customer

CustomerZone360 NEWS

Free eNews Subscription

Deltapath Customers Gain 360-view of Customer Journey

By Greg Tavarez January 19, 2023

Switching between multiple apps seems like no big deal. Employers have a mindset that employees adapt to tabbing between different apps with no consequences.

Well, there are consequences when multiple apps are used. Health wise, employees experience fatigue. Taking it further to actual stats, a Qatalog and Cornell University study found that a typical worker spends an average of 36 minutes a day switching between apps while taking an additional 10 minutes on average to get back into a good workflow once they've switched.

Oh, 46 minutes of not achieving anything productive rings the alarms for company leaders, right? To help companies get back some of those precious minutes and to better prevent workers from feeling fatigued, Deltapath launched Deltapath for Salesforce CTI Integration on Salesforce AppExchange, empowering customers with a 360-degree view of the caller.

The Deltapath for Salesforce CTI Integration improves customer service and experience by integrating users' mobile phones, desk phones and softphones with the Salesforce Lightning Platform to minimize switching between apps.

“The integration empowers agents by giving them a 360-degree view of a customer right when they answer the phone,” said David Liu, Deltapath CEO. “Instead of information scattered, agents can immediately assist and advocate for the customer. This ultimately translates into great customer service."

The Deltapath for Salesforce app gives agents the entire customer journey such as the customer’s name, open cases, notes, and opportunities for cross-selling and upselling. This means that with each incoming call, customer data is available on the user's Salesforce dashboard.

The app also allows agents to manage calls with hold, transfer, conference and log call details directly in Salesforce. Call handling features such as answer, hold and transfer are accessible on users' screens within Salesforce.

Additionally, users achieve greater efficiency with the click-to-dial from a Salesforce contact.

“AppExchange is constantly evolving to connect customers with the right apps and experts for their business needs,” said Woodson Martin, General Manager of Salesforce AppExchange. “Deltapath for Salesforce CTI Integration is a welcome addition to AppExchange.”

A subscription to Deltapath UC Platform or Deltapath UC Cloud is required. Deltapath Engage is included with the subscription.




Edited by Alex Passett
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

CustomerZone360 Editor

SHARE THIS ARTICLE
Related Articles

Infobip Announces the Availability of RCS Messaging for MNOs With New API

By: Tracey E. Schelmetic    7/19/2024

Global cloud communications platform Infobip announced that it is the first company to offer A2P RCS Messaging for North America through a new API.

Read More

Top Retailer Uses Verint's Bot to Find Top Contact Center Talent

By: Greg Tavarez    7/19/2024

A Top 10 U.S. retailer used the Verint Interviewing Bot to reduce its hiring costs across approximately 2,000 new agent hires annually after deploying…

Read More

Intermedia Introduces Archiving Solution for Improved Access to Contact Center Interactions

By: Tracey E. Schelmetic    7/18/2024

AI-powered collaboration solutions provider Intermedia Cloud Communications recently announced the launch of Intermedia Archiving for its omnichannel …

Read More

Orange Cyberdefense Deploys NICE CXone to Eliminate Silos in CX Operations

By: Tracey E. Schelmetic    7/17/2024

Orange Cyberdefense recently chose NICE CXone to simplify mission-critical service operations for its customers across nine countries and sixteen site…

Read More

Best Business Automation Solutions in 2024

By: Contributing Writer    7/15/2024

This article reviews some of the most promising business automation solutions for 2024, from affiliate marketing to digital products.

Read More