- How well does your telephony system integrate with your CRM?
Your CRM is the single source of customer truth. Your solution should work dynamically with your CRM for routing, agent operations, customer messaging, reporting, and analytics.
A solution that is natively embedded within the familiar Salesforce environment ensures minimal learning curve, optimum productivity and the ability to deliver seamless customer experiences.
- How reliable is your CTI solution?
You need to have confidence in your CTI solution supplier.
The contact centre is often the first point of contact for customers and is therefore mission-critical. You need to choose a vendor that is public about its availability performance and has proven resilience and redundancy in its infrastructure.
Do they have staff dedicated to service delivery, to take care of you all the way from planning your deployment, through implementation, training and post-sales support? Can they keep you up and running 24 x 7 x 365.
Don’t settle for less than 99.999% uptime, zero scheduled maintenance and downtime, backed up by a publicly published trust site with real-time text and email updates.
- Can you offer customers a seamless journey however they choose to interact?
A seamless, integrated omni-channel contact centre solution is essential for businesses seeking to compete on customer experience. NewVoiceMedia’s deep Salesforce integration addresses digital and voice customer interactions, to ensure consistent conversations across every channel.
Customers should be able to make contact through the channel of their choice (email, SMS, chat or voice), ensuring that conversations stay connected across channels. Your CTI solution should route and distribute interactions to digital or voice agents and use the same set of rules to route based on skills, case ownership, or other fields leveraged from Salesforce. Reporting and analytics tools should provide real-time and historic Omni-Channel dashboards.
- Does your current system let you make conversations personal with the right data?
Let the technology take care of identifying customers and routing them to the agent best placed to help them, increasing first call resolution and exceeding expectations in every interaction.
You need full access to Salesforce and call data, to be able to route flexibly based on any Salesforce field or object, and to connect the dots between the online and contact centre journeys.
- Will your CTI let your agents focus on customers, rather than struggling with technology?
Keep your agents within the Salesforce ecosystem, and free up their time to have meaningful customer conversations rather than battling with disparate systems. Leverage call recordings to minimise agent ramp time and build an army of top performers.
Ensure you can screen pop prior to calls, auto-log data into Salesforce and populate it with call data like call recordings providing easy access for training and quality management purposes.
- Will your CTI platform allow you to leverage data to get better over time?
Identify what makes your best sales and service people excel, then use those insights to share their skills across all of your teams, ensuring that every conversation sets your organisation apart.
Your solution should include integrated speech analytics to automatically analyse all customer conversations and push key data from the contact centre into Salesforce. You will also want the ability to use Einstein dashboards to unearth hidden insights across contact centre and Salesforce data sets.
- How Secure is your CTI Solution?
With enormous amounts of data passing through your contact centre, you need to choose a vendor that takes security very seriously.
If taking payments over the phone, you need to ensure you’re PCI-compliant. Not only that, your solution should be ISO 27001 certified, HIPAA compliant and have SOC 2 type II certification.
- How well does your solution work around the world?
Ensure great call quality wherever your agents and customers are located in the world.
Global Voice Assurance ensures great call quality by making use of the telephony infrastructure local to the caller and the agent, no matter where they are. You can also easily overflow calls between regions to reduce customer wait time and maximise customer service levels.
- Is your CTI solution world-class?
It makes sense to only deal with companies that are well-established, properly funded and will ensure your complete satisfaction.
NewVoiceMedia, part of the $1billion+ Vonage Group, was founded in 1998, now has more than 400 employees, over 700 global customers across 60 countries and is a Salesforce Premier Partner with 400+ 5-star ratings on the App Exchange.
The best way to understand how a great CTI platform can help you achieve all of this is to see one in action.
We have dedicated teams on standby to book your demo and take you through how the platform works and integrates with Salesforce®.
Fill in the form opposite and we will be in touch to arrange a suitable time with you.