Linking All Your Daily Communications
Esna Technologies
Esnatech UC for Salesforce.com is a CTI application that allows service and support organizations to leverage the data from their Salesforce.com CRM solution in their outbound dialing initiatives and to help them resolve customer issues more quickly. Esnatech UC for Salesforce.com significantly enhances the efficiency and performance of service and support groups by providing agents with click-to-dial and screen pop capabilities that reduce call time and help personalize customer service.
Benefits: Improved Operations, Greater Customer Loyalty and Increased Revenue
Esnatech UC for Salesforce.com can reduce call time by 10-20 sec/call simply by providing customer information to an agent's desktop as they simultaneously receive a customer's call. Using the Telephony Office-LinX addon software module, users can instantly retrieve, and screen pop customer related information to the agent's desktop as the call arrives. Receiving customer details on your screen at the same moment you receive an incoming call means you are able to give a better and more immediate response to a customer, driving towards a first call resolution for every customer. Automatically seeing key details about the customer, such as notes from previous conversations, and order history, means your staff can offer a more personalized service.
Esnatech's Click-to-Dial capability means that telephony functions are integrated into the Salesforce.com Softphone Application, allowing agents to quickly make outbound calls. Dialing out automatically with a single mouse click from the UC for Salesforce.com desktop service on your computer saves times and is more accurate, so if you make a lot of outgoing calls, the cumulative time lost to dialing wrong numbers can be substantial and may be avoided.
With faster call processing, organizations are able to achieve first call resolution for all customers and reduce the need to hire additional agents to handle higher call volumes.
Unified Communications For Salesforce.com
Contact an Esnatech UC Specialist for more information: 1-800-565-3762 or Sales@esna.com
