Skylight for Salesforce

Combining the power of contact center and CRM in one unified agent workspace.

The CxEngage Skylight for Salesforce contact center interface

Salesforce Agent Experience

Easy to use and respond across multiple channels

With Skylight for Salesforce, your agents gain the ability to respond to customers in any channel - or pivot seamlessly from one channel to another as needed to improve the customer experience. Whether it’s a phone call, email, chat session, SMS, or Facebook message, the interaction panels in Skylight are integrated within your Salesforce user experience, making it easy-to-use and faster to respond without having to switch between different applications.

Customer information, front and center

Skylight is engineered specifically for today’s omnichannel contact center agent. Skylight puts the customer profile front and center, with the most critical and current information in clear view. The agent can then drill-down easily for more details – since all of the customer’s interaction history, across every channel, is there in one place.

Built for speed and accuracy

With Skylight, your agents spend less time and need fewer clicks to complete the most common functions. Plus, agents can take advantage of messaging templates and scripts to ensure consistent quality, and ultimately deliver 360 degrees of customer satisfaction.

Brighter Interactions

Integrated Agent Workspace

Maximize agent efficiency with multi-channel engagement, global call controls, statistics, scripting, and metrics -all in a single unified desktop interface

Simplified Interaction Controls

Click-to-dial, dial pad, and directory-led transfer in a clean and intuitive interface so agents can focus more on the customer and less on the tool

Seamless Omnichannel Support

Agents can support multiple interaction sources within the same interface based on capacity rules determined for each agent

Our Salesforce-integrated contact center interface

Brighter Insights

Customer Journey Mapping

Full visibility within Salesforce into historical interactions including call recordings and chat transcripts

Guided Interactions

Improve first call resolution and accelerate agent proficiency with scripting and messaging templates

Increased Efficiency

Decreasing handle time with a unified tool set, quick data access, and automated data sharing between Salesforce and your contact center means you require fewer agents to handle the same amount of communications.

The chat interface in our Salesforce contact center environment

Brighter Outcomes

Monitoring

Customizable agent metrics built right into the Skylight footer for real-time feedback

Fewer Tools

With your contact center embedded inside Salesforce, your agents can work from a single interface to address customer expectations rather than constantly switching between applications.

True Cloud Advantage

Having zero infrastructure footprint for both CRM and contact center reduces your operational costs and keeps you focused on what you do best.

The active call interface in Skylight for Salesforce

Serenova and Salesforce

Delivering brighter agent and customer experiences