+1 512-347-9300

Salesforce Integration

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.

Request a demo
API for Contact Centers

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.

Agent on a call
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.

  • 2020 Gartner Magic Quadrant for Contact Center-as-a-Service
  • 2020 Gartner Magic Quadrant for Meeting Solutions
  • 2020 Aragon Research Globe for Web and Video Conferencing
reduce contact center turn over rates with cxengage by serenova
See how we stack up

“An extraordinary video solution for coworkers and teammates.”

See how we stack up

“Video conferencing software/hardware at its best.”

See how we stack up
Gartner Peer Insights

“Very happy with the implementation in our contact center.”

Join leading organizations around the world serving customers with Lifesize contact center solutions.

Work better with the latest trends and tips.

Skip to content