer experience
AI-powered service
Voice and CCaaS
Field service
Self-service and digital engagement
Service analytics and data
Ongoing innovation

Our Core
Capabilities

Service strategy
and transformation
Contact center modernization
Customer experience
AI-powered service
Voice and CCaaS
Field service
Self-service and digital engagement
Service analytics and data
Ongoing innovation

featured offering

Contact center
transformation

Thunder redesigns how customer service is delivered across people, processes, and technology.

Our contact center engagements span executive strategy and business case development through Salesforce platform implementation, AI enablement, and continuous optimization.

200+
Contact center
transformations delivered
100+
Agentforce
implementations
90+
Reusable
accelerators
Thunder - Notification
Expertise in
Agentforce
Agentforce Service
Agentforce Contact Center
Partner Contact Center
Amazon Connect
Agentforce Field Service and Operations
Voice Agents
Service Portals
Data 360
Thunder - Notification

We move fast so you can move faster

Our innovation library captures knowledge from hundreds of service engagements and packages it into reusable accelerators that reduce implementation risk, shorten time to value, and give your team a head start.

90+ accelerators to:

Speed discovery, strategy, executive alignment, and business case development before project initiation
Reduce implementation effort, delivery risk, and project duration
Extend your platform, improve adoption, or deliver value beyond standard capabilities
Explore methodology

Effortless customer experiences

Deliver personalized, context-aware interactions that transition seamlessly across every channel.

Impact: Higher CSAT & FCR | Lower Customer Effort (CES)

Maximum operational efficiency

Automate routine inquiries and streamline routing with conversational AI. Eliminate redundant work and optimize resource allocation without sacrificing quality.

Impact: Lower Cost per Contact | Higher Containment & Deflection Rate

What great service
looks like

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Empowered, high-performing agents

Arm agents with real-time AI assistance, auto-summarization, and a single view of each customer to reduce burnout and accelerate new hire time-to-proficiency.

Impact: Lower ACW & AHT | Reduced Agent Attrition & Time to Proficiency

An AI-ready foundation

Establish the data governance, architecture, and operational foundation needed to deploy AI securely. Scale with confidence on a modern platform designed for growth.

Impact: AI Attainment Accuracy | Lower Cost per Contact

Why organizations
choose Thunder

Outcomes before technology

Every engagement starts with the business outcome you’re trying to achieve. We build the business case before we talk platforms, so when technology enters the conversation, it's in service of a proven ROI.

AI in production

We help organizations move past AI pilots to real results. Our Agentforce implementations are delivering measurable outcomes for more than 30 customers today.

Built alongside Salesforce

As a Salesforce Partner Advisory Board member and Agentforce pilot launch partner, Thunder helps shape the platform’s direction and provides customers with early access to the latest functionality.

End-to-end partnership

From strategy and roadmap planning through implementation, optimization, and managed services, Thunder is with you wherever you need us.

Customer stories

What's possible

Smartsheet blazes the agentic trail

Yahoo accelerates revenue operations

Ansira builds always-on AI voice support

NEWS AND INSIGHTS

What’s new at Thunder

The 90-Day Standard for Federal Modernization
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October 22, 2026

What Can You Show Me in 90 Days? The New Standard for Federal Modernization

Federal leaders are asking a new question: what can you show me in 90 days? Learn how modernization expectations are changing, and five ways agencies can deliver measurable mission value faster.

Federal
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Dreamforce 2026 Takeaways Paul Chesek
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October 15, 2026

Dreamforce 2026 Takeaways: Q&A with Paul Chesek

Now that the dust has settled on Dreamforce 2026, Paul Chesek, GM of Thunder’s Salesforce Practice, reflects on the agentic shift, the questions customers kept asking, and how Thunder is turning this year’s momentum into results.

Salesforce
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Is SaaS Dead?
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September 29, 2026

Is SaaS dead? Not if you’ve done the math.

AI is changing enterprise software, but SaaS isn't dead. Explore why the economics of Salesforce, AI platforms, and custom development point toward a future of SaaS plus AI—not SaaS replacement.

Generative AI
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Ready to build a better service experience?

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