Advanced Features

Elevate your contact center with smart telephony and Omni-Channel features

Screen Pop

Automatically pops a customer’s account information upon receiving a phone call (or chat, text, email, etc.). This gives the agent the opportunity to know the caller before answering and also saves time by providing the agent with call context (name of caller, last purchase, status, etc.).  This eliminates the need for manual lookup of customer records and helps to provide your customer with a memorable customer service experience.

Click-to-Dial

This turns phone fields within Salesforce CRM into clickable links for agents to place outbound calls, eliminating the need for an agent to enter in a phone number manually. This not only saves the agents time, but ensures they are dialing the correct number.

Contextual Call Controls

Telephony controls (hold, warm transfer, blind transfer, conference, etc.) are presented based on the status of the call and/ or the requirements of your contact center. This gives agents the needed controls right within the toolbar, eliminating the need to switch to other tools.

Agent Analytics

With automatic call and Omni-Channel logging with time stamps, agents can make knowledgeable decisions based on comprehensive and accurate data and access telephony and/ or Omni-Channel reporting directly within Salesforce CRM.

Customer Screen Transfer

Whenever a call is transferred to a different agent, the same account is populated to the next agent. This gives the agent receiving the call all the information, so the customer doesn’t have to repeat information.

Automatic Call & Activity Logging

Call activities are pre-populated or generated automatically to ensure fewer errors and omissions, so administrators have better tracking of agents activities and customer history. This ensures the data that is reported on is accurate, so managers can make data driven decisions that impact the contact center.

Omni-Channel

Turns business objects into work items that can be assigned to agent queues in CRM for a truly blended user experience.  We enable Salesforce Omni-Channel work items like chat, SOS video calls, leads, case, social media posts, custom objects, 3rd party work items and telephony.  Available in both classic & lightning.