A customer's profile and interaction with an agent providing support

Contact Centre

Connect every channel and maximize ROI with contact center software built directly into your CRM. With your Data + AI natively integrated with the Einstein 1 Platform, transform your contact center into an intelligent, omni-channel engagement center for effective, cost-efficient service.

What can you do with your new contact centre software?

A modern engagement center your customers will love.

Resolve calls faster and smarter.

Service Cloud Voice

Help customers more effectively when your phone channel runs natively inside of Service Cloud. Connect your customers to the right agent at the right time and give your agents all the context they need to assist customers faster. Choose from deeply integrated phone support available out of the box powered by Amazon Connect or via partners on the AppExchange.

A dashboard showcasing voice call controls, analytics, and summary, as well as contact details and service recommendations

Equip agents with instant access to a complete view of the customer and better tools and insights. Reduce average handle times and deliver a seamless customer experience with the help of real-time transcription and AI-powered recommendations from Einstein. Give agents and supervisors full visibility into the customer data from your voice and CRM channels in real time.

A contact center dashboard showing a customer's case details and recommended next best actions.

Give supervisors visibility and insights to onboard, coach, and manage agents. Supervisors can monitor key contact center metrics in realtime and step in to assist on conversations when agents need support. Improve onboarding, agent productivity, and agent engagement by enhancing supervisor visibility and coaching tools.

A supervisor's dashboard of their agents and their statuses, as well as a customer chat window
A dashboard showcasing voice call controls, analytics, and summary, as well as contact details and service recommendations
A contact center dashboard showing a customer's case details and recommended next best actions.
A supervisor's dashboard of their agents and their statuses, as well as a customer chat window

Unify omni-channel experiences on a single platform.

Digital Engagement

Don't put your customers on hold. Meet them on their preferred channels from your website; mobile app, SMS, WhatsApp, Facebook Messenger, Apple Messages for Business, and more.

A chat window with an agent providing a customer with a recommended article for their concern

Go from reactive to proactive service with automated, relevant outbound messages from order status updates to appointment confirmations and reminders. Deflect inbound volume and improve customer experience by getting ahead of service issues — from shipping delays to service outages — with timely notifications.

A delivery notification for a customer alerting them on the status of their order's upcoming arrival

Expand your reach by extending the power of Digital Customer Engagement to almost any third-party channel with out-of-the-box integrations and APIs.

An example of a customer's case number and request for support
A chat window with an agent providing a customer with a recommended article for their concern
A delivery notification for a customer alerting them on the status of their order's upcoming arrival
An example of a customer's case number and request for support

Scale every interaction with intelligence and automation.

Automation and Insights

Deflect cases and resolve issues faster with intelligent chatbots. Get started quickly with an intuitive point-and-click interface that lets you build and launch bots in minutes. Automate routine requests, guide customers through next steps, or route them to the right agent.

A chatbot assists a customer in finding new shoes and suggest products available for purchase

Unlock productivity from your digital service calls by identifying coaching opportunities from a call recording. Surface key moments such as product mentions, compliance mentions, or your own custom mentions by any topic you define. With Einstein Conversation Insights, you can help agents work more productively by surfacing relevant action items on the call transcript.

A window showing follow up items found in customer conversations from multiple channels

Automatically route cases from any channel to the right agent based on skill set, availability, or capacity. Configure routing rules inside Flow for all channels, including messaging, chat, email, voice, and partner channels. Give managers a bird’s eye view of contact center activity to manage their team's workload in real time.

A dashboard depicting an Omni-Channel widget with various communication channels like messaging, chat, social, and email.
A chatbot assists a customer in finding new shoes and suggest products available for purchase
A window showing follow up items found in customer conversations from multiple channels
A dashboard depicting an Omni-Channel widget with various communication channels like messaging, chat, social, and email.

Empower customers to find answers fast.

Self-Service

Get started on your self-service experience by building and launching a branded help center using clicks, not code. Help customers find answers faster by developing a strong knowledge base and embedding articles directly into the help center for the most commonly asked questions. Reduce the load of incoming cases on your customer support team by giving customers the information they need to find answers themselves before connecting with an agent.

A dashboard dispays a help centre portal with helpful knowledge articles

Supercharge case deflection and improve service metrics with an authenticated portal. Once logged into the portal, you can unlock the power of personalization and further optimize the self-service experience for each customer. Surface the most relevant content and business processes, use flows to suggest next best actions, and take each customer on a journey that is applicable to their needs.

A dashboard displays an Authenticated Portal

Turn customers into trusted advisors by connecting them through a peer-to-peer forum — creating a vibrant community that keeps them coming back. Add Q&A, groups, and customer MVPs to keep community members engaged. Plus, offer a personalized feed to make it easy to collaborate, share common knowledge, and resolve questions together.

A dashboard displays a branded community portal with top questions and answers, as well as the option to ask a question
A dashboard dispays a help centre portal with helpful knowledge articles
A dashboard displays an Authenticated Portal
A dashboard displays a branded community portal with top questions and answers, as well as the option to ask a question

Get the most out of your contact centre with thousands of partners apps and experts.

Aircall logo
Amazon connect Logo
Genesys logo
Five9 logo
Neuraflash logo
Talkdesk logo
Shonnah Hughes - Chief Digital Officer

Join the #ServiceStars movement.

Together, we're building the largest and most successful community of service professionals.

Learn new skills with free, guided learning on Trailhead.

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.