OfficeConnect for SalesForce seamlessly integrates Branch Office for Genesys with Salesforce Lightning CRM. Providing Voice as well as Open-media channels, features such as Click-to-dial, Screen Pop, and detailed Customer Interaction Reporting, helps your agents to focus on providing superior customer experience.
The distinct and intuitive user interface is integrated directly into Salesforce Lightning, which means fewer clicks for agents, and a single, consolidated repository of customer information for more efficient management.
Using caller ID or any customer-entered information (through IVR), OfficeConnect for SalesForce pops customer data on your contact center agents’ screens before customer interactions are picked up. Screen pop saves time by automatically providing 360° caller information and context, allowing agents to provide a personalized customer experience.
For fast and easy calling, OfficeConnect for SalesForce enables your agents to click on any phone field in your CRM to dial out with a handset or soft-phone. Phone numbers are accepted in multiple formats and are reformatted before dialing.
Enhanced Management Reporting
OfficeConnect for SalesForce allows you to tie and store accurate and consistent Salesforce and Genesys data. It enables enhanced management reporting on call data and performance metrics in your CRM dashboard, which you can use to make smart decisions about the administration of your contact center.