So…it was about time that we updated this post, which was created when there was no fixed process yet for implementing Voicemail functionalities via Salesforce Service Cloud Voice. In the meantime, there was the Voicemail Express v2 example published – primarily a solution that got proposed from AWS side. More recently Salesforce described a more…
When you already use Salesforce in your organization, 2023 may be a good reason to move your contact center to the cloud. Migrating from an on-premises Contact Center solution to Salesforce Service Cloud Voice with Amazon Connect will bring your more flexibility & better integration, while lowering overall costs for your contact center. 1. Enhanced…
Companies face difficult crossroads as we head into 2023. Inflation hits consumers and business, companies have difficulties finding (and keeping) the right employees and technology keeps growing and evolving. Despite these difficulties, customer experience stays on top of every business’ priority list. The question being: how do you keep high standards, while ensuring that costs…
Service Cloud Voice brings Interactive Voice Recognition (IVR) functionalities to your Salesforce implementation. Integrating simple voicebot functionalities in your contact flow may automate standard repetitive tasks. Normally, these tasks take unnecessary time away of your support team. By automating these tasks, your support agents may focus on more complex, and more attractive tasks. Likewise, providing…
As a company, you often provide support in multiple languages. This also means that your IVR (Interactive Voice Response) solution should support multiple languages, or that you use different contact numbers to differentiate languages. When using dedicated contact numbers per language, you immediately have a clear understanding of the caller’s language. However, this requires more…
Probably, your contact center reps get a number of repetitive questions from customers. Questions like: “What is the status of my order?“, or “I would like to change the delivery date from Monday to Tuesday“… Keeping your customers in queue for these types of standard questions will probably frustrate them. While your support agents will…
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…
With the launch of Service Cloud Voice, Salesforce streamlines the user experience when providing support via multiple channels. Service Cloud Voice benefits Answer calls via the Omnichannel widget I believe that being able to answer all channels via one and the same widget is a big advantage. With AppExchange solutions, Phone interactions were handle via…
With most people working remote, it is often difficult to coach remote agents. With Amazon Connect, it is easy to listen into ongoing calls. This allows for coaching support agents to better handle conversations with customers. But an agent may have a question that needs immediate feedback from a business coach or a product expert….
How many staff do you need to handle the planned load in your contact center? When I was thinking about how contact center companies and team make these calculations, I found this article on www.callcentrehelper.com. This article describes the following steps in calculating your staff requirements: How many calls do you handle generally How many…
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