Integration with Salesforce brings jtel’s call and contact centre solutions close alignment with one of the most popular CRMs available today. It allows data to be exchanged to ensure accurate, consistent records, while also enabling actions to be taken based on information held in Salesforce. For example, routing decisions to determine the most suitable agent can be made using customer records, prior to selecting the most suitable person to handle a call.
Similarly, click to dial and other features can be enabled from Salesforce, allowing agents to manage customer conversations and handle tickets, quickly and easily. All information regarding both inbound and outbound calls can be transferred to the relevant process in Salesforce, for tracking and for statistical analysis, boosting quality assurance and helping to optimise workflows and enhance efficiency.