Delivering Unified Customer Communications
The Zultys Salesforce.com Communicator integrates directly with the Zultys Unified Communications system through a call control panel that appears in the sidebar of every Salesforce.com page. This calling feature is activated within the Salesforce.com application to unify voice and data functions for an agent within a collaborative communications environment.
Agents can click on icons to dial and answer calls from the desktop, put callers on hold, and transfer calls. Agents can write notes during live phone calls, attach comments to a call log or associate a record with a call by navigating to the record and then selecting it. If a call is transferred, the contact record and any new call notes will appear as a screen pop on the screen of the receiving party, facilitating real-time collaboration for speedier customer service, improved prospect targeting and call resolution.
Users can also customize their screen page layout by adding, removing or changing the order of the fields or the records displayed to match their work flow. The call control tool also provides convenient “My Calls Today” and “Last Call” displays that let users quickly and conveniently review their activities.