We've got a pre-built Salesforce integration for your contact center.
The customer data in your CRM is a valuable repository of information that can help your contact center deliver a better experience while dramatically improving agents’ productivity. CxEngage by Serenova, our cloud contact center solution, has a pre-built integration with Salesforce, effectively combining the benefits of both systems into one powerful solution.
Siloed solutions negatively impact agents’ productivity.
If your CRM and contact center solutions aren’t integrated, agents are forced to switch between multiple screens and applications to find customer data. This negatively impacts key metrics like Call Handle Time and can increase customers’ frustration as they wait on agents.
Salesforce Integration Benefits
How does it work?
Our pre-built integration to Salesforce Classic and Salesforce Lightning eliminates screen switching. The customer’s most important information from Salesforce is “popped” onto the agent’s CxEngage screen, so agents have all the data they need in one window.
Agents can then easily drill down for additional details like the customer’s interaction history across all channels. No more tedious switching between applications, just improved efficiency and customer experience.
Boost Agent Productivity
Agents have one, unified screen that gives them the customer’s details, and they can easily drill down for additional information. No more inefficient switching between multiple screens or applications to look up customer information.
Tailor the Customer Experience
Agents can easily customize interactions because they have immediate access to key customer information from Salesforce like previous interaction history. Also eliminate asking customers to repeat basic information like their address and phone number.
Implement a True Omnichannel Strategy
Agents can respond to customers in any channel or pivot seamlessly between channels without switching applications. Support phone, email, chat, SMS and Facebook messaging.
Route Interactions Intelligently
Use Salesforce data to make intelligent routing decisions to improve the customer experience. For example, an incoming call’s phone number can be automatically looked up in Salesforce to determine if the caller is a VIP customer. The call can then be routed to the appropriate agent who has the necessary information and/or skills to personalize the interaction.
Improve Call Handling Metrics
Decrease handle time and make agents more efficient by putting key customer data at their fingertips.
Repeatedly recognized by analysts
A top choice for customer success.
Better communication is mission-critical. Our passion for developing innovative and intuitive cloud technologies has made us a top choice for customer success by leading contact center and meeting solutions industry analysts.
Join leading organizations around the world serving customers with Lifesize contact center solutions.
Make the future of work effortless.
We bring over a decade of know-how to deliver trusted cloud contact center and video meeting solutions that help your business run smoothly today — and tomorrow.
Modernize Your Contact Center
Deliver consistent agent experience and customer engagement that will differentiate your brand.
“The contact center platform has far exceeded expectations. We can be dynamic and flexible…it’s put us in a much better position, both when it comes to understanding patient needs and addressing them.”
Lucy Balmer, Head of Contact Centers & Shared Services, Nuffield HealthLearn how Nuffield Health communicates better