So…it was about time that we updated this post, which was created when there was no fixed process yet for implementing Voicemail functionalities via Salesforce Service Cloud Voice. In the meantime, there was the Voicemail Express v2 example published – primarily a solution that got proposed from AWS side. More recently Salesforce described a more…
When you already use Salesforce in your organization, 2023 may be a good reason to move your contact center to the cloud. Migrating from an on-premises Contact Center solution to Salesforce Service Cloud Voice with Amazon Connect will bring your more flexibility & better integration, while lowering overall costs for your contact center. 1. Enhanced…
Net Promoter Score is a customer loyalty metric. The objective of NPS is to get a clear and easily interpretable customer satisfaction score. As it’s a standardized approach, it allows to compare results over time or between different industries. NPS often happens via survey emails, or by calling contacts after they were in touch with…
When companies look for a Computer Telephony Integration with Salesforce, one of the first questions is that it must be possible to handle calls via the computer. From a technical point-of-view, this is possible already for a long time. However, different technologies are used to make this happen. Where classic Unified Communication Platforms communicate via…
With the launch of Service Cloud Voice, Salesforce streamlines the user experience when providing support via multiple channels. Service Cloud Voice benefits Answer calls via the Omnichannel widget I believe that being able to answer all channels via one and the same widget is a big advantage. With AppExchange solutions, Phone interactions were handle via…
With most people working remote, it is often difficult to coach remote agents. With Amazon Connect, it is easy to listen into ongoing calls. This allows for coaching support agents to better handle conversations with customers. But an agent may have a question that needs immediate feedback from a business coach or a product expert….
How many staff do you need to handle the planned load in your contact center? When I was thinking about how contact center companies and team make these calculations, I found this article on www.callcentrehelper.com. This article describes the following steps in calculating your staff requirements: How many calls do you handle generally How many…
Compared with on-premise implementations, some important architecture questions and implementation decisions may get different responses or views when implementing Amazon Connect. Here are 5 topics that you handle differently: Hardware and Software Requirements This is definitely a question that you ask when implementing an on-premise Contact Center solution. But the question becomes irrelevant when using…
Rightfully, one of the first questions that prospects ask is about service availability and support when implementing Amazon Connect. Here is a short overview of what you may expect from AWS and Omnicloud. Service Level Agreement As Amazon Connect is one of the many services of AWS, it is Amazon Web Services that provides the…
Chatbot, Voicebot, Visual IVR… next to social media, you also want information from these channels fully integrated in your CRM application… As a company you want 360° view on all interactions with your customers. Picture this: A customer calls your contact center and ends up in your self-service voicebot Your customer answers the questions that…
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