Contact center with Salesforce AppExchange integration

Optimal workload management is a complex issue for many companies. In addition, there are the highly individual requirements that must be met. Through the combination of a modern CRM solution such as Salesforce and a powerful contact center, numerous use cases can already be covered. IP Dynamics comes in right there and, with its own omnichannel solution, the Salesforce interface and the “App Exchange Partner” partner status, offers flexibility for all imaginable use cases.

IP Dynamics' contact center solutions already provide comprehensive centralization and automation of communication and workload management. Whether by email, WhatsApp, social media, chat, letter, fax or a traditional phone call: The omnichannel solution ensures a stress-free and central process flow.

In order to be able to record a company's entire workload by connecting external systems, interfaces are provided for 3rd party applications. Salesforce, for example, can be connected in this way. As a result, cases received in CRM can be easily integrated into the contact center via routing. As a Salesforce App Exchange Partner, IP Dynamics can individually create its own applications according to customer requirements and connect them to existing systems. The contact center monitors the tasks that come via the interface and carries out routing to the most suitable employees. The tasks can be pre-sorted in advance using AI processes before they are distributed to the respective employees. If necessary, cross-client role distribution in the contact center enables supervisors to manually make changes, such as employee assignment. This ensures a centralized and optimized process.

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