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Empower agents with a 360-degree view of the customer, including insights into previous interactions, regardless of channel.
Fewer clicks, higher efficiency
Agents can handle voice and digital contacts, plus manage their schedules and performance—all without leaving Salesforce.
Smarter connections, better CSAT
Use intelligent routing and Salesforce data to connect customers to the right resource, on the right channel, right away.
Flexibility and agility
Eliminate delays, costs and risk with this pre-built integration that deploys in hours and scales as your business needs evolve.
Consolidated Agent Desktop
Shave seconds off each interaction and power more personalized CX by giving agents easy access to the tools and information they need—right in the Salesforce interface.
Integrated Workforce Management
Agents can manage schedules and performance—everything from shift bids and vacation requests to quality evaluations and coaching sessions—without leaving Salesforce.
Skills-based routing
Intelligently route every call or digital contact to the best available agent, based on agent skills and proficiency, and customer profile data.
Omnichannel support
Connect with customers on their channel of choice, including voice, email, social media, SMS, text, and Salesforce work items, chats and cases.
Channel elevation
Move seamlessly from one channel to another within the same interaction, with full context for an uninterrupted customer experience.
Data synchronization
Save agent after-call work by automatically synchronizing customer data and history for each interaction, regardless of channel.
