Have you properly leveraged your investment by integrating it with your contact center to get more bang for your buck? If not, it may be time to take a closer look at a recent webinar, hosted by IVR company Angel and designed to explore the power of the Salesforce.com (News - Alert) platform, which has become a dominant force in the cloud computing space.
The webinar, “Make the Most of Your Investment in Salesforce.com,” explores how you can effectively connect your IVR (Interactive Voice Response) through the Salesforce.com AppExchange. Originally broadcasted on Thursday, Aug. 25, this archived webinar explores how Salesforce.com has become a true force in business technology through the power of partners in the AppExchange.
Angel's Jason Hochman presents this innovative event, exploring how companies already using Salesforce.com with Contact Center Solutions and IVR are fully automating data capture to increase agent productivity and enable a better experience overall for all callers.
Angel’s cloud-based IVR and Contact Center technologies will seamlessly integrate with Salesforce.com to enable users to place outbound calls by simply clicking a number within the Salesforce.com platform; automatically capture names and addresses and place them in the Salesforce.com platform; and deploy and manage support functions with automated case status updates and screen pops.
Hochman shared during the webinar, “Customer Support Applications focus on the customized caller experience through automated interaction with backend databases. Automated Call Distribution is put in place to get your customers to the most appropriate agents. And, screen pop is enabled so your agents know who the customer is and why they are calling.”
With the Contact Center on Force.com, you gain a real-time view of your call queues, including agent usage and availability, queue performance and more. The agent monitoring allows your agents to check in/out, set their status, view caller details and transfer calls to other agents or departments. The Reporting feature allows you to pull historical and real-time call data, including calls by day, agent usage, queue activity and more.
“Multi-model capabilities,” according to Hochman, “empower the contact center to interact with customers in completely new ways. With voice authentication and signature, customers can use their voice as their password to login to accounts and applications; voice sign agreements and orders directly on their mobile phone, and comply with increased regulations related to proof of identity.”
Customer experience managers seeking to leverage the power of their Salesforce.com investments to drive results in the contact center should check out this archived webinar today!
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.Edited by Tammy Wolf