Creating Tomorrow’s Contact Center. Today.
inContact Agent for Salesforce
Gain Full-Featured Agent Functionality Integrated with Salesforce
Brief Overview
When most CRM work happens in conjunction with other systems, the
pain of managing all these systems plus a contact center system can be
challenging. A good CRM and contact distribution platform won’t relieve
that pain unless they work together. Without intelligent integration, agents
must re-key data such as phone numbers, account numbers, and case file
ID’s, and switch back and forth between windows. Precious time is wasted
manually transporting data from one application to the other and clearing
space on the computer monitor.
The inContact Agent for
Salesforce enables
intelligent contact routing so
the contact and customer
information are delivered on
a single, unified screen on
the agent’s desktop –
Salesforce.
Agents can quickly become frustrated by not having a calling customer’s CRM record
automatically open or the ability to click a number to dial. Without an integrated solution,
the simplest call center tasks can seem nearly impossible.
The inContact Agent for Salesforce solves these problems by displaying frequently used
contact controls in an unobtrusive fashion. The simple, elegant interface enhances
agent performance by providing all operational controls and key information when the
agent needs it, and automatically hiding it when the agent doesn’t. With the improved
agent experience, natively-built Salesforce integration, customer service and the customer
experience are enhanced. The inContact Agent for Salesforce provides:
• Easy to use, intuitive interface
• Relevant Salesforce screen pops based on caller ID or caller input from the IVR
Key Features
• Integrated interface
• ANI screen pops
• Click-to-Dial (CTD)
• DNIS scripts and custom
screen pops
• Handles inbound and
outbound voice, email,
voicemail, inContact chat
interactions and routing for
Salesforce cases
• Automated contact record creation in Salesforce including the ability to write to
any field in Salesforce
• Automated call record
creation in Salesforce
• Integration with Personal Connection for advanced outbound dialing functionality,
as well as click to dial to speed up direct outbound calls for phone numbers saved
in Salesforce.com
• Multi-tab/multi-browser
support
• Multichannel contact handling for email, voicemail, inContact chat and
Salesforce cases streamlines contact handling in a consolidated interface
inContact.com | [email protected]
• Supports custom triggers
and proactive prompts
© 2015 inContact, Inc.
Creating Tomorrow’s Contact Center. Today.
Multiple Placement Options
The inContact Agent for Salesforce can render differently depending on preference
Voicemail Handling
Floating Agent handling multiple contacts
Benefits
• Access to the inContact IVR and integration with Salesforce mean a smarter, richer screen pop for better and faster service.
The calls show up in the Salesforce interface and let agents manage their calls without ever leaving the CRM screen.
• The inContact Agent for Salesforce will decrease handle time & efficiency by integrating the agent’s interface into
Salesforce. There are fewer screens to navigate, so agents can navigate faster.
• Integrated screen pops and data pipes eliminate multiple customer transfers. Instead agents can immediately meet the
customer’s needs and facilitate a better overall experience. Eliminate numeric input errors in critical contact fields such
as phone, address and account numbers.
• Faster and more affordable turn up through packaged integration.
• Integration with Personal Connection and click-to-dial will optimize and speed up handling outbound contacts and improve accuracy.
• Automatically creates a Salesforce record of every contact where agents can add disposition codes, notes, or other details.
• Multichannel handling fully integrated into the Salesforce interface reduces agent training needs, and simplifies maintenance
and support of the solution.
inContact.com | [email protected]
© 2015 inContact, Inc.