Handle Incoming Voicemail Messages In Salesforce
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Handle Incoming Voicemail Messages In Salesforce

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…

Integrate A Voicebot In Your Contact Flow

Integrate A Voicebot In Your Contact Flow

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…

Offload Your Salesforce Service Cloud Voice Enabled Support Team

Offload Your Salesforce Service Cloud Voice Enabled Support Team

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…

WebRTC with Amazon Connect (and Salesforce SCV)
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WebRTC with Amazon Connect (and Salesforce SCV)

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…

Service Cloud Voice & non-voice channels in Salesforce
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Service Cloud Voice & non-voice channels in Salesforce

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…

Voicebot apps in your contact center
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Voicebot apps in your contact center

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…

Provide Personalised Customer Experience From The 1st Second
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Provide Personalised Customer Experience From The 1st Second

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…

Managing virtual contact center teams
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Managing virtual contact center teams

Over the years, companies have often centralised their administrative teams in one location. But with traffic congestions and different mindsets of millenials, the trend moves towards virtual teams.  Especially millenials want more freedom in choosing where and when they work. Virtual Contact Center teams Also for contact centers it becomes more important to allow people…

Create an overflow capacity in your contact center without burning your budget
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Create an overflow capacity in your contact center without burning your budget

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…