External routing allows you to use your existing communication platform with Salesforce Omni-channel. In a ‘pure’ implementation, Salesforce decides which agent should answer an incoming work item. When you prefer using the decision engine of your existing unified communication platform, External Routing allows you to do so. Why External Routing? Salesforce Omnichannel routing allows to…
The other day, I was in a conference call about contact center trends and how Salesforce fits into the picture. One of the items that was seen as a Leading component is the usage of a unified / Intelligent desktop. Unified Desktop A Unified Desktop, or Unified Agent Desktop, in a contact center environment, may…
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…
The goal of Skills-based routing is to get the best available agent answering the incoming question. The concepts are the same when making a local implementation, but the complexity may rise when implementing skills-based routing over multiple channels, countries and languages. We already described the basic setup in the article: Configuring Skills-based routing in Salesforce. …
Before the introduction of Skills-based routing, it was only possible to distribute work via Queues in Salesforce Service Cloud. Using Queues, it was – and still is of course – possible to put similar work in the same ‘bucket’. Support agents have access to Queues based on a specific skill. With Skills-based routing, you get…
As mentioned in our previous article, Salesforce Skills-based routing may get used to route incoming – non-voice – questions to the best-skilled agent. Based on the data available with the incoming question, a match may get made with the skills of the available agents. And so, Salesforce will push the question to the agent that…
Skills-based routing is available now for some time in Salesforce. But, why would you want to make use of it? As a starter, the Salesforce Skills-based routing rules may get used for non-voice channels. Next to Custom Objects, the following out-of-the-box objects may get used: Cases Leads Orders Messages Chats Incoming or outgoing telephone calls…
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….
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…
Skills-based routing is an important aspect for inbound (and outbound) contact centers. How do you manage your agent’s skills? How do you ensure that calls get routed to the best suited agent at all times? And how do you follow-up on agents that build new skills? MyTrailhead Earlier this year, Salesforce announced MyTrailhead as a…
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