Salesforce Call Center Integration

Salesforce CTI – Sales Cloud Agent Desktop

Improve agent productivity and save with voice and chat in Salesforce.com

  • COMPLETE SALESFORCE INTEGRATION

Pop contact and cases, dial people in one click, transfer with screen, post activity history automatically

  • ANY BROWSER

Simplify deployment with Chrome, Firefox, IE or Safari, no extensions are required

  • ANY PHONE INTEGRATION

Use supplied optional softphone extension or a PSTN phone (dial in and stay on the line or have system dial the number) all options keep the call going when the browser is restarted, all use the same controls on the web widget

  • ANY CHAT IN SALESFORCE

Chat, SMS, Social messaging with Facebook, WeChat, LINE and Telegram (all priced as an inexpensive option) along with internal chat. Chat and messaging are pushed to desktop using multimedia skills-based distribution. Multiple chat sessions on agent and phone calls override chat.

  • SINGLE SIGN-ON

Logging into Salesforce.com logs an agent in automatically

  • UNIFIED SUPERVISION

Supervisor role, in addition, gets real-time stats, call monitoring and grading along with team messaging

Salesforce integration Call center software

Salesforce Dialer

  • AUTOMATED LIST SYNCHRONIZATION

Use any list of objects from Salesforce.com to drive your campagn. Filter on any combination of fields

  • PREDICTIVE, PROGRESSIVE OR PREVIEW DIALER FOR SALESFORCE

Dial in any mode needed for your business

  • AUTOMATED RESULTS PROPAGATION

Create any Salesforce.com objects based on campaign results with fields pre-filled with results data

  • MAXIMIZED SUCCESS RATE

With RPC, answering machine detection and safe calling hours

Salesforce IVR, Chat Bots & Automation

  • IDENTIFICATION

Identify callers by phone or case number, prioritize them based on their Salesforce.com data

  • SELF-SERVICE AND AUTOMATION

Create cases from after hours voicemails, read case status and close cases over the phone or chat automatically with complete access to Salesforce.com data

Salesforce integrations Call center software

Service Cloud Agent Desktop CTI Integration

All the features of Sales Cloud Agent Desktop, plus the floating call window:

Salesforce integrations Call center software

Benefits at a Glance

Productivity

  • Identified account’s information appears as a screen pop and toaster pop-up in Salesforce upon call arrival
  • Single sign-on saves time logging in and reduces password problems
  • Reaching your customer in one click with click-to-call saves time and minimizes mistakes

Customer satisfaction

  • Let customers choose their channel
  • Prioritize customers waiting in queue based on Salesforce data*
  • Minimize the need to repeat information on transfer with Salesforce screen

Cost reduction

  • Single sign-on reduces the effort of maintaining multiple passwords
  • No need to install and maintain integration software on agent computers
  • Customer self-service increases satisfaction and reduces costs*

Why Wait?

We are happy to answer questions and discuss specific workflows and requirements on a live presentation online, or set up a pilot project to trial the solution without paying any license fees

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