Connect Eloquant to your Salesforce CRM

Reduce the number of clicks you need to make and automate some of your agents’ actions. The main features of Eloquant & Salesforce integration are :

• Automatic contact synchronization: Eloquant’s contact center and CRM directories are automatically synchronized.
• Caller record editing: the caller’s CRM record is automatically presented to the agent during the call. The customer’s details appear on the screen, along with all data concerning the phone call (number called, reason for call…), enabling the agent to familiarize himself with the information (call history, emails sent…) before starting the conversation, and avoiding the need to ask the caller for his customer code and the reason for his call. At the end of the conversation, the agent can enter a comment that will be archived with the call history in the customer’s file.
• Automatic dialing (click to call): enables an advisor to make a call simply by clicking on the telephone number of a contact record… There’s no need to juggle between different screens or applications, everything is done in the same place.
• Scheduling and recording of calls and actions: such as web call back functionalities (scheduling of calls to be made by agents from a web page, a callbot, etc.), or native CRM task management functions.
• Automatic recording of all interactions in Salesforce records: with the day of the call, the reason, the campaign… it is possible to historize in Salesforce a summary of conversations (that can be modified by the agent), to reduce processing time but also to enrich the records with a summary of the exchange, the actions to be taken by the company, the actions decided upon. The audio recording of the conversation can also be archived.
• Automation of actions and processes: such as the creation of a callback request when a customer gives a poor rating in a satisfaction survey….

Consult your dashboards and reports using Salesforce reporting tools, either using call data separately (duration, call types, calls per agent, etc.), or in a unified way by combining CRM and call data (time spent per agent and satisfaction measurement, calls for a specific type of request, etc.).

Two modes of integration are possible:

• CTI integration in Salesforce: your teams can use a dialer to make or pick up calls, indicate comments, link the call to a campaign… This mode of use is ideal for teams using Salesforce as their main tool.
• Salesforce integration in the Eloquant solution: particularly recommended for teams who want to use a call center tool designed to handle high volumes of customer interactions.

You can also read about Rossignol’s experience connecting Eloquant’s contact center solution with Salesforce to improve the efficiency of its teams, particularly during seasonal call peaks.

Eloquant’s Salesforce CRM connector integrates directly with your Salesforce, using standard entities (leads, contacts, calls…).ur teams can go further by customizing the connector with your specific entities (e.g. contracts, products…), or by using Salesforce Service Cloud functionalities, for example.