Use case: Achieve a global contact center footprint with routing and visibility between contact centers supporting 9 languages
As Salesforce.com grew, its customer support organization needed better visibility across all of their global support centers. But geographically distributed customer support centers and a fast-growing customer base placed additional demands on infrastructure that impacted reliability. They needed a robust, integrated, skills-based routing capability across all customer support locations, so calls reach the best agent right away. The platform also had to support nine languages, and growing.
Salesforce.com deployed the cloud-based Serenova Platform and Serenova Applications across all their global customer support centers. The Salesforce call center setup with Serenova includes support for 9 languages, multiple global locations, and 100% inbound call recording, with 12 months of recording retention.
Salesforce Call Center Overview
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.
Serenova redundant infrastructure minimizes down time.
Advanced reporting granted visibility into activities, processes, agents, and calls across all customer support centers through a comprehensive, customizable live dashboard.
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.
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.
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.