1Stream, a South African provider of hosted call center technology, has added Salesforce integration into its hosted contact center offering.
1Stream’s hosted contact center solution, which is offered on a pay-as-you-go basis, enables customers to change the number of seats from month to month. In an effort to provide best customer experience via seamless communication, 1Stream integrated Salesforce.com into its hosted contact center. Consequently, businesses can now take advantage of the ability to manage customer interactions directly within Salesforce.
The reasons so many people are turning to Salesforce.com (News - Alert) - a provider of customer relationship management (CRM) software solutions and enterprise cloud computing – is that Cloud-based CRM is quick and easy to implement, said Jed Hewson, director for 1Stream, in a press release.
Hewson was also quoted saying that cloud-based CRM is not only flexible but also lowers the total cost of ownership compared to buying a solution outright. Hewson added, “…If it turns out not to be what you need, you can switch it off at the end of month and change to something else. You can’t do that so easily if you’ve made a huge upfront capital investment in a system.”
With the integration of Salesforce, 1Stream was able to embed call control, thereby enabling agents to make, take and manage calls with features for click to dial, dial from workgroup, call pickup, disconnect, hold, transfer, and conference.
In addition, the integration of Salesforce also enables agents to manage their presence status; service multiple interactions simultaneously; have customer records automatically populate upon contact initiation; and assign wrap-up and account codes — all from within the Salesforce environment.
Some of the key features obtained by integrating Salesforce into the company’s hosted contact centre offering include embedded softphone with call controls; click-to-dial; dial from workgroup; presence management; intelligent routing; vonfigurable screen pop for all media types; wrap-up and account codes; enhanced integrated reporting; productized solution built on Microsoft’s .NET (News - Alert) framework; automatic synchronization of Interaction data and Salesforce activities; and more.
Hewson added, “Salesforce.com is also easy to integrate with other applications...You simply go to their app centre, download a pre-packaged integration system and away you go. For us to integrate Salesforce.com with our own hosted platform from Interactive Intelligence (News - Alert) was the work of a few hours. Our customers can now turn it on anytime they want.”
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Jayashree Adkoli is a contributing editor for TMCnet. To read more of Jayashree's articles, please visit her columnist page.
Edited by Juliana Kenny