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