A financial services firm looking to integrate its contact center workflow with the Salesforce customer relationship management (CRM) platform, in order to improve the quality and efficiency of its customer service delivery, decided to move to inContact’s cloud center platform.
This gave the firm access to the inContact Agent Console for Salesforce, which offered native integration with existing CRM tools, meaning that agents could manage calls and also access caller information without exiting the CRM screen.
As a result agents will be able to save precious time, enabling them to focus on streamlining workflows and resolving customer enquiries. Call center managers can monitor real-time queue data even while on the move, and assign and reassign tasks from where they are.
It’s rather frustrating for agents if they cannot access a customer’s CRM record immediately and automatically. Without such an integrated solution, the simplest call center task can be onerous. By ensuring that everything is on a single, unified screen, the inContact Agent Console for Salesforce, allows agents to be on top of their work always.
"When contact center software is fully integrated with a company's CRM platform, agents can access the customer information they need, when they need it, ensuring a great service experience while improving agent effectiveness and efficiency," said Paul Jarman, CEO at inContact.
Given the numerous customer communication channels that have surfaced and the huge volumes of customer data that companies have to maintain, agents have traditionally had to juggle across multiple screens with multiple applications while attending customer enquiries.
The Salesforce CRM platform works in conjunction with inContact s distribution platform, and the intelligent integration puts an end to all agent hassles of switching from one window to the next. This saves an immense amount of time and eliminates the manual effort of transporting data from one app to another.
The services firm that supports brokers, advisors, and money managers has always been keen on serving clients at a superior level by delivering service across every channel and over any device. inContact’s Agent console for Salesforce empowers customers and also allows employees to deliver excellent service at every point of interaction.
Edited by Alisen Downey