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Remove Barriers to Effective Customer Communication

When you enable Omni-Channel in Salesforce you become a contact center.

As such, you need to make sure you are using methodologies that provide the best level of service and ensure agents are working on the highest priority items.

The reports you develop have to offer operational metrics and strategic information to optimize the impression your company makes on customers.

All of these behind-the-scenes functions are key to providing positive customer experiences, but what’s equally important (yet often forgotten) is the “last mile” — that is, how agents experience platform functionality.

Customer communication with your call center is an opportunity to build relationships with customers.

Agents should be focused on deepening those connections rather than on the technology.

To do this, agents need the right information at the right time.

Your call center needs a robust user interfase that ensures nothing is in the way between agents and the customers they support.