Integration with Salesforce

Feel the force with Puzzel and Salesforce

Take full advantage of your Salesforce solution and integrate it with cloud based contact centre, Puzzel.

Puzzel contact centre solution provides agents with the necessary tools to perform all of their critical tasks within the Salesforce interface. Which means, empowering your customer service team to deliver a more engaging customer experience while streamlining contact handling and improving customer retention and the bottom line. Combining Puzzel and Salesforce provides access to a complete call centre solution with a powerful IVR system that enables you to enjoy features such skill-based routing, call blending and call backs.

Clearer insight and tangible results
Salesforce integrated with Puzzel provides a clear view of customer interaction. An automatic call log for every call received and made in Salesforce can be reviewed along with notes about the caller. Performance can be easily monitored through real-time reporting and easy-to-read dashboards helping to constantly improve efficiency.

Increase Productivity
Puzzel integrated with Salesforce eliminates the need for agents to switch between applications and manually transfer data from one application to the other. Moreover, Puzzel’s Click-to Call feature enables agents to launch an outbound call directly from Salesforce reducing input errors and increasing productivity.

Key Features and Benefits

• Instantly retrieve customer related information for a more personalized response
• Embedded call control capabilities means great management and productivity
• Click-to-Call any phone number in Salesforce saves agent time
• Automatically log call information and populate relevant fields to save time
• Queue overview for greater efficiency and effectiveness
• Presence management and agent status control provides real-time visibility of who is doing what for management purposes
• Skill based routing means queries are not just answered by the first available agent but by the most qualified, first available agent