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.
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