We offer several different call center versions that are designed to meet the needs of small call centers to large multi-site distributed contact centers.
Salesforce Edition: For businesses who have built their call center around Saleforce.com, this Edition provides complete call center functionality embedded within Salesforce Service Cloud and Salesforce Sales Cloud. The full user experience for agents, supervisors, administrators call center managers is built directly into Salesforce, providing all users with a familiar experience that is fully integrated with their standard business tools. Serves from SMB up to large enterprises.
Cloud Routing Edition: Targeted at multi-site, distributed contact centers operating multiple premises solutions and looking to preserve existing investments. Cloud Routing improves service levels and business performance by ensuring every call is routed to the best available resource across the contact center’s distributed environment, thereby reducing abandons and improving business results. The solution can overlay existing premises-based contact center platforms, and offers an optional graceful migration to cloud-based agents.
|ACD queuing and distribution||✔||✔||✔|
|Skills based routing||Single Skill||Multiple Skills||✔|
|Cloud Routing across third-party contact center platforms||✔||✔|
|IVR data dips||✔||✔|
|Drag and drop call flow builder||✔||✔|
|Omni-channel interactions (email, chat, social, fax, SMS)||Optional||Via Salesforce|
|Privacy shield for PCI compliance||✔||✔|
|Analysis driven routing||Optional||✔|