ContactWorld Connect (CW 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.
CW 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 the assigned agent, or agents, is ready, the dialer calls the customer—automatically or at the click of a button—on behalf of the agent, connecting the agent and the customer.
Key features of CW Connect
- 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
- Customer data and CW Connect are integrated—agents do not need to log in to multiple systems
- Single-screen view of upcoming calls
- Agent control of dialing pace
- On-screen call control
- Call hold, call transfer, and call consult options
- Several next action call outcomes
- Easy addition of call notes to customer details in Salesforce—no need to open multiple tabs
- Agents are provided with information about customers, including previous contact history
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