Relationship based routing, is when an inbound call is received through Natterbox and using live Salesforce data we identify the owner of the contact and using that information route the call directly to that agent. This shortens the customer journey, delivers an improved customer experience and saves repetition and call transfers.
Key benefits for your customers
With 100% Salesforce integration, you can use any data point to personalise and route the telephony experience for your customers.
Enabling them to be routed to the best agent to handle their enquiry, anywhere in the world, according to their needs using custom rules, such as caller ID, skills, location, time of day, sales territory and any information based in Salesforce.
Providing them with a personalised service for each interaction with advanced IVR, auto reception, and a powerful, multilingual text-to-speech engine that supports 15 languages.
Skills Based Routing apply skills quickly and easily to agents in Salesforce. Apply multiple skills to a single phone call and assign skills based on Salesforce data.
Key benefits for you
Empower your agents with the tools they need to have successful conversations with customers and prospects.
Build stronger relationships by having a complete view of your customer’s service history, making it easier and quicker to resolve and support enquiries.
Measure performance with 120 readymade reports in Salesforce to help you manage and optimise your time effectively, and reduce downtime.
Gain real-time customer feedback to improve performance with automated post call satisfaction surveys.
Call quality assurance by listening live and recording calls, making sure every communication is to the highest standard.
Take complete control of setting up and managing your contact centre, directly through Salesforce.
Increase productivity by automatically creating and updating records in Salesforce and tracking presence and availability statuses.
Features & Benefits
Post Call Surveys
Secure consistent feedback on the quality of your services by setting up an automated post call service, with the score embedded in the customer’s record in Salesforce.
Presence & Availability Services
Agents can change their status using the availability control. The call routing function will register this and route calls to available agents only.
Dynamic Call Queues
Callers can be routed to the right call queues based on any data in Salesforce.
Salesforce Based Routing
Automatically route callers to the right department.
Modify existing Salesforce Records
Update records in Salesforce based on the data acquired in conversation with contact.
Ensure your customers are receiving the very best service. Provide live in call coaching via barge feature.
Add to office monitors for transparency and motivation. Managers can use to assess the quality of their teams.
120 Salesforce Reports
Tailor reports to fit your business based on 120 templates. Work with real-time data.
Yes, the Natterbox Contact Centre module allows you to integrate your contact centre 100% within Salesforce.
Natterbox Contact Centre module provides wallboard functionality with unlimited wallboard licensing included. You can configure what is shown on the wallboards from within Salesforce.
Other modules available within the Natterbox App:
Salesforce Cloud Telephony Integration (SCTI). Native sign-on, click to dial and much more »
Analytics, transcription and audio analysis that identifies key voice interactions »