Consolidated, complete agent desktop for fast, personalized service
CXone Agent for Salesforce adds a global carrier-grade voice channel and intelligent routing engine to Salesforce digital customer interaction channels—including omnichannel elevation/combination across channels. Adding CXone intelligent routing of digital channels improves the customer experience through skills-based routing—that combines agent proficiency with customer attributes from Salesforce—to find the best customer service resource for each interaction, enabling faster resolution of customer requests, fewer transfers, and options to provide higher levels of service to premium customers. In addition, CXone Agent for Salesforce extends the Salesforce Console with embedded workforce engagement (WEM) capabilities for agent scheduling, coaching and quality management. Deploy your integration in hours and scale it as your business needs evolve.
- Synchronise interaction data and history
- Give agents insight into the customer's journey
- Tie back to voice call recordings
- Save and add comments to customer records
- Provide agents a unified agent desktop
- Manage all voice and digital interactions natively in the Salesforce interface
- Connect Salesforce digital channels to the best-suited agent using CXone skills-based routing for faster resolution
- Empower agents to manage their schedules, coaching sessions and performance within Salesforce console
- Ensure customers are routed to the most qualified agent
- Elevate Salesforce digital channels to voice, other digital channels in one click
- Integrate self-service, automated workflows with your CRM
- Leverage customer data to optimise voice and digital interaction routing
- Improve the scope, quality and accuracy of customer data through automatic synchronisation
- Enable agents with holistic customer data so they can determine the next best action
- Make more informed decisions across every aspect of your business
- Quickly deploy and flexibly scale agents and functionality as needed
- Native-Lightning interface accelerates agent training and ramp-up time
- Eliminate costs of custom integrations
"Screen pops display an incoming caller’s information from Salesforce so agents already know who they’re talking to....This saves 2-3 minutes per call."
Vice President of Enterprise Business Technology
your customer experience goals?