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Cloud Contact Center concept

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.

Standardisation

Integration with Salesforce happens at different moments: 

  • For incoming calls, you want to use contact information from Salesforce to better route the call to the right support agent.  For non-voice Cloud contact center supportcommunications, like e-mail or webforms, you want to use the standard mail-to-case and web-to-case functionalities of Salesforce, while still using the out-of-the-box routing strenghts of your (cloud) communications platform.
  • A second integration happens when doing the pop-up of the Contact or Account record in the Salesforce browser session.  Standard AppExchange solutions for Cloud Contact Center solutions like Vocalcom, NewVoiceMedia and Interactive Intelligence ensure that such functionalities are pre-packaged and readily available.
  • And lastly, there's also a technical aspect to reporting.  Legacy communication platforms won't have call statistics directly uploaded in Salesforce.  Cloud Contact Center solutions, however, may provide such data directly in your Salesforce org.  This ensures that no separate system, and custom (data) integration with BI is needed to get the consolidated reporting that your business users require.

Security & configuration

Using a locally installed communication platform to connect with Salesforce may also require some additional security validation. 

When wanting to use customer information to better route incoming calls or e-mails, will require a webservice call from within your network, over the Internet to Salesforce.  While Cloud Contact Center solutions have the secure communication readily available, when using a local PABX you will have to establish and maintain this security yourself.

 

This is the last artical in a series of 3, describing financial, functional and technical reasons that may help in your evaluation to implement a Cloud Contact Center solution when using Salesforce.

 

Do you consider implementing telephony and/or omni-channel communications with Salesforce?  But you need guidance on defining the business case, solution architecture or project planning?  Then get in touch to see how we may assist you.