Tag Archives: Unified Communication

Using External Routing solution with Salesforce

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 […]

Unified Desktop and Salesforce

Salesforce and Unified Desktop

The other day, I was in a conference call about contact center trends and how Salesforce fits into the picture.  One of the items that was seen as a Leading component is the usage of a unified / Intelligent desktop. Unified Desktop A Unified Desktop, or Unified Agent Desktop, in a contact center environment, may […]