Connect strengthens Salesforce partnership.

Connect is strengthening its partnership with Salesforce to deliver personalised, context-aware and AI-enabled customer experiences.

In recent months, Connect’s longstanding expertise in the contact centre industry has proven to be a real asset for organisations seeking to integrate Service Cloud into their Amazon or Genesys CCaaS toolset, with a view to place Salesforce data and AI at their agents’ fingertips.

Connect played a crucial role in Simplyhealth’s transformation of its service operation through the adoption of Salesforce and Amazon, partnering with Salesforce implementation partner fluent:cx. This deployment has been instrumental in enabling Simplyhealth’s service advisors to resolve customer queries more efficiently and effectively by providing access to the most appropriate answers, powered by AI.

At the heart of Salesforce integration.

The success and rapid deployment of this project has led to Connect being invited to collaborate with Salesforce on several additional opportunities.

“We’re seeing a definite shift in how businesses are thinking about how they optimise their customer interaction management and overall customer experience,” reflects Jack Godfrey, Global Sales Director at Connect. “Rather than focusing solely on the contact centre functionality, more and more businesses are increasingly prioritising the use of their customer data, seeking ways to inform the optimal CX journey for their customers by leveraging data from their CCaaS platforms in parallel to the system of record i.e. Salesforce. Salesforce Service Cloud is the ideal platform for this approach – and we’re delighted to help organisations deliver the contact management capability they need through it.”

Realising the potential of Service Cloud Voice.

For Salesforce, Connect’s expertise is proving invaluable in realising the potential of Service Cloud Voice.

Connect’s experience in the contact centre domain is unparalleled,

Craig Murray, Regional Vice President, Service Cloud at Salesforce.

“We rely on the Connect team to integrate the different elements of the solution to maximise the potential of Service Cloud. Connect’s existing partnerships with other key Contact centre toolsets in this space, including Amazon Connect, Genesys and fluent:cx, ensures that every element – from workforce management to analytics and reporting, as well as the core contact handling – aligns with our customers’ strategic requirements.”

Moreover, through the innovative Connect360 approach, Connect harnesses data from across a customer service operation to generate actionable recommendations for positive change.

Engaging Salesforce customers to enhance their CX.

Connect is actively seeking more opportunities to help Salesforce customers in exploring how Service Cloud Voice could enhance their customer experience. Organisations interested in learning can email info@weconnect.tech