The AVOXI Genius integration with Salesforce allows organizations to bring together their voice and CRM platforms seamlessly. By integrating these technologies, users can focus on voice communication with AVOXI Genius and have their customer management and call activity workflow in sync and automatically updated in Salesforce.
AVOXI - Salesforce Integration Overview
Personalized Communication
The first feature of the AVOXI Genius and Salesforce integration is the Screen Pop, where Contacts, Accounts, and Leads stored in Salesforce are displayed in real time in the Genius webphone when an agent receives or places a call. Using the caller ID of the incoming call, the integration leverages an API to reference any Contact, Account, or Lead in Salesforce with the same phone number and displays that user to the Agent. From there, an agent can provide a personalized greeting and confirm contact information right away.
In addition, a link is provided to the agent to quickly access the customer or prospect's page in Salesforce giving the agent quick and comprehensive access to all the recent activity of the caller. If the agent is making an outbound call, they can utilize the "Click-to-Call" feature to quickly dial a customer or prospect in Salesforce and all of the user's information will also be available within the webphone throughout the call. If the agent ever navigates away from the customer or prospect's page and needs to quickly access it again, the same link is available directing the agent back to the page with all of the relevant information and activity for the Contact, Account, or Lead.
Automated Workflow
In addition to personalized communication, the call activity workflow in Salesforce is also automated by the integration. Using the same API setup for the Screen Pop feature, the Call Logging Automation will automatically create a call activity in Salesforce from a call in the AVOXI voice platform.
This allows agents to focus on the call and not worry about separate tasks or switching platforms. Creating the call activity is done automatically and created as an AVOXI Autologged call with all of the relevant call information saved in the activity to be easily accessed at any time after the call. Automating this workflow not only saves the agent time but also prevents the possibility of manual errors from data entry or context switching. Providing this personalized communication and automated workflow through the seamless integration with AVOXI and Salesforce is also easy to set up and can be done in minutes.
Unknown Caller
When agent receives calls from unknown number or dials a number not present in their CRM, corresponding new Leads or Contacts with associated caller id details are created.
Agents can quickly access the newly created Lead/Contact in Salesforce using Screen pop link in AVOXI's webphone and add related call information for future reference.
This helps agents to focus on adding call related notes and not worry about creating new Leads or Contacts in Salesforce for unkown caller ids.
Coming Soon!
The AVOXI integrations are always growing and being enhanced and the Salesforce integration is no exception. In upcoming releases, more features will be available for the Salesforce integration including some noted below:
- Automatically creating a call activity in a new tab at the beginning of every call for even faster agent access
- Configuring different Statuses and Priorities for automated Task/Activity creation. For example, creating an Inbound Answered call with a Status of 'In Progress' with a Priority of 'Normal'. Or creating an Outbound Unanswered call with a Status of 'Deferred' with a Priority of 'High'.
Installing Salesforce integration
As an admin, navigate to the Data Integrations page in the AVOXI platform and click 'connect' on Salesforce.
In the "Manage" tab of the Salesforce page, enter Domain and click "Connect"
Entering domain information is optional. Make sure to include the "my" suffix if your domain has it. Format: https://{enhanced_domain}.salesforce.com
Once connect is clicked, the authorization process will redirect the user to another window to login to Salesforce for the connection.
Congratulations, the AVOXI and Salesforce integration are complete!
The Salesforce integration will now show as 'Active' and additional configurations can be updated by selecting the 'Configuration' tab at the top of the page.
