LiveVox is proud to announce the release of the LiveVox Contact Center for Salesforce v1.5 application, which integrates LiveVox's Contact Center platform and Salesforce. LiveVox Contact Center for Salesforce provides a single-user interface that makes voice call functionality available to agents. Using the LiveVox Contact Center for Salesforce application, agents can access the LiveVox agent panel from the Salesforce Utility Bar. This integration allows agents to access customer information, such as call history and account details, within Salesforce, and use it to better serve customers. 

Features

LiveVox Contact Center for Salesforce offers the following functionality:

  • Initiate outbound calls using manual dial
  • Initiate outbound calls using the Click To Dial feature
  • Receive outbound calls from a campaign
  • Receive inbound calls
  • Automate the logging of call activity

Enhancements

The following enhancements have been made to Contact Center for Salesforce v1.5:

  • Agents can see the reason for outbound manual call failures.  For example, if a manual call fails, the reason might be an invalid phone number, the number is on the Do Not Contact list, or the phone number is outside of dialing profile hours, and so on. 
  • In the Call Transfer window, Supervisor has been renamed Joining Party.
  • If agents change their service within Salesforce, their service is also changed within ACD and keeps both sessions active. 
  • When agents change their service within Salesforce, their web audio remains connected. 

Documentation

The following documentation supports the LiveVox Contact Center for Salesforce application: