Omnichannel customer service
With the Vocalcom Salesforce Edition solution, all of your inbound and outbound customer interactions are managed in Salesforce no matter what channel they’re on: phone, email, text messaging, chat, instant messaging or social media. Your agents’ efficiency will improve with a complete view of customers’ profiles and interaction record, all in a single interface—no need to switch CRM applications.
Inbound calls routing
Through the native integration of Vocalcom’s CTI with Salesforce Customer 360, benefit from smart, personalized contact routing based on the customer’s profile and journey. Reduce wait time and improve customer satisfaction.
Smart outbound dialer
Deploy your call campaigns from Salesforce using your prospect or customer databases or by adding web leads as you go. Calls and callbacks are initiated automatically to increase your agents’ efficiency: more contacts and more time spent in conversation for more impact on sales.
Reporting & Analytics
Supervise in real time and benefit from Salesforce reports on all channels enriched by Salesforce’s AI Einstein for in-depth trend analysis. Improve agent and call center performance with a wide range of KPIs and achieve your goals!