Salesforce CRM integration

Improve agent productivity and contact center performance with the industry’s strongest Salesforce integration.

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Consolidated agent desktop for fast, personalized service.

Driving business results in your contact center is no easy task in today’s highly competitive environment. Customers expect a consistent omnichannel experience, with personalized interactions regardless of how they reach out to you. At the same time, you are asked to optimize efficiency and to do more with less. Topaz CRM integration for Salesforce provides you with all the tools you need to meet your customers’ expectations and achieve your business goals.

Eliminate Manual and Monotonous Agent Work

Take advantage of pre-built and customizable automation that eliminates the need for agents to manually update two different applications.

  • Synchronize data between Topaz Contact Center Solution and Salesforce to ensure systems are accurate and up-to-date.
  • Stay on top of contact center events with automated alerts and notifications.
  • Trigger a Quick Flow in Salesforce from any action in Topaz Contact Center Solutions.

Personalize Every Support and Sales Interaction

Leverage contextual information in real-time to customize every conversation to the customer or prospect’s unique interaction history with your business.

  • Displays caller information to agents as soon as the call comes in.
  • Pop a contact, case, or lead in Salesforce directly from Call-bar.
  • Improve first-call resolution and reduce AHT.

Use Data to Improve Contact Center Performance

Salesforce makes it easy to monitor real-time metrics and pulls historical reports to immediately address changing contact center conditions.

  • Monitor and measure contact center activity directly in Salesforce.
  • Access live, customizable dashboards and dozens of pre-built reports.
  • Customize reporting to focus on the metrics that matter to you.

Topaz CRM integration for Salesforce provides

Key Features

  • Intuitive voice and digital contact handling, agent scheduling, and performance management inserted into Salesforce Cloud.

  • Access to individual and team statistics on performance and productivity from within the agent interface.

  • Skills-based routing directs Salesforce channels to the best-suited agent.

  • Customer data synchronized with every assigned contact, including activity timeline and contextual hovers.

  • WEM integration enables agents to manage schedules and performance without leaving Salesforce.

Find out how Topaz can help you.

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