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…

Where to start with Salesforce CTI implementations?
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Where to start with Salesforce CTI implementations?

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…

6 Reasons Why 2023 Is A Great Year To Move Your Contact Center To The Cloud
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6 Reasons Why 2023 Is A Great Year To Move Your Contact Center To The Cloud

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…

5 Actions To Align CX And Support Costs In 2023
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5 Actions To Align CX And Support Costs In 2023

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…

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…