IVR: Angel's SupportByFone Streamlines Caller Experience
June 14, 2011
Using a Salesforce.com account, contact centers can seamlessly create a customized, efficient call experience for customers that eliminates the need for hardware of software. Instead, a unique login provides agents with complete access to calls and cases for maximized productivity, boosted lead data accuracy, agent efficiency, and, most importantly, caller satisfaction.
Once a caller dials into a support representative, complete caller information is available, thus expediting caller resolution. Using this information, which may include name, title and company or even call history and case number, calls are routed to the appropriate agent for effective linking of caller inquiries to current individual or corporate account data.
By connecting a Salesforce.com application to a phone, all support automation can be centralized so callers can automatically check the status of a case, open a new case, update a case description, or transfer to a live support rep. Using a fully integrated IVR, customers can perform all these functions without speaking to a live agent.
With one-click outbound calling, users can easily place outbound calls by clicking on a phone number from a case record. In turn, Salesforce.com application logs all placed calls, including call results and details and new case information to guarantee orderly tracking of call activities.
Salesforce.com’s reporting capabilities are quite handy when it comes to SupportByFone, as call details can be viewed in Dashboard mode. Users gain access to caller action requests, call termination types, survey results and case details for complete comprehension of a call center’s success.
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Tammy Wolf is a TMCnet web editor. She covers a wide range of topics, including IP communications and information technology. To read more of her articles, please visit her columnist page.