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: Salesforce CTI
When companies look for a Computer Telephony Integration with Salesforce, one of the first questions is that it must be possible to handle calls via the computer. From a technical point-of-view, this is possible already for a long time. However, different technologies are used to make this happen. Where classic Unified Communication Platforms communicate via […]
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 […]
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 […]
When implementing and integrating Salesforce with a cloud contact center solution, it is imperative to get call center statistics available automatically in Salesforce. Classic telephony solutions Classic telephony solutions like Cisco or Avaya, don’t have the standard functionalities available to automatically load call statistics in your CRM solution. Instead, reporting on data like call length […]
Everyone is convinced that customer experience is very important. But still, when calling to customer service, it happens too often that you don’t feel welcome…Either you wait too long, or you have to go through too many (IVR) menu options, before talking with an agent. Or you have to repeat your problem with each transfer […]
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 […]
Companies that implement Salesforce, and want to implement an efficient omnichannel strategy, may have difficulties to reach the expected efficiency when using their legacy telephony platform. Integrating a local PABX with Salesforce (in the cloud) may create some particular challenges. For instance, in a multilanguage environment, you want to start announcements immediately in the correct […]