Connect is a dialing system integrated with Salesforce. The system provides agents with configurable lists of customers and the customers' details, and can dial the customer without manual input from the agent.
Connect collates customer data—contacts, leads, and so on—stored in Salesforce that you can then use to generate Dial Lists. You can sort and filter customer data in numerous ways, enabling you to prioritize customers, leads, or areas of business.
When you have created a Dial List, assign the list to one or more agents. When an assigned agent 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.
New features in Connect
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Using Connect, supervisors can define dial lists that filter and sort customer data in Salesforce. These dial lists identify the customers that agents need to call. Connect also enables supervisors to create dial lists from standard Salesforce tools such as reports. Supervisors can assign the lists to one or more agents who can make the calls. Connect then uses the lists to provide agents with individual customer's details. The agent uses Connect to make a call to the customer, with or without reviewing the details first.
What happens when an agent uses Connect to make a call?
When an agent uses Connect to make a call, Connect pops the corresponding Salesforce record in the agent's browser window. The agent can add information about the call in the Log a Call area in the usual way. At the end of the call, Connect performs one of the following actions:
Except when the call relates to a task record, Connect creates a new task record in which to log call details. This task record is related to the original Salesforce record unless the agent manually links the call to a different record.
When the call relates to a task record, Connect logs the call details in the existing task record. Connect appends "Outbound call to telephone number" to the subject of the task record.
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| If you have enabled Click to dial in Connect, Connect also logs calls initiated using Click to dial from the popped Salesforce record. Connect acknowledges the calls as Connect calls, marking the corresponding call in the Dial List as complete. For more information, see Making calls using Connect. |
For information about logging and linking calls to records, see Logging a call during the call.
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