When companies look for a Computer Telephony Integration with Salesforce, one of the first questions [...]
External routing allows you to use your existing communication platform with Salesforce Omni-channel. In a [...]
The other day, I was in a conference call about contact center trends and how [...]
Companies regularly ask how they may integrate incoming calls with Salesforce. The don’t always look [...]
With the launch of Service Cloud Voice, Salesforce streamlines the user experience when providing support [...]
The goal of Skills-based routing is to get the best available agent answering the incoming [...]
Before the introduction of Skills-based routing, it was only possible to distribute work via Queues [...]
As mentioned in our previous article, Salesforce Skills-based routing may get used to route incoming [...]
Skills-based routing is available now for some time in Salesforce. But, why would you want [...]
With most people working remote, it is often difficult to coach remote agents. With Amazon [...]
