Contact Centre
Connect every channel and maximise ROI with contact centre software built directly into your CRM. Transform your contact centre into an omnichannel engagement centre for effective, cost-efficient service.
What can you do with your new contact centre software?
Transform your call centre into a modern engagement centre customers will love.
Resolve calls faster and smarter.
Service Cloud Voice
Boost the effectiveness of your customer support with a phone channel that operates natively within Service Cloud.
Give agents instant access to a complete view of the customer. Equip them with the tools and insights they need to provide top-quality support.
Give supervisors visibility and insights to onboard, coach, and manage agents.
Unify multichannel experiences on a single platform.
Digital Engagement
Create personalised experiences that are connected across channels — from your website, mobile app, SMS, WhatsApp, Facebook Messenger, and more.
Go from reactive to proactive service by engaging customers with targeted outbound messages such as reminders, alerts, and notifications.
Extend the power of Digital Engagement to any channel available with out-of-the-box integrations and APIs.
Scale every interaction with intelligence and automation.
Automation and Insights
Deflect cases and resolve issues faster with intelligent chatbots. Automate routine requests, guide customers, or route them to the right agent.
Unlock actionable productivity from your digital service calls by surfacing relevant coaching opportunities from a call recording.
Automatically route cases to the right agents. Give managers visibility of contact centre activity to manage their teams in real time.
Empower customers to find answers fast.
Self-Service
Easily embed knowledge articles into a branded self-service help centre, giving customers access to relevant data for commonly asked questions.
Deflect calls with branded, mobile-responsive portals that surface business processes to help customers find answers faster.
Connect customers through a peer-to-peer forum where they can share common knowledge, contribute best practices, and resolve questions together.
Complete your contact centre solution with products from across the Customer 360.
Service Cloud Voice
Reduce call volume and speed up call resolution by uniting cloud telephony and Salesforce CRM.
Self-Service
Deflect cases, cut costs, and improve efficiency by empowering your customers to find answers themselves first.
Digital Engagement
Deliver seamless, personalised conversational experiences across channels — at scale.
Feedback Management
Survey customers and unify the feedback with your CRM data to surface trends and actionable insights.
Einstein Conversation Insights
Unlock actionable insights from your digital service calls to increase agent productivity and decrease onboarding time.
Contact Centre Pricing
Start with Service Cloud as your foundation, then simply add the product listed below to get started with your Contact Centre solution.
Salesforce Contact Centre
One simple package to transform your contact centre.
$
150
User / Month
USD (billed annually)
- Service Cloud Voice
- Self-Service
- Digital Engagement
This page is provided for informational purposes only and is subject to change. Contact a sales representative for detailed pricing information.
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Contact Centre Software FAQ
Contact centre software empowers your company to manage customer service in the cloud. Engage with customers across digital or voice channels, route the right work to the right agent at the right time, and give supervisors omni-channel visibility.
Choose a contact centre software that enables you to support your customers on their channel of choice and gives your agents access the same set of customer data, tools, and workflows regardless of channels.
Call centre software refers to telephony tools that allow service organisations to connect with their customers over the phone. Contact centre software, meanwhile, will typically include omnichannel engagement options, as well as routing and tools for supervisors to monitor their contact centre and report on analytics.
CRM stands for customer relationship management ,and it allows your company to stay connected to customers across departments, run your business efficiently, and boost customer satisfaction. Contact centre software provides the real-time engagement channels and case management tools to manage your customer support needs. CRM and contact centre software would be integrated seamlessly.
If your business provides support to customers through real-time channels, such as chat, messaging, phone or social, you need contact centre software.