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What is a Cloud Contact Center?

Many companies continue to use their legacy telephony solution to integrate with Salesforce.  While connecting a locally installed PABX with the Salesforce cloud works, there are some downsides to this.  A Cloud Contact Center solution helps to get the right Computer Telephony Integration (CTI) and to let your sales and service teams work optimally!

AI to better understand your customers

Major companies like Amazon, Facebook and Microsoft announced already before to work together to turn Big Data into Artificial Intelligence (AI).  Now also Salesforce announces to add AI to their platform - via its Einstein integrated component.

Outsource while keeping the overview of customer support

Companies that outsource (part of) their support teams, often have difficulties to keep a complete overview. 

We have seen companies that outsource part of the voice communications. This led to distributed reporting, even more when multiple outsource partners are used.  With introduction of additional, mostly written, support channels, even more management is needed to get a consolidated view and reporting.

Top 5 reasons to move to a cloud contact center solution when using Salesforce

Companies that implement Salesforce, and want to implement an efficient omnichannel strategy, may have difficulties to reach the expected efficiency when using their legacy telephony platform.  Integrating a local PABX with Salesforce (in the cloud) may create some particular challenges. For instance, in a multilanguage environment, you want to start announcements immediately in the correct language, based on the customer's data in your Salesforce org.

Salesforce Winter 17 release - Service Cloud enhancements
As more companies implement Salesforce Service Cloud, also more companies want to implement an omnichannel support strategy, or they want to make Computer Telephony Integration (CTI) to ensure that their customer service agents may do their job effeciently. Also in Winter 17 release, Salesforce makes some significant updates in this area.
Functionalities between Communication platform & Salesforce in Omnichannel Support

When companies want to implement an omnichannel strategy in their service center, an important question is which functionality belongs in which application.