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 […]
Tag archieven: AWS
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mrt
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 […]
18
feb
feb
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 […]
01
feb
feb
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 […]
02
jun
jun
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. […]
09
feb
feb
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 […]
28
dec
dec
Rightfully, one of the first questions that prospects ask is about service availability and support when implementing Amazon Connect. Here is a short overview of what you may expect from AWS and Omnicloud. Service Level Agreement As Amazon Connect is one of the many services of AWS, it is Amazon Web Services that provides the […]
06
apr
apr
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 […]
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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 […]
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nov
nov
Implementing off-the-shelve solutions often requires a heavy capital expense and a reasonable amount of operational expenses. Moving to cloud solutions reduces the capital expenses, but it also often raises the operational costs. Reason being that the license cost per user is higher as infrastructure and maintenance costs are all included in the monthly fee per user. […]
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