interaction web client edition salesforce integration · 2015-01-29 · salesforce integration...

2
Use the open and extensible capabilities of both systems for streamlined communications. One unified desktop Manage, track, and queue multichannel interactions (calls, Salesforce Email- to-Case queue objects, web chats, callbacks and generic objects) across systems with a single agent desktop application. By embedding call control, users can make, take, and manage calls – with features for click to dial, call pickup, disconnect, hold, transfer, and conference. Enhance call routing through business rules and customer data in Salesforce.com to ensure the customer reaches the right agent at the right time. Browser independent client Localize all communication between CIC and Salesforce.com to the browser session. CIC’s advanced soft phone capabilities and universal multichannel queuing engine run in a completely web-based browser and platform independent solution. Rules driven screen pop Use gathered data such as Caller ID, dialed number (DNIS), case number, and email address to customize and drive a screen pop of the associated Salesforce object (contact, lead, case) for both inbound and outbound interactions. Automatic activity creation Create a Salesforce activity for any interaction handled by the agent. This includes information such as connection time, duration, agent name, agent comments – and for the interest of contact centers – workgroup queue and wrap up code. The activity is automatically associated to Salesforce objects like contact or case for unified reporting purposes. Key benefits Enhanced customer experience • Consistent experience across media channels • Screen pop to speed agent responsiveness • No delays from accessing multiple systems • Access to prior customer interaction history • No need to repeat information Greater sales and service efficiency • Assign wrap-up codes • Advanced dial options – assign account code and workgroup • Directory search with click-to-call • Workgroup activation • Supervisor assistance button • Service multiple types of interactions simultaneously Ease and flexibility of deployment • No local install required • Browser independent client- runs in Chrome, Firefox, or Internet Explorer on Mac, Citrix, Linux or Windows machines • Users can be anywhere • Built, maintained, and supported by Interactive Intelligence, no middle-ware vendors • Certified by Salesforce and published on AppExchange Interaction Web Client Edition Salesforce Integration Announcing new integration architecture for CTI. Put the power of the Customer Interaction Center™ (CIC) Salesforce.com Open CTI Connector directly into the Salesforce.com interface – and provide a tightly integrated solution for contact center and enterprise automation. Sales cloud-connected phone call Presence management Enable an unlimited number of status settings for a more accurate assessment of agent activity and more efficient staffing with custom-configurable, real-time presence management. Unified detail reporting Eliminate the need for agents to re-enter information via integrated interaction detail reporting within Salesforce activities for all multichannel communications. The benefit is greater insight into agent performance, increased productivity, and improved consistency and accuracy of data.

Upload: others

Post on 11-Jul-2020

4 views

Category:

Documents


0 download

TRANSCRIPT

Page 1: Interaction Web Client Edition Salesforce Integration · 2015-01-29 · Salesforce Integration Announcing new integration architecture for CTI. Put the power of the Customer Interaction

Use the open and extensible capabilities of both systems for streamlined communications.

One unified desktop Manage, track, and queue multichannel interactions (calls, Salesforce Email-to-Case queue objects, web chats, callbacks and generic objects) across systems with a single agent desktop application. By embedding call control, users can make, take, and manage calls – with features for click to dial, call pickup, disconnect, hold, transfer, and conference. Enhance call routing through business rules and customer data in Salesforce.com to ensure the customer reaches the right agent at the right time.

Browser independent client Localize all communication between CIC and Salesforce.com to the browser session. CIC’s advanced soft phone capabilities and universal multichannel queuing engine run in a completely web-based browser and platform independent solution.

Rules driven screen popUse gathered data such as Caller ID, dialed number (DNIS), case number, and email address to customize and drive a screen pop of the associated Salesforce object (contact, lead, case) for both inbound and outbound interactions.

Automatic activity creation Create a Salesforce activity for any interaction handled by the agent. This includes information such as connection time, duration, agent name, agent comments – and for the interest of contact centers – workgroup queue and wrap up code. The activity is automatically associated to Salesforce objects like contact or case for unified reporting purposes.

Key benefits

Enhanced customer experience• Consistent experience across media channels• Screen pop to speed agent responsiveness• No delays from accessing multiple systems• Access to prior customer interaction history• No need to repeat information

Greater sales and service efficiency• Assign wrap-up codes • Advanced dial options – assign account code and workgroup• Directory search with click-to-call• Workgroup activation• Supervisor assistance button• Service multiple types of interactions simultaneously

Ease and flexibility of deployment• No local install required• Browser independent client- runs in Chrome, Firefox, or Internet

Explorer on Mac, Citrix, Linux or Windows machines• Users can be anywhere• Built, maintained, and supported by Interactive Intelligence,

no middle-ware vendors• Certified by Salesforce and published on AppExchange

Interaction Web Client Edition Salesforce Integration

Announcing new integration architecture for CTI.

Put the power of the Customer Interaction Center™ (CIC) Salesforce.com Open CTI Connector directly into the Salesforce.com interface – and providea tightly integrated solution for contact center and enterprise automation.

Sales cloud-connected phone call Presence managementEnable an unlimited number of status settings for a more accurate assessment of agent activity and more efficient staffing with custom-configurable, real-time presence management.

Unified detail reportingEliminate the need for agents to re-enter information via integrated interaction detail reporting within Salesforce activities for all multichannel communications. The benefit is greater insight into agent performance, increased productivity, and improved consistency and accuracy of data.

Page 2: Interaction Web Client Edition Salesforce Integration · 2015-01-29 · Salesforce Integration Announcing new integration architecture for CTI. Put the power of the Customer Interaction

World Headquarters7601 Interactive WayIndianapolis, IN 46278 USA+1 317 872 3000 voice and fax

EMEAThames Central, Hatfield RoadSlough, Berkshire, SL1 1QEUnited Kingdom+44 (0)1753 418800 voice and fax

Asia PacificSuite 6.1 Level 6 Menara IMC8 Jalan Sultan Ismail50250 Kuala LumpurMalaysia+603 2776 3333 voice+603 2776 3343 fax

Interactive Intelligence is a global provider of contact center, unified communications, and business process automation software and services designed to improve the customer experience. The company’s unified IP communications solutions, which can be deployed via the cloud or on-premises, are in use by more than 6,000 organizations worldwide.

At Interactive Intelligence, it’s what we do.

© 2014 Interactive Intelligence Group, Inc. All rights reserved.www.inin.com0414 4070-SFO-ENG

• Customer Interaction Center (CIC) 4.0 SU3• Interaction Client Web Edition• Supported web browser (Apple Safari 4.0

or later, Google Chrome 12.0 or later, Microsoft Internet Explorer 8 or later, Mozilla Firefox 3.5 or later)

Client login support

• Support remote agents/users as well as those in-house.

• Workstation• Remote workstation• Remote number• SIP softphone

Interactive Intelligence software prerequisites

Service cloud view of CIC chat

Service cloud view of transfer dialog

Wrap-up code