Integration with Salesforce brings jtel’s contact center solutions in close alignment with one of the most popular CRMs available today.
Salesforce integration features
Perfect customer service with jtel’s process integration in Salesforce©
Salesforce Integration
Integration with Salesforce brings jtel’s contact center solutions in close alignment with one of the most popular CRMs available today. It enables the exchange of data to ensure accurate, consistent records while allowing actions to be taken based on the information stored in Salesforce. For example, routing decisions can be made to determine the most appropriate agent based on customer records.
Increase the efficiency of your system
Click-to-dial and other functions can also be activated from Salesforce so that agents can manage customer calls and process tickets quickly and easily. All inbound and outbound call information can be transferred to the appropriate process in Salesforce for tracking and statistical analysis, improving quality assurance. Call flows can be iteratively optimised to increase the efficiency of the system.
jtel Multichannel Contact Center Software
Advantages of Salesforce integration
Higher Customer Satisfaction
- Customers can be served faster
- Customer history is available to the agent
- Exact data record retrieval, resulting in customer-friendly processing
Higher Employee Satisfaction
- There is no need for time-consuming data record searches
- More competent appearance by presenting relevant customer data
- Faster processing through integration
- Less forwarding to colleagues/groups through better routing
Optimisation of Service Processes
- Control of routing according to business process
- Presentation of the exact data set, e.g. offer, ticket or list for selection
- Acceleration of Processes
- Use of existing data in customer dialogue
- Reduction of the error rate
- Consistent maintenance of data records
- Automation of recurring process steps
Cost Savings
- Faster routing
- Increasing the degree of automation
- Acceleration of processes
- Use existing historical Salesforce data for resource planning
jtel Multichannel Contact Center Software
Features Salesforce integration
Business Case Routing
Connection via jtel plugin in the graphical callflow designer
Use of Salesforce Apex classes
Routing according to parameters in Salesforce. SLA routing
Caller ID matching and automatic search in Salesforce
Cascading Salesforce queries to provide necessary information in detail
Outgoing CTI: Click-to-Dial from the relevant Salesforce application
Outgoing CTI and dialer, checking whether the customer data record is up to date
Outgoing CTI and dialer, automatic caller ID adjustment
Automatically write call data back to Salesforce
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