Integrating Salesforce, the world’s leading CRM platform, with Wildix, a unified communications system, empowers businesses to elevate their customer interactions, streamline operations and effectively manage calls.
- How accurate are your clients notes in your Salesforce client records following a call or conference call?
- How much time does it take your team to update the notes on Salesforce after a call or conference call?
- How long do your Supervisors and Managers spend listening to call recordings hoping to find some meaningful information on how their team members are performing?
Customer experience is often the key differentiator for successful businesses. To stay ahead, companies need seamless communication and robust customer relationship management (CRM) tools. These tools need to be monitored and managed to ensure standards are being met and the customer needs are satisfied.
A CRM system is also only as good as the accurate data that is inputted into it. With our integration between Salesforce and Wildix we can automatically update the Salesforce record of a caller to reflect the exact detail of the call, a summary of the call, including AI driven sentiment analysis and reducing the time a call handler must allow for updating a client record. This can save hours of an employee’s time enabling more calls to be answered or made with less team members.
Sentiment analysis can provide Managers and Supervisors with the capability to target specific key words and phrases with the sentiment, enabling them to be better leaders and manage their team more efficiently instead of going though countless calls just by guess work.
What are the other benefits?
1. Centralised Communication and Customer Data
Salesforce and Wildix integration enables businesses to centralise customer interactions and communication in one platform. This synergy ensures:
- A unified view. Gain complete visibility of customer communication across calls, emails, chats, and video interactions.
- Improved accessibility. Access critical customer information instantly during live calls or meetings.
- Sentiment Analysis. Enabling easier access to communications and reporting on any communication using AI and sentiment analysis and key word and phrases
2. Increased Efficiency and Automation
Automation features simplify time-consuming tasks, allowing teams to focus on delivering value:
- Automatic CRM Update. We can automatically update the Salesforce record with the transcription of a caller to reflect the exact detail of the call, a summary of the call including AI driven sentiment analysis, reducing the time a call handler has to allow for when updating a client record, which can save hours enabling more calls to be answered or made with less team members.
- Click-to-call. Dial numbers directly from Salesforce with a single click, eliminating manual entry errors.
- Automated call logging. Save time with call details automatically recorded in Salesforce for future reference.
- Real-time alerts. Get instant notifications for incoming calls, ensuring prompt responses to customer enquiries.
3. Personalised Customer Interactions
Leverage Salesforce’s extensive customer data combined with Wildix’s communication tools to deliver a personalised experience:
- Context-aware conversations: Equip agents with real-time customer data such as order history and previous interactions to tailor conversations.
- Proactive customer engagement: Identify customer needs and offer solutions before they even ask.
4. Enhanced Team Collaboration
Effective teamwork is crucial for delivering excellent customer service. With Wildix and Salesforce, your teams benefit from:
- Keyword & Sentiment Analysis. Allows Supervisors and Managers to accurately target, monitor and assess their team by setting up keyword and phrase analysis and sentiment analysis, saving having to listen to countless telephone calls.
- Instant messaging and group chats. Collaborate in real-time to resolve issues faster.
- Seamless conference calling. Conduct team meetings directly from Salesforce to coordinate responses and work on the right solutions.
5. Data-Driven Insights and Performance Monitoring
Gain actionable insights to drive business improvements:
- Advanced reporting. Monitor key metrics such as call volume, customer satisfaction, and agent performance.
- Continuous improvement. Use data analytics to identify trends and optimise service strategies.
6. Secure, Scalable, and Reliable
Security and scalability are essential as your business grows:
- Secure communications. Wildix ensures that all communications are encrypted and secure.
- Scalability. As your customer base expands, seamlessly scale up operations without disrupting workflows.
Why Choose Salesforce and Wildix Integration?
- Seamless connectivity – No more toggling between platforms.
- Customer-centric solutions – Deliver consistent, personalised experiences across all touchpoints.
- Operational efficiency – Save time, reduce errors, and empower teams for success.
Are you ready to transform how your business communicates and engages with customers?
Discover the unparalleled benefits of Salesforce and Wildix integration for your business today.
Contact us to learn more.
