InGenius, a provider of computer telephony integration solutions for CRM systems, today announced that InGenius Connector Enterprise 4.0 will be one of the first CTI companies to support voice in Salesforce.com Omni-Channel.
InGenius Connector Enterprise 4.0 will work with the Salesforce.com Omni-Channel feature to increase agent productivity for blended agents who handle other channels during breaks in voice activity. The InGenius integration stops Omni-Channel work items from being pushed to an agent on a call so that the agent can focus on the customer voice interaction. When agents are not on calls, InGenius notifies the Salesforce Service Cloud Platform, so that work can be pushed to the agent via the Omni-Channel feature.
"We are excited to be one of the first to provide telephony support for the Salesforce Omni-Channel feature. Customers increasingly expect to receive service on the channel they choose, which might be voice, email, SMS/text, web, mobile or social media. Being able to provide the customer with a smooth experience across any channel only increases customer satisfaction and loyalty," said Dale Gantous, CEO of InGenius, in a statement. "With this release, we continue our mission of helping call centers provide exceptional customer experiences and value to their end customers."
"At Salesforce, our focus is on customer success and providing a world-class service experience for our customers," said Larry Robinson, senior vice president of product for the Salesforce.com Service Cloud, in a statement. "InGenius continues to innovate with Salesforce to ensure that telephony integrated into Salesforce Service Cloud supports the stringent requirements of modern call centers and provides customers with a seamless experience across channels."