Omnicloud

27/02/2023

Using Salesforce Service Cloud Voice and in need of a Voicemail solution?
Teach yourself how to implement using this standard process

Customers often have the need to call and voicemail may support your organization in meeting support expectations

26/01/2023

What is ? How do you start with it when using Salesforce? And how may your current infrastructure influence your decisions?

CTI is a term that covers different things. It is important to understand your expectations for integration with Salesforce

11/01/2023

Teach Yourself to Enhance Your Service Cloud Voice with Amazon Connect Implementation Online Courses Once you have your initial Salesforce Service Cloud Voice with Amazon Connect implementation, you want to make enhancements to your initial Contact Flows and functionalities. If you really want to ma...

11/01/2023

Enhance your Salesforce Service Cloud Voice with Amazon Connect training with your Do-It-Yourself training courses

Teach Yourself to Enhance Your Service Cloud Voice with Amazon Connect Implementation Online Courses Once you have your initial Salesforce Service Cloud Voice with Amazon Connect implementation, you want to make enhancements to your initial Contact Flows and functionalities. If you really want to ma...

23/12/2022

Thinking about moving your contact center to the cloud in 2023? Here are 6 reasons why that could be an excellent idea for your company

6 reasons why 2023 is a great year to move your contact center to the cloud. Implement Salesforce SCV with Amazon Connect for amazing support

13/08/2021

Next to sending and asking questions via , customers often to your contact center. Salesforce fully integrates in your implementation. Fully aligned with your support processes.

We are happy to announce our for Salesforce Service Cloud Voice!

07/05/2021

It is often a burden for and to answer standard and repetitive questions. Questions like:
- What is the status of my order?
- When will my order get delivered?
Customers should not have to wait, but rather may get these answers straight away with the usage of a .
Raise with the integration of a in your contact flows. Dynamically retrieve the correct information from your implementation, and keep your in best shape by logging the interaction straight into your application.

https://www.omnicloud.be/en/offload-cc-service-cloud-voice/

Amazon Lex allows offloading your Salesforce Service Cloud Voice enabled support team via intelligent voice- and chatbot functionalities

01/02/2021

Service Cloud Voice harmonizes the user experience as voice, email, chat... requests may get handled via the Salesforce Omnichannel widget. All supported with different services like , AWS , AWS

Here's a short recap of how things fit together

https://www.omnicloud.be/en/service-cloud-voice-non-voice-channels-in-salesforce/

Routing incoming calls with Salesforce Service Cloud Voice happens via the routing strategy defined in AWS Amazon Connect

26/01/2021

When implementing locally, you may go with a simple implementation. But when working in a global organisation, with questions coming in via , , , careful planning and implementation is needed to get the configuration right for global deployment.

This article describes some more for Skills-based routing

Enhance work distribution with correct skill weights and channel workload definitions for skills-based routing of non-voice work items

23/01/2021

When one should evaluate an integrator for implementing Skills Based Routing, and see that the integrator uses your blog posts to make the technical proposal...but the pages were not updated anymore since 2018...You know it's time to spend some time updating the respective blog posts...

That's what we did this morning! New, fresh and up-to-date posts for Salesforce :

- Why Skills-based routing: https://www.omnicloud.be/en/why-skills-based-routing/
- What is Skills-based routing and it's relation to Queue-based routing in Salesforce: https://www.omnicloud.be/en/skills-based-routing-in-salesforce/
- Configuring Skills-based routing in Salesforce: https://www.omnicloud.be/en/configuring-skills-based-routing-sf/

Skills-based routing ensures that, out of the available agents, the best one gets selected to answer the incoming question

30/05/2020

Nu veel mensen van thuis of remote aan het werk zijn, is het niet evident om support medewerkers te . Wanneer een support agent hulp nodig heeft tijdens een lopend gesprek, dan hoort deze niet na te moeten denken wie er beschikbaar is om te helpen.

In dit artikel beschrijven we een simpele maar manier om een team van coaches te organiseren, en er voor te zorgen dat support medewerkers met één simpele in contact komen met een interne

https://www.omnicloud.be/nl/coaching-remote-support-agents-tijdens-lopende-gesprekken/

Een team van coaches zorgt voor efficiënte ondersteuning van support medewerkers. Amazon Connect zorgt voor automatische distributie van nieuwe vragen.