The SmartReach Contact Center for Salesforce application provides a single-user interface that makes voice call functionality available for agents. After you install the SmartReach Contact Center for Salesforce application, agents can access the SmartReach agent panel from the Salesforce Utility Bar to dial outbound and receive inbound calls. The SmartReach agent panel provides the options to dial outbound calls, receive inbound calls, and view the phonebook. In the agent panel, agents can set their status to ready, meeting, lunch, or other available statuses.

By using Contact Center for Salesforce, agents can call customers and receive inbound calls within the Salesforce Customer Relationship Management (CRM) browser window.

The Contact Center for Salesforce application offers the following functionality:

  • Enables agents to initiate outbound calls using manual dial
  • Enables agents to initiate outbound calls with a mouse click (Click To Dial)
  • Allows agents to receive outbound calls from a campaign
  • Allows agents to receive inbound calls
  • Allows agents to initiate SMS messages to a phone number on a Salesforce record, reply to inbound messages from customers, and associate inbound threads with one or more Salesforce records.
  • Automatically logs call activity

Audience

This guide is intended for individuals who are responsible for dialing and receiving voice calls from the Salesforce CRM browser window.

Benefits

The Contact Center for Salesforce provides the following benefits:

  • Agents can speak with customers and perform their work within a single screen. This saves agents time because they do not have to switch across different application windows.
  • Contact Center for Salesforce automatically creates a call record for every agent call. This saves the agent time, and the agent or admin can make use of the call records whenever required.
  • You can leverage Salesforce workflows together with the full power of the SmartReach contact center solution.

This document contains the following topics: