Organisations can maximise the full capabilities of their Salesforce solution by integrating it with their cloud-based contact centre, Puzzel. Puzzel technology provides agents with the necessary tools to perform all of their critical tasks within the Salesforce interface. Which means, empowering the customer service team to deliver a more engaging customer experience while streamlining contact handling and improving customer retention and the bottom line. Combining Puzzel and Salesforce provides access to a complete contact centre solution with a powerful IVR system that enables organisations to enjoy features such skill-based routing, call blending and call backs.

Key features and benefits of Salesforce

  • Instantly retrieves customer-related information for a more personalised response
  • Embedded call control capabilities mean better management and higher productivity
  • Click-to-Call any phone number in Salesforce saves agent time, reduces input errors and increases productivity
  • Automatically logs call information and populates relevant fields to save time
  • Puzzel integrated with Salesforce eliminates the need for agents to switch between applications and manually transfer data from one application to the other
  • Clear visibility of queues increases efficiency and effectiveness
  • Presence management and agent status control provide real-time visibility of who is doing what for management purposes
  • Skill-based routing means queries are not just answered by the first available agent but by the most qualified, first available agent
  • Clearer insight and tangible results – Salesforce integrated with Puzzel provides a clear view of customer interactions. An automatic call log for every call received and made in Salesforce can be reviewed along with notes about the caller
  • Performance is easily monitored through real-time reporting
  • Easy-to-read dashboards help to improve efficiency at all times

Fill in the form to get access to this add on