The LiveVox Contact Center for Salesforce application integrates the LiveVox’s contact center platform and Salesforce. LiveVox Contact Center for Salesforce provides a single-user interface that makes voice call functionality available for agents. After you install the LiveVox Contact Center for Salesforce application, agents can access the LiveVox agent panel from the Salesforce Utility Bar to dial outbound and receive inbound calls. The integration allows agents to access customer information, such as call history and account details, within Salesforce, and use it to better serve customers. 

LiveVox Contact Center for Salesforce offers the following functionality:

  • Initiating outbound calls using manual dial
  • Initiating outbound calls using Click To Dial
  • Receiving outbound calls from a campaign
  • Receiving inbound calls
  • Automated logging of call activity

The following new features have been added to Contact Center for Salesforce in this release:

  • Salesforce Administrator users can now identify a Salesforce field that represents the customer ID.  When the agent initiates a voice call using Click To Dial, this Salesforce field stores the account number for the call within LiveVox reporting.

  • LiveVox Administrator users can now enable or disable the Account Number Required feature within the LiveVox Portal (LVP). In earlier releases, this feature was not supported for Salesforce agents.

  • LiveVox Administrator users can now enable or disable the Zip Area Mismatch feature within LVP. In earlier releases, this feature was not supported for Salesforce agents.

  • Salesforce Agent users can now use the SMS channel through Salesforce.  Agents can perform the following tasks:

    • Initiate SMS messages to a phone number on a Salesforce record.

    • Reply to inbound messages from customers.

    • Associate inbound threads with one or more Salesforce records.