Salesforce is a cloud-based customer relationship management (CRM) platform that helps businesses to manage their customers and leads. It offers several products, including sales, marketing and service.

Salesforce has been using artificial intelligence (AI) to help its customers manage customer service issues since 2011. The company now uses AI to automate many tasks, including resolving tickets, scheduling appointments, and performing basic analytics. It’s also used to train chatbots, which it says improve customer satisfaction by providing helpful information and answers without having to wait on a real person.

What is Salesforce? - Salesforce Call Center Software


What is Salesforce?


Salesforce is the world’s #1 customer relationship management (CRM) platform. We help your marketing, sales, commerce, service and IT teams work as one from anywhere so you can keep your customers happy everywhere.

Call center software is used for managing the contact process between a company and its customers, where the company provides information about its products or services to the customers over the phone or through other channels like email or chat. Salesforce call center software offers features such as lead routing, lead scoring, lead nurturing and campaign management that can be customized according to business requirements.

Salesforce call center software enables sales professionals to manage their contact processes more efficiently by reducing the need for manual data entry. It also helps in providing a better understanding of customer needs and improving customer experience.

Salesforce Call Center Software Features

Some of the key features of the Salesforce Call Center Software are given below :

What is Salesforce? - Salesforce Call Center Software

Boost productivity

Deliver a steady, productive service insight on each call when your agents have moment admittance to a current, complete perspective on the customer. With Service Cloud Voice, agents have better instruments and bits of knowledge to close cases quicker in light of the fact that they're utilizing Einstein insight and working from a solitary source of truth on one incorporated platform.

Answer the phone with AI

Carry the force of AI to your calls with Service Cloud Voice. Agents can lessen normal handle times and deliver a consistent customer experience with the assistance of voice record from Amazon Connect* and AI-fueled proposals from Einstein.

This likewise gives agents and managers full perceivability into the customer information from your voice and CRM directs progressively. Einstein investigates customer-specialist discussions and presents the right information articles and following stages, which engages agents to settle customer issues quicker.

Optimise Training and Management

Contact focus managers are continually checking customer calls for new issues where agents need further preparation. In any case, directors don't necessarily have the right devices for clear perceivability and announcing. Give managers continuous knowledge with Service Cloud Voice. Guarantee quicker case goal times and smooth out new specialist onboarding when managers comprehend the consistently changing specialist experience.

What is Salesforce? - Salesforce Call Center Software

Make it Personal

Change your call center with proactive and customized service. Surpass customer assumptions with exact buy history and a full view into customer discussions. No additional requiring individuals to be postponed or bumbling for replies. No additional moving customers to different divisions. Presently agents hit the nail on the head the initial time - and that is the manner by which hyper-customized service transforms customers into fans.

Integrate Calls Easily

Improve on buying, arrangement, and rollout of your contact center communication with Amazon Connect* integrated out of the case with Service Cloud Voice. Salesforce unites the wide cluster of advantages of Amazon Connect, as smart cloud communication, IVR, call steering and stockpiling, with CRM information.

Presently, agents can help customers all the more actually when your telephone station runs consistently within Service Cloud — right close by your web and social stations. This permits your customers to converse with the right specialist, brilliantly. You can give your agents all the setting they need to assist customers with less associations. Later on, you can integrate communication from your preferred provider with Service Cloud Voice.