Some may say that Voicemail is a legacy solution, which is not to be used anymore in times of social media. However, there are still use cases where Voicemail is a viable channel in your support strategy. Voicemail for Amazon Connect (BYOT) Although Amazon Connect has no Voicemail functionalities available out-of-the-box, we created a standard […]
Tag Archives: CTI
10
Feb
Feb
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 […]
04
Feb
Feb
Companies regularly ask how they may integrate incoming calls with Salesforce. The don’t always look for a complete omnichannel approach yet. But they search for a solution to get customers connected with the right agent and ensuring that the agent has the correct information displayed. So these are talks about how starting off with such […]
20
Mar
Mar
Whenever required, the Belgian government enables the emergency number 1722 to enable people to report their specific problem. Related to a recent storm, more than 78000 calls were done to this number. Officials indicate that all procedures worked extremely well. Except, most people calling the 1722 emergency number were in queue far too long… Contact […]