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Optimizing Your Salesforce Powered Call Center
Salesforce allows call center agents to easily interact with customers via email and chat and record the results of their interactions.
With Salesforce, you can handle pretty much every aspect of your call center within the program—except for voice calls.
With Transera’s Salesforce app, you can:
- Record a complete history of customer interactions.- Create call flows.- Monitor agent performance.- Gain easy access to reporting.
All within Salesforce.
As a native part of Salesforce, Transera’s Salesforce app gives you the ability to access everything from one platform.
Download our FREE eBook now!
In this presentation, based on our eBook, we will discuss how you can optimize your call center and access voice through
Transera’s Call Center app for Salesforce.
“With the Transera Call Center app for Salesforce, you don’t have to add another application to your infrastructure that requires redundant login, users and administration. You can set up and administer your call center within the Salesforce Administration and Build functions.”
– TranseraInc.com
Implementing the Transera Call Center app is as simple as setting up a few basic building blocks.
Step-by-step instructions can be found in our eBook.
Implementing the Transera App
Once your call center building blocks are established, your new streamlined process within the Transera Call Center
app for Salesforce will help you track what’s going on in your call center with real-time dashboards and KPIs.
The Transera Call Center app for Salesforce provides visibility into your call center from a real-time and historical perspective.
Gain Real-time Visibility of Your Contact Center
Transera provides supervisor dashboards and then, using Salesforce reporting capabilities, allows you to combine
Transera and Salesforce data into single reports.
The supervisor dashboards include tabs for:
- Call Reports - Display calls waiting in the queue and calls in progress.
- Agent Reports - See whether agents and teams are idle, available,
connected, or wrapping up calls.
- Ticker Reports - Create tickers that will scroll across your screen and
inform you about whatever call center activity you wish to be
constantly informed about.
- Graph Reports - Configure your dashboards to display multiple graphs
at the same time.
The Transera Call Center app for Salesforce allows you to design a call flow for a routing strategy without leaving Salesforce.
Create Call Flows and Routing Strategies
Using a simple drag and drop interface, you can create a Flow Control that shows the decision points, control points,
counters, and database lookups for calls. You can add paths for a sales queue, a service queue, and a premium customer
path, and map the possible decisions that customers can make.
Using Transera in conjunction with Salesforce allows you to build and administer a voice call center within Salesforce’s Service Cloud and Sales Cloud applications–saving the time once necessary to switch between applications, thus increasing agent productivity.
The Agent Experience when using Transera
“Make your call center agents more productive and effective
by letting them make and receive calls within the
Salesforce application, while automatically logging
pertinent data about their calls in the Salesforce
database.”
-TranseraInc.com
After implementing the Transera Call Center app, accessing and using voice within Salesforce is a matter of following a few simple steps.
These steps are outlined in our FREE eBook.
During a call, the Transera applet displays any available information about the incoming call and opens the Salesforce record of the caller. The agent can access the entire history of the caller’s interactions without having to open a separate database application.
When an agent has complete access to a caller’s history from within Salesforce, he or she no longer needs to repeat questions or discussions, and agent productivity increases as less time is wasted on repetition.
After the call, the agent is able to make notes for further action, or to provide information that will be displayed during the next call with that customer.
The Transera Call Center app for Salesforce allows you to monitor quality across your call center at any time without
having to leave Salesforce.
Monitor Agents for Quality within Salesforce
As a supervisor, you can listen to, join, and record current calls on-demand or on a schedule to train agents and make sure their performance meets your quality standards.
Transera delivers call center management, administration, routing, and reporting capabilities from within the Salesforce application itself.
The Transera Call Center app for Salesforce is easy, inexpensive to implement, and cost-effective for a contact center with a handful of agents and will scale as your call center grows.
To get started managing your call center using the Transera Call Center
app for Salesforce, click here or call 1-800-727-0766.
About Transera
