Contact Center with Salesforce AppExchange Integration


Opti­mal work­load man­age­ment is a com­plex issue for many com­pa­nies. Added to this are the highly indi­vid­ual require­ments that need to be met. The inter­ac­tion of a mod­ern CRM solu­tion such as Sales­force and a pow­er­ful con­tact cen­ter can already cover numer­ous use cases. IP Dynam­ics starts exactly there and offers flex­i­bil­ity for all imag­in­able use cases with its own omnichan­nel solu­tion as well as the Sales­force API and the part­ner sta­tus “App Exchange Part­ner”.

IP Dynam­ics’ con­tact cen­ter solu­tions already offer com­pre­hen­sive cen­tral­iza­tion and automa­tion of com­mu­ni­ca­tion and work­load man­age­ment. Whether by mail, What­sApp, social media, chat, let­ter, fax or the clas­sic call: the omnichan­nel solu­tion ensures a stress-​free and cen­tral­ized process flow.

In order to be able to cap­ture the entire work­load of a com­pany via the con­nec­tion of exter­nal sys­tems, inter­faces for 3rd party appli­ca­tions are pro­vided. This allows the con­nec­tion of dif­fer­ent solu­tions such as Sales­force. This means that cases received in the CRM can be eas­ily inte­grated into the con­tact cen­ter via rout­ing. As a Sales­force App Exchange Part­ner, IP Dynam­ics can cre­ate its own appli­ca­tions indi­vid­u­ally accord­ing to cus­tomer require­ments and con­nect them to the exist­ing sys­tems. The con­tact cen­ter mon­i­tors the tasks that come through the inter­face and takes over the rout­ing to the most suit­able employ­ees. The tasks can be pre-​sorted in advance by AI processes before they are dis­trib­uted to the appro­pri­ate agents. If nec­es­sary, cross-​client role dis­tri­b­u­tion in the con­tact cen­ter empow­ers super­vi­sors to make man­ual changes, such as agent assign­ment. This ensures a cen­tral­ized and opti­mized process.

Have we sparked your inter­est? We look for­ward to answer­ing your request.