Integrating omnichannel cloud call center software with Salesforce holds the key to managing growing contact volumes, delivering superior customer service, and optimizing agent productivity.
In this article, we explore the transformative potential of this integration, highlighting how it empowers organizations to provide exceptional customer experiences through a seamless CRM system. Discover why integrating your cloud call center software with Salesforce is imperative for unlocking success in today’s competitive business landscape.
What Can You Expect?
Salesforce call center integration can add value to your business by making sure that you keep your clients and that they are happy with your service. The integration places the functionality of the agent desktop application within the salesforce environment. The out-of-the-box salesforce call center integration is easy and seamless to configure and use.
Enhance salesforce with advanced salesforce telephony integration features. It’s the same UI that you’re used to, but even better! There’s no need to switch agents between channels. Agents can now chat while talking on the phone and vice versa. All of these you can do from the agent desktop application. Seamless, right?
10 Features That Will Increase Productivity In Your Company
The little things matter, whether we notice it or not. The single sign-on feature provides simultaneous login to both contact center software and Salesforce. No need to memorize tons of passwords! This minimizes password stress if you know what we mean. Just remember one, click sign in and you’re all set for work.
Blended Omnichannel Communications
Our agent desktop application integrates omni-channel communication tools with Salesforce. Letting you connect with everyone using voice calls, chat, video, IVR, email, in-app, self-service AI bots, SMS, and well-known messengers like Whatsapp, WeChat, Line, Facebook Messenger, Twitter, and a lot more! This doesn’t only make things simpler for the agents, but it also improves consistency and communications with the clients!
Salesforce Data Access
The powerful scenario engine and integrated bots use Salesforce data for identification, customer prioritization and differentiation, and self-service. System admins can quickly build intricate workflows with the drag and drop enabled applications. This feature provides all the tools that the agent needs to create the best customer journey that best fits the business strategy.
Handle Multiple Chats
Handling multiple chats can improve the support experience for your clients, reduce clients’ wait time, and increases conversions! This might sound overwhelming, but don’t worry! We’re here to keep you not just productive, but organized as well.
We help agents stay on track when working on multiple chats simultaneously. How? The agent’s desktop remembers where you left off in the conversation. It also places all active chats at the top of the active communications list.
No one hates being unprepared. With the screen pop feature, your agents will always stay on top of all that happened to the caller! Salesforce data is used to screen pop useful information about contacts and records to the agent’s desktop in their context.
The screen pop feature will give your agent a crash course of who the caller is, their last call history, payment history, and a lot more. Agents can also accept any incoming interaction without having to make themselves ready separately for chat or voice.
Note: Important voice calls may override chats.
Click to Call / Click to Chat
With the click to call/dial and click to chat functionality, there’s no excuse for not staying in touch. Just simply click the phone icon or the number beside the contact’s name to dial it. Save time by never having to manually dial a client’s number again! Plus, this also makes sure that you always call the right client. We don’t have to deal with any wrong number calls, right?
Improve your agents’ workflow with our seamless and hassle-free call transfers. Seamlessly transfer calls to internal and external numbers, along with the data on the screen during consult calls. A simple yet effective way to increase your client’s satisfaction.
They say you learn from history and are doomed to repeat it. With the Activity History, your agents and teams can quickly learn the context of past conversations which saves and updates all call recordings, activities, notes, and data in real-time.
This gives you an insight into the most important things that happen during and after a call. Leaving you with essential data that you can analyze and make better decisions with.
Outbound List Synchronization/Result Export
This outbound list synchronization will make data gathering easier and smoother! Automatically import calling lists from your outbound campaigns directly from Salesforce and set up periodic updates to include changes made to the same data in Salesforce. Stay updated on all your outbound campaigns and on top of your competitors with Salesforce.
Complete Contact Center
Make informed decisions, analyze problems and solutions, know what is important, and share it with the whole team. The customizable and interactive wallboard display shows relevant data and stats to your teams, agents, and supervisors.
Brighpattern’s omni-quality management allows you to analyze 100% of interactions on all channels, and utilize AI for sentiment transcription, and keyword analysis. This seamless internal communication allows remote agents to stay in touch easily through personal wall boards and internal chat systems and it also allows supervisors to give the agent feedback seamlessly.
Frequently Asked Questions (FAQs)
1. Why is Omnichannel Better than Multichannel?
Omnichannel allows for a smoother switching between communication channels without losing any context, whereas a multichannel may have difficulty doing this. An omnichannel gives your agents better performance and your clients a better experience.
2. How can CRM integration help my business?
CRM narrows everything down to what is important and what is not. It gives you data that matters (client history calls, conversion rates, issues, statistics, and more). With all this data, you can consult your team and come up with a solution to help your company grow.