Industry: High Tech
Size: Enterprise (19,000 employees)
Location: San Francisco, CA
Use case: Achieve a global contact center footprint with
routing and visibility between contact centers supporting 9 languages
The Results
100%
Inbound Call Recording
9
Languages Supported
Experienced Benefits
Salesforce Contact Center Overview
World-Ready
Serenova’s platform supported the nine different languages Salesforce needed at the start, with the multi-lingual capability to quickly ramp up more languages as new markets came on board.
100% Inbound Call Recording
Serenova enabled Salesforce tremendous visibility with 100% inbound call recording, with a 12 month retention period and instant playback access across all locations from within Salesforce.com’s Service Cloud.
Always-On Reliability
Serenova redundant infrastructure minimizes down time.
Immediate Visibility
Advanced reporting granted visibility into activities, processes, agents, and calls across all customer support centers through a comprehensive, customizable live dashboard.
Agent Routing
Agents were strategically placed around the world to “follow the sun” and ensure customers quick access to the best agent to resolve their needs, on the first call.
Smart Routing
Premier customers are automatically routed to premier support agents. And should any customer support center experience call overflow, calls immediately route to another center that’s underutilized.
Anywhere, Anytime Access
Serenova’s platform runs in the cloud, allowing access by geographically distributed support centers via a single platform.
Happier Customers
Salesforce.com reports positive feedback from customers, who value being addressed by name and proactively asked about open tickets when they call. Caller ID and screen pops identify each caller and bring up the customer record in Service Cloud.
