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…
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…
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…
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…
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…
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…
Skills-based routing is an important aspect for inbound (and outbound) contact centers. How do you manage your agent’s skills? How do you ensure that calls get routed to the best suited agent at all times? And how do you follow-up on agents that build new skills? MyTrailhead Earlier this year, Salesforce announced MyTrailhead as a…
When implementing and integrating Salesforce with a cloud contact center solution, it is imperative to get call center statistics available automatically in Salesforce. Classic telephony solutions Classic telephony solutions like Cisco or Avaya, don’t have the standard functionalities available to automatically load call statistics in your CRM solution. Instead, reporting on data like call length…
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…
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