When wanting to integrate incoming and/or outgoing communications with Salesforce, there are different considerations to make. Going for a Cloud Contact Center solution, or not, may have different reasons. Here are some financial considerations that may influence your decision.
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.
As customer you probably have experienced already frustrating times waiting in queue until an agent answers your call, going through multiple IVR (Interactive Voice Response) levels, and hearing multiple messages announcing that you’re 4th…3rd…2nd…in line…if not only it said that ‘all agents are busy’…