Contact Center Genie

Deliver proactive, personalized service across all channels — phone, self-service, messaging, and chatbots — at scale.
 

Digitize the contact center.

 
 
FEATURE

Omni-Channel Routing

Automatically route cases, from any channel, to the right agent based on skill set, availability, or capacity. Give managers a bird's-eye view of contact center activity and manage their teams' workload in real time.
ADD-ON

Service Cloud Voice

Reduce call volume and speed up call resolution by uniting cloud telephony and Salesforce CRM. Agents have a 360 customer view and supervisors get AI insights across all the channels.
 
ADD-ON

Self-Service

Scale support by empowering customers to find answers on their own using a personalized portal or self-service community. Reduce costs by deflecting cases and giving agents time to focus on complex issues.
ADD-ON

Chatbots

Deflect cases and resolve issues faster with intelligent chatbots. Automate routine requests, guide customers through next steps, or route them to the right agent.
 
ADD-ON

Messaging

Decrease costs and connect with customers anytime in real time on their preferred digital channels. Deliver rich, asynchronous conversations across web, mobile app, SMS, WhatsApp, Facebook Messenger, and more.
Add-on

Feedback Management

Survey customers and unify the feedback with your CRM data to surface trends and actionable insights. Create follow-up actions, like reopening a case, based on individual feedback to improve customer satisfaction.
 
 
 

With the integrated Salesforce Service Cloud and Amazon Connect solution, we can handle millions of calls annually, delivering the personalized and frictionless service our customers expect.

Tracy Kelly

AVP, Shared Services Contact Center, John Hancock
 
Learn from over 8,000 customer service professionals worldwide in our annual “State of Service” report.
 
 
 
 

Get started with Contact Center Genie today.

Start a free trial of the world’s #1 service solution. No credit card required. No software to install.
 
 

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