Easily coordinate data between your contact center, CRM, and support software
PureCloud Integrates with Salesforce
The PureCloud for Salesforce integration puts PureCloud Telephony features into the Salesforce UI. There is nothing to install on each user’s computer and nothing to maintain or back up on your own servers.
ScreenPop for Salesforce in PureCloud
The screen pop functionality shows you the most relevant Salesforce customer record available in the PureCloud workspace, based on interaction information within PureCloud.
Smart Caller ID
Out of the box, when an incoming call is alerting, Salesforce searches all phone number fields for the caller ID (ANI) and screen pops based on what it finds
Screen pop occurs while the call is alerting or when connecting for agents with auto-answer enabled.
Intuitive Window Pop
If Salesforce is open in multiple browser tabs or windows, the screen pop only takes place in the agent's visible tab.
You can configure screen pops to open in the same browser window (default) or a new window.
The softphone layout settings in Salesforce control exact screen pop behavior.
Salesforce Data Dip Connector
The Salesforce Data Dip Connector integrates your interactive voice response (IVR) system with the Salesforce customer relationship management (CRM) database.
The connector allows your IVR to dip into your CRM to retrieve information about accounts, cases, or contacts. You can then use this information in routing decisions within your Architect call flow.
Salesforce Object Routing Connector
Salesforce receives incoming messages of various media types (chat, email, web form), creates cases for them, and routes the cases to Salesforce queues. Cases sit in these Salesforce queues until an agent processes them.
The Salesforce Object Routing Connector optimizes this process by placing email cases (Email-to-Case) in differentiated buckets (Salesforce workgroups) to which you assign agents. The connector processes this optimization by routing interactions through the CIC server. This routing allows the connector to take advantage of CIC’s ACD engine and its intelligent queuing capability.
Webhook Event Integrations with Salesforce
PureCloud webhook integrations automatically post chats to group chat rooms about events occurring with your 3rd party cloud services, including Salesforce. Admins can set up the types of events to push, and then select which group chat rooms in PureCloud should receive those notifications.
We can’t say enough about the value our PureCloud® services have brought us – from improved service to increased efficiencies. It will certainly be a selling point in the future as we potentially expand the properties we service.
— Universal Protection Service
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