Engage Voice for Salesforce brings together the power of Contact Center routing with the leader of Cloud CRM vendors to increase productivity, and provide better, more personalized customer interactions. The seamless integration enables you to capture call and interaction information directly inside Salesforce customer records.
Available for Salesforce Classic or Salesforce Lightning. Applicable for Service Cloud only.
- Click-to-call: Place outbound calls and allow for easy follow-ups right within salesforce.
- Instant screen pop-up: Identify callers based on the incoming phone number matched against information captured within Salesforce.
- Full queue selection: Allow agents to choose one or multiple queues to log in to and maximize flexibility during their shifts.
- Single sign-on (SSO): Leverage Single Sign-On (SSO) with RingCentral Credential for ease of use for simple agent login experience.
- Built in call control: Facilitate collaboration with robust call control allowing agents to transfer to a person (internal, phone book, or ad-hoc number) or to a queue. Internal transfer displays the real-time presence of the other agents to maximize efficiency.
- Agent status reason codes: Agents can select their non-ready reason code directly within the widget. The codes are always kept up-to-date through rich APIs for optimal reporting.
- Call logging: Log all calls directly into Salesforce. All inbound and outbound call activities are retrievable from Task.
- Access from anywhere: Connect on both Windows® and Mac®, using any popular browser.
- Work the way you want: Work in Salesforce Classic or Salesforce Lightning UI.
Run your customer engagement on a reliable platform. Prevent downtime and scale infinitely with modern cloud architecture. Run all functions of your platform with triple redundancy, running across geographically dispersed data centers at a time.
Ideal Beta customers are using Salesforce for Inbound calls, or some click-to-dial calls. Please note that in this version of the Beta there is no support for automated outbound dialing with Salesforce lists.