Equip your reps to make calls effortlessly via a dial pad, copy-paste, or a simple click-to-call function. This integrated approach not only increases your team's efficiency and reduces misdials, but also captures all call activity. With this data, you can better analyze and optimize your outreach strategies, leading to more effective sales engagement and an improved customer experience.
Where: This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions with the Agentforce Contact Center add-on.
Who: To work with customers on the phone, you need the Agentforce Contact Center Rep (Salesforce Voice) or Agentforce Contact Center Supervisor (Salesforce Voice) permission set.
How: To work with customers on the phone, use the Omni-Channel utility from the Service Console.