For salesforce.com users, we offer easy and tight integration with the force.com platform. It empowers your users to maintain a complete view of customer activity and to communicate with their customers the way that the customers choose to, such as phone or web chat.

Pre-packaged integration means there’s no custom coding.

With ServicePattern salesforce.com integration, you can:

• Communicate with your customers the way they choose.
• Enjoy a convenient combined user interface with zero-install and single sign-on.
• Give your customers the convenience of self-service applications.*

All of which makes your organization better equipped to compete and reach your sales and customer satisfaction goals.

Feature details

• The integration is pre-packaged, so no custom code is needed
• Single sign-on (salesforce.com authenticates Agent Desktop via OAuth2)
• Presence management: agent can control their availability to ACD and other agents
• Embedded Agent Desktop with call/chat control (dial, hang-up, hold/retrieve, consult & blind transfer, multi-party conference, switch between calls/chats)
• Click-to-call
• Transfer with salesforce.com object on screen as context
• Switching between calls switches contexts as well
• Agent directory, recent interactions, and favorites
• When the salesforce.com window is under other windows, the toast pop-up shows customer’s name and what service they are calling for
• Screen pop for all media types; define in scenario which objects to pop, or search terms to show results for
• Activity creation & auto association; includes call disposition, annotations, and related objects
• Built-in customizable survey scenario with capability to propagate result into activity history*