3 Questions to Help Find The Best Call Center Software for Salesforce

Your company has a call center, and it’s time to shop for a new call center software. But your company also uses Salesforce, and the new software needs to integrate with Salesforce.

In this video, I cover 3 questions to help your company find the best call center software for Salesforce.

Want my recommendations on the best call center software vendors? Click the button below and ask me today.

About Me

Mike Smith has been helping companies select the best telecom, WAN, security, and cloud services since 1999. He founded AeroCom in 2003, and has been the recipient of numerous business telecommunications industry awards, including being recognized as one of the top 40 business people in tech-heavy Orange County, CA. Follow Mike on YouTube, LinkedIn, Reddit and SpiceWorks.

Transcript

Your company has a call center, and it’s that time where you have to look into new call center software. But your company also uses Salesforce quite a bit, and you want to make sure whatever software you guys purchase for the call center integrates really well with Salesforce moving forward. Well, Salesforce integration means a lot of different things. So my name’s Mike Smith. I’m the president of Aerocom. Let’s put our heads together on this one.

My Recommendation

But first, if you’d like a shortcut, if you’d like to know the best course center software your company should be quoting. Reach out, send me an email or give me a call (714.593.0011). Give me a call. I will help your company make a lot better decision in a fraction of the time. And how do I do that? Well, I’m a broker for all the major cloud call center software solutions out there. And I’ve been doing this for over 20 years. And using me to help you don’t doesn’t cost you a thing. So there’s no excuse not to at least reach out and get my opinion on this stuff. It’s the reason why I do these videos. If you’re able to get something from the video, it’s a nice way to say thank you. Just reach out and ask me for a quote. So more information on that at the end of the video. Also, don’t forget to hit the subscribe button so you don’t miss any of my weekly videos that I put out. And as always, go visit our website. Aerocominc.com Take a look at it. I guarantee you’ve not seen a website like that in this industry. You can read all types of information on all kinds of different providers. You can filter providers by feature, You can watch videos on the service providers, you can read reviews, you can write reviews, all kinds of cool stuff. So go check it out.

Salesforce call Center Integration

Okay, so Salesforce integration with your call center software, there’s a lot of questions you need to ask yourself internally about this because call center software vendors all do different things with Salesforce integration. There’s not any such thing as we integrate with Salesforce. And then that means they do every single feature that is possible when it comes to integration. Every vendor is a little different in terms of their integrations. So that means you really need to determine what are the most important integration features your company needs. So there’s a lot of questions that comes with that, but three questions that are really big that you definitely need to ask yourself about the integration or what your desire is for the integration is

Q1. Which communication channels?

number one, what communication channels does your company want to integrate with Salesforce? Meaning that do you want to just do phone calls integrated with Salesforce, or do you also want to include the other channels such as webchat or SMS, text messaging or email or social media? So are your is your company using those communication channels today? And do you also want to integrate those into Salesforce as well with your call center software?

Q2. Embedded inside Salesforce?

The second question is do you want your call center software app to be embedded inside of Salesforce or do you not care? And it’s fine if you use a separate app for your call center software. So are your agents okay with using a separate app and toggling between the two or maybe having a floating app for the call center software, you know, small, little rectangular app that’s kind of floating on the screen on top of the Salesforce app? Is that fine or do you want it embedded inside the Salesforce app preference thing, efficiency thing? Is this a big deal to you?

Q3. Einstein AI

And the third question it’s kind of a big one recently is does your company want to utilize the Einstein AI functionality inside Salesforce and have the call center software integrate with that? And if so, which Einstein features does your company want to use, such as next best action or customer sentiment, things like that. So definitely something to think about. The Einstein functionality. Is your company using it today or do you want to use it in the near future? And if so, which features are most important to your organization in terms of Einstein that your call center software is going to have to feed into because different vendors integrate with Einstein functionality differently. Some can do different things, some can’t. So definitely need to know that up front.

Still confused? Reach out and contact me

Okay, well, there’s probably 20 more questions that you need to ask yourself when it comes to integrating your call center software with Salesforce. So if you are interested in that and you have these insights call center, reach out and contact me. That’s where I can help you.

We can have a lot more time where I can ask you more questions on your company’s requirements for the call center, and I can make sure that you’re quoting the exact right vendor that’ll fit your organization. So reach out, send me an email or give me a call (714.593.0011). I’m a broker for all the major vendors out there. I’ve been doing this over 20 years, so I know the landscape inside and out and I can definitely help you find the right vendors quickly and help you make a lot better decision in a fraction of the time. And I love talking about this stuff. So the service providers actually pay me my broker fees so you don’t have to pay me a dime. And so there’s really no excuse not to at least reach out and see what I have to say. Okay, we’ll talk again. Don’t forget to subscribe to the channel so you don’t miss any. My weekly videos that I put out. Also go visit our website Aerocominc.com and if you like the video hey hit the like button. Leave me a comment down below. I’d love to hear from you. Thanks again for watching and I’ll catch you on the next one.