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OmniChannel Case Router: Advanced Case & Lead Routing - Chat, Call, SMS, email

The OmniChannel Routing Upgrade - Cases, Leads, Chats, Calls, SMS & more

Overview

Advanced OmniChannel case routing / assignment. Advanced chat, call, SMS and routing. Enhances Omni-Channel contact center, call center & customer service operations. CTI integration for Amazon Connect, Service Cloud Voice, and more.

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See How OmniChannel Case Router: Advanced Case & Lead Routing - Chat, Call, SMS, email Works

  • ADVANCED OMNI-CHANNEL ROUTING AND ASSIGNMENT: Utilizes Q-assign's sophisticated routing algorithm to manage and assign customer interactions across various channels.

  • DYNAMIC CALL, CHAT & SMS ROUTING: Real-time call distribution based on agent skills, availability, experience, language and other factors. Plus auto-prioritization

  • SEAMLESS OMNICHANNEL INTEGRATION: Handles omni-channel interactions across phone, chat, email, SMS and social media for a unified experience.

  • CODE-FREE ASSIGNMENT RULES: Deploy advanced, yet simplified, assignment rules which can be managed and updated by managers and admins, reducing the dependence on IT.

  • REAL-TIME CALL, CHAT, SMS HANDLING: Omnichannel Case Router seamlessly integrates with Salesforce chat conversations and Amazon Connect and Salesforce Service Cloud Voice for efficient call management.

  • DYNAMIC REASSIGNMENT: Automatically reallocates neglected cases or tasks to available agents.

  • MULTI-LINGUAL SUPPORT: Ideal for multilingual call centers and diverse customer bases

  • CENTRALIZED RULE MANAGEMENT: Empowers managers to configure and manage routing rules via a user-friendly interface, without needing Salesforce Administrators or IT support

  • ENHANCED CUSTOMER EXPERIENCE: Connects callers swiftly to the right agents, improving satisfaction

OmniChannel Case Router is a revolutionary Salesforce application that enhances omni-channel routing and assignment capabilities. Built on the powerful Q-assign platform, it offers intelligent real-time management and routing of customer interactions across multiple channels. Whether handling phone calls, chats, emails, SMS, or social media messages, OmniChannel Case Router ensures that each interaction is directed to the most suitable agent, enhancing customer satisfaction and operational efficiency. With features like dynamic reassignment, priority management, and point-and-click configuration, OmniChannel Case Router is the ultimate solution for businesses seeking to optimize their customer service and sales processes. BENEFITS - Improved Customer Satisfaction: Ensures quick and accurate responses to customer inquiries. - Increased Service Team Performance: Enhances response times and service resolution rates. - Operational Efficiency: Reduces administrative overhead and streamlines task management. - Scalability and Customization: Adapts to growing business needs and changing conditions. www.ortooapps.com

Categories

Business Needs
Productivity
Customer Service
Agent Productivity
Industries
Horizontal Product
Financial Services
High Tech
Personas
Administrator
Business Operations Manager
Service Agent / Supervisor
Features
No Limits
This product's apps, tabs, and objects don't count against your Salesforce org limits. Learn More in Help
Lightning Ready
Optimized for Salesforce orgs that use Lightning Ready.
Managed Package
This product is installed in your Salesforce org as a managed package and receives automatic upgrades.
Salesforce Mobile
Supports Salesforce for iOS and Android.
No Limits
Lightning Ready
Managed Package
Salesforce Mobile

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