Over a number of years, our expertise in Voice has led us to develop a Cloud Call Centre solution called Voice Management which enables all call centres to fully manage incoming and outgoing call traffic.
In the pursuit of efficiency and the streamlining of workflows, integrating your CRM and call management system offers your call centres a real advantage. With our complete Salesforce integration, you can offer your customers top-rate service and enable your agents to work more smoothly with the relevant, centralised data in a single place. Salesforce will still be their work interface. They can therefore manage their daily tasks effectively and access the features of Voice Management in just a few clicks.
Axialys’ Voice Management solution integrated with Salesforce offers a solid tool for productivity by streamlining your workflows and communications.
Thanks to Salesforce/Voice Management integration, your agents no longer need to juggle between different platforms. This integration creates a unified and multi-functional solution. On the one hand, it optimises the efficiency of sales teams by allowing them to focus their efforts on good leads, by automating call processes, presenting the numbers to call and thereby supporting higher pick-up rates. On the other hand, management has access to more precise and relevant information thanks to detailed reports and dashboards, thereby ensuring better decision-making.
Axialys’ Voice Management solution integrates natively with your Salesforce CRM to provide all the information your teams need.
Your call-centre agents work with a unified Salesforce interface which prevents them from having to switch from one piece of software to another. During an incoming call to your call centre, the Axialys task-bar appears on the Salesforce interface. Thanks to CTI (Computer Telephony Integration) contact data is automatically sent to Salesforce, thereby facilitating the processing and personalisation of the call. No need for the end-user to have special technical knowledge.
Your caller is not yet known? Don’t worry! When a call comes in , if the caller’s number is not recognised by your Salesforce database, Voice Management will automatically create a new contact in your CRM. Your next interactions with the contact will therefore be supported since they will now be saved in your Salesforce workspace.
Equally, if the agent has not been able to take a call, Voice Management also opens a new Salesforce contact with all the necessary data to personalise the welcome, add context to the interaction and process the request in an appropriate way.
From the Salesforce interface, the agent benefits from all the features of Voice Management. This way they can:
Your call centre call history will be recorded directly in Salesforce. This supports the monitoring of KIPs and metrics; essential for the continuous improvement of processes in Salesforce.
Thereby, at the end of the communication, all data relative to the call are attached to the corresponding Salesforce contact. These are essentially data concerning the date, time, duration, location and also the recording of the conversation. All the information you need for direct analysis and which will help you take concrete decisions.
Why complicate the task when you can have all the information you need almost instantaneously? Thanks to our complete integration with Salesforce, agent-customer interactions are simplified: all the tools and information you need for each customer call to be found with a click, on a single Salesforce/Voice Search interface. Now all they need is a simple click to be able to interact with any contact!
With our Salesforce integration, you benefit from a sophisticated call-centre platform that centralises your data, reduces average handle time, increases call resolution, optimises your agents’ productivity and achieves measurable results.
Furthermore, with pre-set CTI integrations and a simple process, implementation is completed quickly.
Axialys is a trusted Salesforce partner. Discover our Voice Management solution on the Saleforce AppExchange cloud marketplace and start benefiting from our powerful, integrated solution to provide your callers with a unique customer experience!