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Cisco Customer Journey Platform Salesforce Edition for Sales and Service Clouds

Build, Manage and Administer your Call Center Natively within Salesforce

Overview

Cisco CJP delivers call center management, administration, routing and reporting from within Salesforce. A complete application that provides administrator, supervisor and agent level integration.

See How Cisco Customer Journey Platform Salesforce Edition for Sales and Service Clouds Works

Open CTI Integration with Agent Screen Pop, Call Controls and Click-to-call
Call Center Build, Administration and Management within Salesforce
Call Center Data, IVR, Routing Rules and Reporting within Salesforce

Cisco CJP goes beyond agent desktop CTI integration. Cisco CJP delivers call center management, administration, routing and reporting from within Salesforce itself. Its customer, call and agent data is integrated into the Salesforce database for unified visibility, reporting and control. It adds IVR and call routing strategies driven by the data in Salesforce. It's easy to implement and cost-effective for a handful of agents and can scale to thousands. Open CTI Integration • Agent Screen Pop • Call Control • Click-to-call Build and Administer in Salesforce • Agents, Teams, Sites • Toll-free Numbers • Queues • Roles • Hours of Operation Manage in Salesforce • IVR Call Flow • Routing Rules ‒ Customer-based Routing using data in Salesforce –matches customers to agents based on need, demographics, status, value, or propensity to buy ‒ Service-level routing –adheres to speed of answer, calls per day or other commitments ‒ Agent-based Routing – Skill-based routing or uses Statistical Performance Analytics to score agents’ past performance and route calls to the best available agent • Reporting • Recording • Monitoring