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…

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…

Default Required Skills in Dynamic Skills-based Routing

Default Required Skills in Dynamic Skills-based Routing

With Skills-based routing in Salesforce, you have the ability to dynamically select the best-placed support agent, to answer an incoming question.  But there may be situations where you want to have one or two required skills.  These skills should always be met. Next to other skills, where you may want to reduce their importance if…

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…

Let the Skills be with you

Let the Skills be with you

The goal of Skills-based routing is to get the best available agent answering the incoming question.  The concepts are the same when making a local implementation, but the complexity may rise when implementing skills-based routing over multiple channels, countries and languages. We already described the basic setup in the article: Configuring Skills-based routing in Salesforce. …

Coaching remote support agents during ongoing calls
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Coaching remote support agents during ongoing calls

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….

Optimizing routing based on MyTrailhead trainings
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Optimizing routing based on MyTrailhead trainings

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…