Companies regularly ask how they may integrate incoming calls with Salesforce. They don’t always look for a complete omnichannel approach yet. But they search for a solution to get customers connected with the right agent and ensuring that the agent has the correct information displayed. So these are talks about how starting off with such…
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…
Compared with on-premise implementations, some important architecture questions and implementation decisions may get different responses or views when implementing Amazon Connect. Here are 5 topics that you handle differently: Hardware and Software Requirements This is definitely a question that you ask when implementing an on-premise Contact Center solution. But the question becomes irrelevant when using…
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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