Connect is a dialing system integrated with Salesforce CRM. The system provides agents with configurable lists of customers and the customers' details, and can dial the customer without manual input from the agent.
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When you have created a Dial List, assign the list to one or more agents. When the an assigned agent , or agents, is ready, the dialer calls the customer—automatically or at the click of a requests their next call, Connect assigns the next available Dial Entry to that agent. Connect then calls the customer that the Dial Entry relates to—automatically or when the agent clicks the Dial button—on behalf of the agent, connecting the agent and the customer.
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New features
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in Connect
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- No on-site dialing equipment.
- Two dialing modes:
- Preview—When an agent indicates that they are ready to take a call, the agent can see the details for the next customer in their Dial List. The agent can prepare for the call, initiating the call when they are ready.
- Automatic—When an agent indicates that they are ready to take a call, the dialer automatically dials the customer's number. The agent can see the customer's details during the call.
- Various ways to create Dial Lists.
- Automatic distribution of customer details
- Online real-time reporting
- Call recording
- Dialer and customer data are co-located in Salesforce
Benefits for agents
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version 3
- Connect is now available as home page and console components, so you no longer have to leave your preferred Salesforce home page to use Connect. For information about configuring the components, see Adding Connect to your home page and Adding Connect to Service Cloud. For information about using the new components, see Making calls using Connect.
- Connect is fully compatible with new ContactWorld features, such as call logging in task records. For information about configuring and using call logging in Connect, see Configuring disposition codes (call actions) and Adding notes during a call in Connect.
- You can now use Connect in Salesforce Console. For information about configuring and using Connect in Salesforce console, see Adding Connect to Service Cloud and Using Connect in Service Cloud.
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