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Call Centre Management that Optimises Business Efficiency

When a customer calls, your help desk is the all-important gateway to your business — and the access to their business.
You'll need the cloud-based convenience and power of Customer Relationship Management that elevates your call centre staff...

Better knowledge management.Cloud-based call centre software from Salesforce Australia makes all the information and expertise in your entire company centralised and available. With proven solutions at their fingertips, our call centre software provides expertise support for customers and other employees, boosting your company's efficiency, industry reputation and profits.

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A web-based platform. Salesforce CRM Service runs online in the cloud, freeing you up from the expense of purchasing, installing and maintaining onsite software and hardware. And we're only a mouseclick away - nothing could be easier!

More powerful search capabilities. Our ingenious help desk solutions give instant access to the answer you need, without the hassle of browsing through the answers you don't. Your call centre staff can draw on powerful, customised tools from the salesforce.com platform that sort and classify resolutions to suit their specific requirements. Even new agents will be aware of exact service level requirements, set objectives and answers to the most challenging customer enquiries.

Solution administration. Salesforce CRM call centre applications ensure the quality of information in the knowledge base via a multilevel solution review process. Anyone can easily create solutions, but only authorised users can review and publish them.

Resolution workflow. Unlike conventional call centre solutions, Salesforce Australia's CRM Service supports custom workflow rules and automates the management of the knowledge base. Alerts and automatic task assignments notify administrators when to take prompt action.

A global scale. Our virtual platform is in the cloud, multilingual and globally accessible. Our call centre business systems allow your company to assist customers in local languages, write (or translate) and maintain resolutions for common service issues and receive consistent support in your language, wherever you are.

Bring your call centre management to the cloud and make your company's crucial data instantly available to whoever needs it, when they need it...

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CRM Best Practices Best practice guides, training, and discussions for superior call centre management are sourced at salesforce.com/au/
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contact center

Contact center

Here’s everything you need for a productive contact center and happy service agents. Create and track incoming cases from both traditional and social channels, see your customers' social profiles,  automatically route and escalate cases, and integrate with your telephony or back-office applications. It’s as easy as using as your favorite Web site.

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Free Trial Service Cloud View Demo
 

Help agents work together to respond quickly

Salesforce Chatter brings employee social networks to the contact center. In addition to exchanging information about cases and knowledge articles, your team can follow any Salesforce records or custom objects. When a record is changed, the update is posted automatically. And because every record has its own Chatter feed, everyone following that record automatically receives alerts and can immediately post comments or updates.

Get a single customer view

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For service agents, quickly finding the right information about customers is critical. With the next-generation console, agents’ screens are optimized to manage social media and case activities with fewer clicks and less scrolling. And a new user interface streamlines the agent experience with tabbed records, so agents can dramatically speed up support, sales, and telemarketing activities without losing context.

Offer flexibility in your service

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Whether it’s phone, email, or the Web, your customers want options, so make sure your agents have cross-channel service capabilities.

Access customer information instantly

Keep agents productive by integrating with your telephony infrastructure. Salesforce CRM integrates with 80 of the most popular phone systems.

A complete call center, entirely in the cloud

Run your entire call center, from your telephony to your CRM, entirely in the cloud with solutions from the leaders in call-center technology: Salesforce.com and Cisco.

Automate processes for faster resolution

To deliver the great service your customers expect, your agents need the right processes in place. With customizable workflow tools, you can automatically transfer, escalate, or close cases to keep service moving as quickly as possible.