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Cost and resource optimization in Customer Services with Amazon Connect

With focus on Market leading solutions for CRM and Cloud implementations, we focus on implementing and supporting Salesforce and Amazon Connect.  Being a customer focused company, we want to help you supporting your customer in the most efficient way.

For us, efficiency comes in 3 topics:

Skills-based routing in Salesforce

Salesforce has introduced Skills-based routing.  Before, it was only possible to use Queue-based routing, so this is a new interesting enhancement in Salesforce Service Cloud. How does this relate to Queue-based routing or routing via a communication platform?

Where to start with Salesforce CTI implementations?

Over the past months I have had different companies asking how to integrate incoming calls with Salesforce. Not necessarily looking into an omnichannel approach, but basically getting customers connected with the right agent and ensuring that the agent has the correct information displayed.

Data Privacy in a Cloud Contact Center environment

Data Privacy and GDPR rules in Europe are hot topics these days. Going for cloud solutions and implementing, for instance, a cloud contact center, puts probably even more focus on getting compliancy with data privacy rules.

Many companies publish how they handle GDPR questions, and so does Salesforce on this page

Salesforce Computer Telephony Integration using Amazon Connect Reviewed

There are different Cloud Contact Center solutions available that integrate with Salesforce.  Next to these solutions, Salesforce announced the first version with Amazon Connect in March 2017.

Does a Cloud Contact Center solution fits your budget?

An important question to answer when comparing on-premise communication platforms with cloud contact center solutions, may be budget!  And what does it bring to your Salesforce project?