Product Features and Benefits
Natterbox is a registered Telco and has been since inception. You can therefore rely on us for your number porting, new number provisioning and a variety of call package options (variable, local fixed and global fixed).
| Feature Expand All | Salesforce PBX | Contact Centre | Salesforce CTI | Automatic call recording | PCI Payments |
|---|---|---|---|---|---|
| Global Telephony System As a registered telephone company, we offer our own call package options and take care of number porting and new number provisioning. |  | --- | --- | --- | --- |
| Works with Non-Salesforce Users While Natterbox integrates with Salesforce CRM, we are also able to provide Natterbox licences for any non-Salesforce users at your company for our voice services. | | --- | --- | --- | --- |
| Ability to connect Softphones and Deskphones You can choose whether you want your employees to make and receive calls directly through their computer or using a deskphone. | | --- | --- | --- | --- |
| Conference Room Phones Our voice services enable you and your employees to make and receive calls through conference room phones. | | --- | --- | --- | --- |
| Voicemail We offer voicemail as part of our service. | | --- | --- | --- | --- |
| Salesforce Embedded WebRTC Phone Our webphone is 100% embeded in Salesforce. | | | --- | --- | --- |
| Integrates with Salesforce Process Builder You are able to build your call routing policies directly in Salesforce. | | | --- | --- | --- |
| Drag and Drop Policy Builder in Salesforce There's no need for any coding experience as you'll build your policies with a straightforward drag and drop system. | | | --- | --- | --- |
| Scripting Engine You can quickly create spoken messages (eg as part of your IVR) with a text-to-speech scripting engine. | | | --- | --- | --- |
| Listen Live, Monitor, Whisper, Barge Our listen-in options enable a supervisor to listen in without being heard, speak only to the agent, as well as speak to both parties. | | | --- | --- | --- |
| Email, SMS and Chatter Alerts Trigger notifications to your customers (eg to confirm payment or the date of an appointment). | | | --- | --- | --- |
| Post Call Surveys Enable your customers to rate the interaction they've had with your agents following a call. | --- | | --- | --- | --- |
| Presence and Availability Services These services are of importance for your call routing policies, enabling you to show which agents are on-shift and avaialable to deal with customers, as well as whether they're currently on the phone. | --- | | --- | --- | --- |
| Call Queues Choose what queuing rules you want to apply to customers dialling in (including queue jumping for VIP customers). | --- | | --- | --- | --- |
| Callback Functionality for queuing customers Let your customers choose the option to receive a callback instead of waiting in a queue for an agent. | --- | | --- | --- | --- |
| Dynamic call routing based on Salesforce Information Allows you to intelligently route calls, for example directly to a customer's Account Manager. | --- | | --- | --- | --- |
| Modify Existing Salesforce Records The Natterbox app enables you to make changes to a record (eg Account Owner) that are then updated in Salesforce. | --- | | --- | --- | --- |
| Create New Records in Salesforce The Natterbox app automatically creates a new record when a prospect calls in for the first time. | --- | | --- | --- | --- |
| Skills Based Call Routing If a customer is calling with a specific need, make sure their call gets routed to an agent who has the appropriate training to deal with their enquiry. | --- | | --- | --- | --- |
| Real-time Wallboards See real-time metrics about your agents and contact centre performance. | --- | | --- | --- | --- |
| Native Historical Salesforce Reporting See 60+ historical reports in Salesforce. | --- | | | --- | --- |
| Universal Click to Dial Click a contact's number from Salesforce or from anywhere on the web to trigger a call from our CTI. | --- | --- | | --- | --- |
| Customisable wrap-up codes You choose what dropdown options your agents have to wrap up a call (eg Opportunity Update). | --- | --- | | --- | --- |
| Automated call logs in Salesforce We capture 60+ data points from the calls your agents make and receive into Salesforce. | --- | --- | | --- | --- |
| Local presence dialling (manual and automatic) Agents can choose to display a local number to the person they're calling to increase the chance of pick-up. | --- | --- | | --- | --- |
| Screen Pop in Salesforce Upon answering a call in the CTI, a customer's Salesforce record will automatically be displayed (popped). | --- | --- | | --- | --- |
| Preview Dialler List Your agents are able to see which customers are on their call list in advance, enabling them to prepare information for their calls. | --- | --- | | --- | --- |
| Salesforce Omni-Channel Support Your agents can indicate when they’re available for work, and for which service channels (such as voice, email, SMS and chat). | --- | --- | | --- | --- |
| Address Book Search by name and click to dial for for all contacts and companies in Salesforce as well as Natterbox PBX users. | --- | --- | | --- | --- |
| Availability and Presence status See availability of internal contacts and whether they are currently on the phone. | --- | --- | | --- | --- |
| Voicemail playback View voicemails by caller name, number, duration and click to play these. | --- | --- | | --- | --- |
| Voicemail drop Pre-record messages to send when reaching a customer's voicemail. | --- | --- | | --- | --- |
| Listen In Whisper, Listen and Barge controls now in the CTI. | --- | --- | | --- | --- |
| Call quality indicator See the strength of your own signal (useful for diagnosis when experiencing poor call quality) as well as microphone and speaker level. | --- | --- | | --- | --- |
| Call Recording (6 months to 25 years) Our call recording module enables you to access your call recordings at no extra cost for 6 months and we have pricing options to enable you to access them for up to 25 years. | --- | --- | --- | | --- |
| Place Landline Call Recordings into Salesforce Insert links to your recordings wherever you want inside Salesforce while keeping them stored on the Natterbox platform. | --- | --- | --- | | --- |
| Trigger payments from directly inside Salesforce Your agents are now able to take card payments from customers in Salesforce. | --- | --- | --- | --- | |
| Card holder data not seen or recorded Customers enter card information with their phone keypad and the agent neither sees nor hears what they've entered. | --- | --- | --- | --- | |
| Customer stays connected to agent throughout process Unlike other solutions, the customer can continue to speak with your agent if they have any questions. | --- | --- | --- | --- | |
| Call recording continues to ensure integrity As no card holder information will be shared, all calls are recorded in an uninterrupted manner. | --- | --- | --- | --- | |
Speak to an agent on live chat to discuss your individual requirements, or request a demo today.
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