Integrations
Salesforce
Sync customer data, screen-pop and click-to-dial.
- Integration
- Salesforce CRM
- Processing
- Data-Driven Routing & CTI
- Use Case
- Customer Service, Sales & Processes
Key benefits
Higher Customer Satisfaction
Serve customers faster and provide relevant customer data immediately.
Enable targeted handling by automatically opening the appropriate record.
Higher Employee Satisfaction
Avoid time-consuming record searches through automated Salesforce queries.
Handle requests faster with direct access to relevant customer and case data.
Optimized Service Processes
Control routing based on customer data, business processes, and SLA requirements.
Automatically write call and process data back to Salesforce.
Features
- Salesforce integration in the graphical jtel Callflow Designer
- Integration via Salesforce Apex classes
- Business-case and SLA-based routing
- Caller ID matching and automatic record lookup
- Cascading Salesforce queries for complex data requirements
- Click-to-dial directly from Salesforce
- Dialer integration with customer-data validation
- Automatic caller ID adjustment for outbound contacts
- Automatic write-back of call data to Salesforce