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Deliver Amazing Customer Service

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Unify Technology and Delight Customers

Delight customers by integrating two powerful tools — Salesforce CRM and inContact

There are a lot of amazing tools out there— smart technologies that give you the power to increase profit, improve customer satisfaction levels and more. The trick is getting all of them to work together for even greater benefit.

 

The inContact Salesforce Adapter makes this possible by allowing you integrate inContact with your Salesforce CRM. This enables the two technologies to work together as a single, unified system. This pairing allows you to leverage the benefits of two exceptional technologies to create  powerful, one-of-a-kind customer experiences. It also improves call efficiency, reducing call times and costs.

 

Additionally, the inContact Salesforce Adapter lets you implement quickly and is incredibly easy to use. Your agent simply has to log into salesforce.com and, with a single click, they are connected to the inContact phone system. The calls are then intelligently routed to your agent. And thanks to the adapter, everything your agent needs is displayed in the CRM interface in a single, information-rich screen pop. The best part? Your agent gets all this without ever leaving your CRM and your customers get the outstanding customer service they expect you to deliver.

 

 

 

 

 

 












 

With inContact and Salesforce CRM, we have been able to buy a service instead of buying an asset. They do all the heavy lifting in terms of the technology, and that allows us to focus on using both platforms to help provide our customers with superior sales and service.

Chris Spear, Director of Program Management, Extra Space Storage, Inc.

Product At-A-Glance

The inContact Salesforce Adapter connects the best-in-class call routing platform to the leading CRM platform.

Salesforce Adapter Key Features:

  • ACD contact handling for voice
  • ANI, DNIS Screen-pop for browser-based applications
  • Custom screen pops for salesforce.com records
  • Agent-managed “personal” address book
  • Re-skill to a skill or agent
  • Hold, transfer & conference
  • Click to dial
  • After-call work state management
  • Multiple “unavailable” states or reasons
  • Automatic activity logging in salesforce.com
  • Basic call center reports in salesforce.com
  • Agent performance reports
  • Basic marquee messages
  • After call work in salesforce.com
Extra Space Storage|Case Study
inContact Salesforce Adapter|Datasheet