Out of the box integration with Salesforce

Did you know that you can find Zisson in Salesforce Appexchange? Zisson integrated with Salesforce gives your agents the tools to deliver a more efficient and optimized customer experience. Take full advantage of your salesforce solution and integrate it with Zisson Contact Center.

Each time a customer contacts your organization, agents are presented with the Salesforce customer 360-degree view that shows previous inquiries, communication, and outcome! With this out of the box integration you can monitor performance to constantly improve efficiency. You will also eliminate the need for agents to switch between applications.

The integration modules includes

– Chat and social media support

– Softphone

– Click-to-Call

– Presence management

– Agent status control

– Intelligent routing

– Inbound screen pop-up

– Statistics on inquiries

– Caller authentication

– Outbound SMS

– Hot desking

– Zisson IP PBX

– Recording

– Local presence – agents can easily change the number displayed

How the integration works

Zisson Contact Center is integrated into Salesforce using built in CTI integration. A window in the left corner will appear with Zisson Call Center.

1

Agents just log into the Contact Center with their username and password. After the authentication is done, agent can choose the phone number they want to use to receive calls.

2

The agent chooses which number/seat they want to receive calls on..

3

Agents can call out by just clicking phone numbers in Salesforce. It makes it easy to call from contact card or leads.

4

Zisson Contact Center can search for the right Salesforce contact based on callers’ number, email address or custom value dialed into the IVR, e.g. personal security number.

Reinforced with information, your sales teams and your agents will respond more precisely to inquiries, improve first call resolutions and take a more proactive customer service approach. Get started with the Salesforce integration today!