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Amazon Connect and Service Cloud Voice use WebRTC for handling calls
WebRTC with Amazon Connect (and Salesforce SCV)

When companies look for a Computer Telephony Integration with Salesforce, one of the first questions [...]

18
Feb
Using External Routing solution with Salesforce

External routing allows you to use your existing communication platform with Salesforce Omni-channel.  In a [...]

10
Feb
Salesforce and Unified Desktop
Unified Desktop and Salesforce

The other day, I was in a conference call about contact center trends and how [...]

08
Feb
Amazon Connect uitbreiding op Salesforce
Where to start with Salesforce CTI implementations?

Companies regularly ask how they may integrate incoming calls with Salesforce.  The don’t always look [...]

04
Feb
Service Cloud Voice support agent
Service Cloud Voice & non-voice channels in Salesforce

With the launch of Service Cloud Voice, Salesforce streamlines the user experience when providing support [...]

01
Feb
Set correct skills weight and workload for correct work distribution in skills based routing
Let the Skills be with you

The goal of Skills-based routing is to get the best available agent answering the incoming [...]

26
Jan
Routing work items according to agent skills
Skills-based routing in Salesforce

Before the introduction of Skills-based routing, it was only possible to distribute work via Queues [...]

22
Jan
Salesforce Omni-Channel Skills-Based Routing
Configuring Skills-based routing in Salesforce

As mentioned in our previous article, Salesforce Skills-based routing may get used to route incoming [...]

14
Jan
Optimize processes with skills-based routing
Why Skills-based routing

Skills-based routing is available now for some time in Salesforce.  But, why would you want [...]

07
Dec
Male Coach
Coaching remote support agents during ongoing calls

With most people working remote, it is often difficult to coach remote agents.  With Amazon [...]

02
Jun
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