Virtual PBX Featured Article

Natterbox Makes AVS Available on the Salesforce AppExchange

May 09, 2017

By Michael Guta - Contributing Writer

Compared to legacy telephony systems, today's IP communications provide more options than many organizations can even use. But more than the features, the control and flexibility seems to be what customers appreciate. Vendor lock-in and waiting for days, weeks or even months for services or any upgrades are all a thing of the past. Natterbox is extending this flexibility by making its Advanced Voice Services (AVS) available on the Salesforce AppExchange to give organizations easy access to a personalized telephony system within Salesforce.

Natterbox has a global cloud PBX service that captures and integrates voice into customer processes and Salesforce systems with the goal of solving the telephony issues for business and bringing voice into the digitized customer experience (CX). Companies like Groupon, Kimberly Clarke, Rakuten and more than 450 additional organizations use its technology to increase sales efficiency, competitive advantage and set new standards in CX. Being able to entirely run from within Salesforce will reduce dependencies on telecoms and IT, and put the phone system into the hands of administrators.

This type of control is going to enable customers to configure and run the phone system of the entire organization or contact center in a single platform with tools that are able to leverage customer data in order to deliver personalized services. The AVS solution from Natterbox comes at a time when consumer have higher expectations from the companies they do business with.

Regarding the state of consumer sentiment, Natterbox CEO, Neil Hammerton, said, "66 percent of consumers are likely to switch brands if they do not receive personalized service and 87 percent of buyer loyalty is influenced by an immediate response to support requests with buyers rating the phone as being one of the most critical channels for getting help. Bringing the phone system and contact center into Salesforce enables our customers to globalize their operations and deliver exceptional levels of service."

The Natterbox AVS feature modules have cloud PBX, contact center with web phone, CTI, record, numbers and global calls. These modules can be used to give administrators more control to deliver a positive and a differentiated CX. Sales and service agents can make and receive phone calls directly from Salesforce customer records to provide greater levels of customer satisfaction while increasing productivity by taking advantage of the connectivity between Natterbox AVS and Salesforce.

In addressing the connectivity, Kori O’Brien, SVP, ISV Sales, Salesforce, said, "Everyone and everything is getting smarter and more connected than ever before and companies are looking to transform the way they connect with customers, partners and employees. By leveraging the power of the Salesforce Platform, Natterbox provides customers with an exciting new way to meet increasing customer expectations for personalized service and speed of engagement."

Edited by Maurice Nagle



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