Solutions: Call Center Management

Customer Engagement 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. Easy to use. Awesomely powerful.

Service Cloud: Customer Engagement Center

Case Collaboration

Help agents work together to respond quickly. Salesforce Chatter brings employee social networks into 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.

Service Cloud: Case Collaboration

Service Cloud Console

Get a single customer view. 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.

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Service Cloud Console

Multichannel Service

Offer flexibility in your service. Whether it’s phone, email, or social channels, your customers want options, so make sure your agents have service capabilities across channels.

Multichannel Service

CTI

Access customer information instantly. Call center management is all about agent productivity. Keep agents productive by integrating with your telephony infrastructure. Salesforce CRM integrates with 80 of the most popular phone systems.

Service Cloud: CTI

Questions? Our reps have answers.

You don’t learn everything in life by reading a manual. Sometimes it helps to get a helping hand. If you have questions about products, implementation, integration, or anything else, give us a call. Our highly trained reps are standing by, ready with answers.

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Questions? Our reps have answers. 1-800-667-6389

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