Natterbox, a leading provider of global voice cloud services, has announced it is now offering its full telephony capabilities as part of Salesforce Omnichannel, helping customers to fully manage inbound queries across all channels. By including voice, businesses can now deliver a connected customer experience without overloading agents.
Salesforce Omnichannel allows users to manage how different channels, such as chat, email and text, deliver data to agents. By including Natterbox, this will now add voice, meaning that businesses can control workloads by rerouting other data services when agents take calls. At a time when engagement is growing across a variety of channels, this means customers will continue to receive the best possible experience, irrespective of how they want to communicate with businesses.
As well as manage workloads, including Natterbox in Omnichannel means that all call activity, routing and reporting data is captured and sits under the Omnichannel umbrella, alongside data from other channels. Businesses therefore get simpler, more comparable sets of data to aid resource planning and inform future channel investment.
Omnichannel cannot be ignored and it is critical that traditional telephony and new mediums all integrate seamlessly to help a business and its employees to best serve customers in a time efficient and informed manner. Salesforce combined with Natterbox delivers a solution to meet the needs of the ever demanding customer and business looking to service them.