Tying Call & CRM Data
When customers call, your mobile agents need to retrieve the right information quickly. If agents have to search or navigate between separate applications customer interactions will take longer, the cost per call interaction increases and customer satisfaction plummets.
OfficeConnect for SalesForce provides seamless telephony integration between your Salesforce and Genesys contact centre platform. The Office-server acts as an intermediary between Genesys, Salesforce, and our advanced soft-phone solutions, providing your agents a true 360 degree view of the customer - linking call and caller data.
Armed with this information, agents can personalize their interaction with the customer, respond more precisely to customer inquiries and can resolve customer issues on a single call. With responsive and knowledgeable service representatives, your organization will stand out from the crowd and build long-lasting relationships with customers.