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Amazon Connect Voicemail
Handle incoming Voicemail messages from within Salesforce

Some may say that Voicemail is a legacy solution, which is not to be used [...]

10
Nov
Voicebot apps on Amazon Connect
Voicebot apps in your contact center

Chatbot, Voicebot, Visual IVR… next to social media, you also want information from these channels [...]

18
Oct
Dynamic routing with Amazon Connect
Optimizing routing based on MyTrailhead trainings

Skills-based routing is an important aspect for inbound (and outbound) contact centers.  How do you [...]

12
Oct
Get your contact center statistics automatically in Salesforce

When implementing and integrating Salesforce with a cloud contact center solution, it is imperative to [...]

03
Jun
Provide Personalised Customer Experience From The 1st Second

Everyone is convinced that customer experience is very important.  But still, when calling to customer [...]

25
May
Managing virtual contact center teams

Over the years, companies have often centralised their administrative teams in one location. But with [...]

06
Apr
Create an overflow capacity in your contact center without burning your budget

Whenever required, the Belgian government enables the emergency number 1722 to enable people to report [...]

20
Mar
Salesforce Omni-Channel Skills-Based Routing
Route incoming chat requests via Salesforce Skills-based routing

As mentioned in our previous article, it is now possible to route incoming chat requests [...]

14
Dec
Optimize processes with skills-based routing
Skills-based routing to align support processes

Since Winter ’19 release, Salesforce implements skills based routing for non-voice channels.  At the moment [...]

07
Dec
From on-premise to cloud infrastructure for your call center
Dynamically size your support infrastructure on actual needs

Implementing off-the-shelve solutions often requires a heavy capital expense and a reasonable amount of operational [...]

20
Nov
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