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Voice Connectors for Einstein Conversation Insights

Get the most out of every customer interaction

Overview

Einstein Conversation Insights surfaces key moments in your sales conversations. Reps can access calls in SF. Managers can quickly zoom in to important parts of the conversation to listen for customer feedback, objections, competitor mentions and more

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See How Voice Connectors for Einstein Conversation Insights Works

  • Using the ECI Voice Connectors package, customers can connect RingCentral, Dialpad, Amazon Connect and Aircall without having to invest any development time in integrating with the ECI API.

  • Now it’s easier than ever to get the sales insights you need to build successful selling and enablement strategies. All based on trending topics and customer signals pulled from every conversation.

  • Scale best practices. Identify a rep’s strengths and areas for improvement, so you can skill up your reps and close more deals, fast. Share best-in-class conversations with teams to accelerate onboarding, enablement, and continued success.

Using the ECI Voice Connectors package, customers can connect their voice data sources without having to invest any development time in integrating with the ECI API. The proposed solution is independent of what CTI providers currently offer for Salesforce integration and does not rely on their data or behavior.. Recordings from third-party telephony providers are duplicated and stored in the Salesforce Platform. These recordings are not counted against customers’ data storage limits. Because trust is paramount, we leverage our Customer 360 Truth Platform to securely store the recordings and control who has access to them. Customers can choose how long they would like to store these recordings by working with Salesforce Customer Support. The default time period is two years. The details of each call and its recording file are stored in the voice call record, which is a standard object in Salesforce. Administrators can manually delete a voice call record from the voice call record details page. This deletes all relevant data associated with the call across our technology stack. Administrators can also access voice call records through a list view or custom report.

Categories

Business Needs
Sales
Sales Intelligence
Industries
Horizontal Product
Personas
Sales Representative / Manager
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.
Multiple Currencies
Supports Salesforce orgs that use Multiple Currencies.
Person Accounts
Supports Salesforce orgs that use Person Accounts.
Salesforce Shield
Supports Salesforce orgs that use Shield.
Managed Package
This product is installed in your Salesforce org as a managed package and receives automatic upgrades.
Lightning App Builder
Ready to use in the Salesforce Lightning App Builder.
Salesforce Mobile
Supports Salesforce for iOS and Android.
No Limits
Lightning Ready
Multiple Currencies
Person Accounts
Salesforce Shield
Managed Package
Lightning App Builder
Salesforce Mobile

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