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 language, based on the customer’s data in your Salesforce org. Having the right data available to do so, is key to provide the best customer experience. Implementing a cloud contact center solution with Salesforce may provide a better solution.
Next to a closer integration there are more reasons to move to a cloud contact center solution.
Salesforce release alignment
Typically, cloud contact center solutions that have an AppExchange package to integrate with Salesforce Sales and/or Service Cloud, also closely align with Salesforce releases. When Salesforce implements new functionalities or when API’s get updated on Salesforce side, these providers also update their solution.
Also on functional side, cloud contact center providers will align new or updated functionalities with Salesforce. The nice thing is that these get implemented automatically. This ensures that your environment is always up-to-date. For instance, Salesforce enables support via Instagram in the Winter ’17 release. You get this functionality in Salesforce, and when implementing a cloud contact center solution, it allows you to include Instagram as an additional support channel immediately.
One GUI for your agents
Traditionally, local telephony or unified communication platforms, prefer to manage all channels via their platform. This means that e-mails, web requests or chat sessions are monitored via the communication platform to route to the correct agent. In a lot of cases also the interface of the communication platform should be used to answer to incoming questions. The Salesforce Case record is only created when all the communication is done. However, when a Case remains open – no first-call-resolution – the follow-up has to be done via Salesforce.
This means that your agents may have to use 2 interfaces:
- Answering an incoming call shows a pop-up in Salesforce, and your agent logs all details immediately in the Case record
- Answering an e-mail, web request or chat happens in the interface of the communication platform. For these channels, Salesforce is merely used to register the contact with your customer. Your agent uses the communication’s GUI to answer the question
- Follow-up of open Cases, for instance involving an internal 2nd line team, happens in Salesforce. But answering to the customer may have to happen via the communication platform’s screens
When implementing Salesforce, it is preferred to stay as close as possible to the out-of-the-box functionalities, and so to use the omnichannel capabilities of Salesforce.
Compared with the traditional solutions, cloud contact center solutions typically align with Salesforce’s strategy. Cases get created via mail-to-case or web-to-case, and the cloud contact center solution uses the ID of the Case to route the question to the correct agent. This way, all support channels use the same process.
Implementing best practices of both the cloud contact center solution and Salesforce, ensure that also your call center reporting becomes fully integrated.
During the day, a call center manager wants to know if the different channels are correctly staffed. Or he wants to shift agents to other products easily because there’s peak volume. Using a traditional communication platform, these tasks typically have to be done on the communication platform. With a cloud contact center solution, the day-to-day call center management may be done straight from within Salesforce.
In terms of operational reporting it may be difficult to, for instance, report on number of communications to resolve a Case in a traditional setup. This type of reporting is automatically available in Salesforce when implementing a cloud contact center solution. Moreover, all data that is uploaded, is also immediately available for reporting in Salesforce. So you may do the operational reporting directly in Salesforce, integrating call center statistics with Salesforce data immediately.
Versatility & Scalability
Like Salesforce, a cloud contact center solution allows to unite team members from different locations easily, or to implement homeworking without having to do an intensive security implementation on your network. With this setup, it doesn’t matter where the agents are located. Agents may use desk phones, their home number or their mobile phone to answer incoming customer calls.
When you utilize an external call center to handle overflows, their agents have direct and unified access to your call center environment as well. There is not need to invest in additional infrastructure.
By its nature, cloud solutions enable your people to work from anywhere. Customer service agents don’t have to be in the office to be able to answer incoming questions. So in case of strike, severe weather conditions, or any other condition that directly impacts your company, it is as simple as to use an Internet connection and having a (mobile) phone available to be able to continue providing customer support.
Do you use Salesforce, and do you look for better integration, better scalability and ensured continuity? We help you to assess and implement the best solution for your company. Fill in our contact page and we get in touch as soon as possible.