Building an omnichannel customer experience that your buyers actually want involves deeper understanding of your customer journey touchpoints, and connecting them in a seamless way that makes sense to the customer.
Customer Relationship Management (CRMs) and contact centre platforms are two commonly used systems in every business today. Salesforce is one of the most popular CRMs that helps business owners easily track all communications and nurture relationships with their leads and clients. It also stores and manages all data for every kind of contact, from leads to business partners.
A contact centre platform helps optimise your agent’s time and ensures that the right call gets to the right agent at the right time. In addition to calls, modern call centre software helps customer support execute an omnichannel strategy.
But there are 2 common problems: there is often a disconnect between the information in the CRM, and the data available to the sales/customer support team, which means the customer and agent experience suffers.
And finding a contact centre with carrier-grade connectivity in APAC is challenging.
In this blog post, you’ll find out how you can solve these issues with the Toku for Salesforce integration which turns your CRM into a contact centre.
Resolving the data silo issue
Agents constantly burdening customers with repetitive, unnecessary questions about their details (because they lack the contextual data on the customer during a call), can create a frustrating customer experience. But with a contact centre integration in your Salesforce instance, everything changes.
Agents can access all the necessary customer details in one place during the call – without having to leave the platform. This makes it easier to make contextual, data-driven decisions during any interaction – a quick way to improve the customer experience and personalise the customer journey.
Plus, since agents no longer spend precious minutes toggling between Salesforce and the Contact Centre as a Service (CCaaS) platform, they get a better experience as well.
Toku for Salesforce integration extends regional connectivity for businesses
We’ve seen many businesses based in APAC struggling to navigate telephony-related regulation complexity. Sometimes, their service provider has less number-porting capability than they’d like. Other times, they are tired of using multiple providers for different pieces of their business communications. Call quality is also an issue because some contact centre providers aggregative connectivity from different vendors, which deteriorates the quality of the calls.
Whichever the case, many businesses find the option of a CCaaS Salesforce integration attractive, especially one that is backed by strong regional connectivity.
Toku for Salesforce is our first major Computer Telephony Integration (CTI) in the Salesforce App Exchange that gives enterprises the best of both worlds. It enables agents to make and receive calls without ever leaving the popular CRM. And, because it works with Toku’s Contact Centre solution, it also leverages our carrier-grade voice connectivity.
Some of the integration’s prominent features include:
- Click-to-dial capability directly from the customer profile
- Customised IVRs
- Real-time call monitoring
- Call queuing, routing, recording and scheduling
- Advanced reporting
- Access to PSTN replacement in 16 countries in APAC and virtual numbers in 120+ countries
By combining a seamless Salesforce integration with Toku’s extensive regional connectivity, we are offering APAC-based organisations a truly unique, blended solution that actually meets both their integration and connectivity needs.