How a Predictive Dialer Can Integrate with Salesforce
There are a range of dialer strategies for inbound, outbound, and blended contact centers. There's the power dialer that automatically dials a fixed ratio of calls per agent; the more dynamic progressive dialer that automatically adjusts the number of calls per agent based on answer rate and availability; preview dialing, typically used in contact centers where agents need time to familiarize themselves with the context of the customer relationship before dialing; and the predictive dialer, the most sophisticated of the strategies, that anticipates agent availability and dials proactively.
Prepackaged Salesforce Integration
Let's take a closer look at the features of a predictive dialer including
- On-screen customer details.
- Campaign and list integration.
- Powerful interaction routing.
- Automatic interaction logs.
- Agent interaction control.
- Scaling with ease.
As it is best suited for large teams, a predictive dialer builds on the progressive dialer by dialing in advance before a live agent is available. Its advanced algorithms can predict when a live agent will become available and adjust call rates to ensure there is a new customer on the phone when ready. It consistently minimizes the time spent dialing numbers and waiting for no-answers, and increases the amount of time spent talking to real prospects and customers.
Most predictive dialers offer ready-to-go integration with Salesforce and other leading CRM providers including Oracle, Zendesk, Microsoft Dynamics, and ServiceNow.
Browser plug-ins can also empower your salespeople, service representatives, and contact center agents inside a single Salesforce desktop.
On-Screen Customer Details
Instant screen pops provide agents with customer details and history from corresponding Salesforce records prior to accepting the interaction. Agents know who they're talking to, can greet a customer by name, and are ready to move the conversation forward without wasting time on preliminaries or switching screens.
Campaign And List Integration
Integrate Salesforce campaigns, calling lists, and Five9 predictive dialing to boost sales leads and conversion rates.
Powerful Interaction Routing
This type of technology lets you prioritize and route inbound calls and voicemails to the right agent at the right time.
Automatic Interaction Logs
Save call logs automatically when a conversation ends, ensuring that every interaction is stored in the system of record. Five9 helps keep your teams synced on all customer and prospect communication.
Agent Interaction Control
Empower agents with rich interaction handling for chats, emails, and calls such as recording, parking, cold or warm transfers and conferences, click-to-dial and more - all from within a single Salesforce desktop.
Scaling With Ease
With the right hose to set up and use on-demand, it will allow adding more seats easily as your business grows.
Having the right partner to provide users with the guidance and resources they need to get started is crucial to having seamless integration and management of your predictive dialer into Salesforce.
Want to get some hands-on experience?
Download the Five9 Agent Desktop Toolkit for free!
About The Author
Ellen DePodesta is a writer, editor, and content creator for Five9, working with the global marketing team to define and elevate the Five9 brand, voice, and content. Ellen has worked as a B2B marketer with agencies and as a contractor in Detroit, Chicago, Cincinnati, and Los Angeles.
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Cloud-Based Agility
Moving to the cloud will allow for faster, easier deployments, seamless upgrades, flexible scalability, and reduced capital expenditures associated with on-premises systems.
Connected Journeys
The contact center should support customer journeys across web chat and social messaging apps like Facebook Messenger, WhatsApp, and others.
Omnichannel Unification
Shoppers will be coming in from many different channels, so it will streamline the customer experience to route interactions using the same logic.
Customer Context
Agents must begin the conversation right where the customer left off online. When the customer’s needs are transferred to an agent in real time, your brand is creating a seamless transition from web to contact center. Remove customer stress, unneeded customer repetition, wasted time, and deliver a world-class customer experience.
CRM Integration
Customer relationship management (CRM) system integration can improve the shopper experience by using CRM data to find the last person spoken to, use shopper purchase history to find the best expert, etc. In addition, once the connection occurs, your staff can access past interaction history and CRM information to understand the customer’s journey and deliver a more personalized experience.
Artificial Intelligence (AI)
AI can deliver next- best-action recommendations and assist in responses that will improve conversion rates, increase shopping cart value, and speed up responses.
Real-Time Management
Supervisors should monitor messaging interactions in real time and assist if needed, even if they are not in the same location.
AI & PCI Compliance
Intelligent virtual agents (IVAs) can automate payment processing across digital channels and reduce your compliance risk by collecting sensitive customer data without revealing it to a human agent. Make sure that the IVAs can easily integrate with your payment gateways.
A customer can buy something
A customer can buy something with a click of a button, but the emotional experience of shopping is what they crave. The key is to make sure we continue to remember the human side of retail and bring it back to modern convenience touchpoints, like social selling. It’s through human, personalized points of interaction that customer loyalty is built.
The biggest winners in a post-COVID world will be the retailers that turn their contact centers into the new front door to their business. These retailers will easily gain new market share as they align their businesses to how customers are actually purchasing, which now involves contact centers as an extension of the sales journey.
Want to learn more about other new customer touchpoints? Visit the Five9 Retail Page.
About the Author
Jeff Woodland is Director of Vertical Marketing at Five9. He is a senior B2B technology marketer and thought leader with expertise in Contact Center, Retail, AI, and Unified Communications.
