KPIs in SalesforceEnjoy seamless integration with Salesforce.
- Contact centre metrics housed in Salesforce
- Judge conversations against the latest KPIs easily
Note takingControl playback to capture and note insights.
- Supervisors can pause recordings to take notes
- Notes are automatically flagged and time stamped for easy access
Call recordingsAccess call recordings within the Salesforce task object, including lead, account, opportunity, case or custom object.
- Call recordings are stored in the Vonage cloud to deliver significant cost savings
- Find any conversion easily through a link
CoachingProvide instant feedback to the call centre team.
- Supervisors can join in-call or use whisper coaching to train staff
- Easily create a three-way conversation if necessary
Quality management – hunt for heroes instead of finding failure
Learn to reframe quality management, in and out of the contact center, for a more successful outcome.