Using OfficeConnect for SalesForce with the Mobile Office soft-phone solution, enables your mobile staff to intuitively handle customer interactions from anywhere at any time, instantly providing vital and accurate caller data, without extra navigation or data entry.
Mobile agents can immediately access the latest information on recent caller interactions and their resolution, create and update Salesforce service requests, and automatically link Genesys interaction data. OfficeConnect for SalesForce consistently ties Salesforce CRM data with your Genesys interaction data, along with associated records and call duration, providing rich and accurate service and customer reporting.
Through OfficeConnect for SalesForce agents can focus on the customer instead of the technology. The solution uses a unique server-side integration compatible with both Salesforce Classic and Lightning, eliminating cumbersome and expensive software distributions and client-side installations.
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.
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