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Why is it important to start Computer Telephony Integration correctly from the start?

Companies implementing Salesforce Service Cloud often ask what is the best solution to have Computer Telephony Integration (CTI) done efficiently. They want to harmonise different channels in their support organisation, but what solution is best and what happens where when you want to streamline incoming calls, e-mails, web requests, chats... in one support team?

What Cloud Contact Center solution are available?

As with everything, there are different Cloud Contact Center solutions which integrate with Salesforce.  As a company it is not really easy to see the differences.  Thorough analysis is needed to understand which solution best fits your company.

While you need to align your requirements with the available functionalities, here's already a list of Cloud Contact Center solutions available on the market:

Data Quality is the cornerstone of your CRM strategy

How do you get more out of your Customer Relationship Management (CRM) solution?  Does it always require additional functionalities?  Well...enhancing the Data Quality in your CRM may already bring you nice benefits!

Why is data quality important?

Ensuring good data quality in your CRM solution brings benefits like:

Metrics In An Omnichannel Support Environment

Today's support landscape consists of multiple touch points: Your website, Facebook, Twitter, Chat, Incoming and Outgoing calls, e-mails...and more.  Within a support environment, millenials will want to check Frequently Asked Questions (FAQ) before wanting to Chat with an agent.  While older people still call your support team, without first checking for answers themselves. As channels and way-of-working change, also metrics and reporting changes in your company.

Standard customer service reporting looks at numbers like:

How to decide if a cloud contact center is right for you - part 3

In part 1 we disussed on financial considerations, in part 2 we looked into functional reasons when considering telephony and omni-channel integrations (CTI) with Salesforce.  In this final post, we discuss some technical items that may influence your decision to go (or not) for a Cloud Contact Center solution.

How to decide if a cloud contact center is right for you - part 2

In our previous post, we already discussed some financial reasons to go for a Cloud Contact Center solution or not.  In this post we look deeper to possible functional reasons.