Initial Situation

  • The customer was evaluating cloud contact center solutions.
  • The existing inbound and outbound solution as well as the office telephony was to be replaced by a cloud solution and integrated into the existing Salesforce CRM
    – Approx. 50 employees spread over 2 locations.
  • It should be possible to process two different campaign types automatically via preview dialing.
  • Inbound-Queue should offer customers the possibility to request callbacks from the waiting field optionally.
  • In a future project step, WhatsApp should be able to be integrated.

Approach

  • In a customer workshop the advantages of a cloud-based contact center solution and the resulting benefits of the Genesys Cloud solution were identified.
  • In a further workshop, the customer requirements were recorded, documented and the project was planned.
  • After the basic setup, the implementation was successfully completed together with the customer in an agile project approach.

Genesys Cloud solution with Salesforce integration for sales and customer service

Benefit/Result

  • The customer receives a cloud-based Omnichannel Contact Center platform that can be used regardless of location.
  • Faster, consistent, and transparent inbound and outbound processes made possible by Salesforce integration
  • One system for all employees, contact center and office staff.
  • With the know-how that has been built up in the meantime at the customer and together with Deliberate’s service, the customer can react quickly and flexibly to future changes in requirements.

In Realization / Planning

Erweiterung der bestehenden Lösung um zusätzliche Medien-Routings:

  • E-Mail
  • Facebook Messaging
  • SMS
  • Chat
  • WhatsApp

Your Contact

Markus Lill, +49 (0) 7033 54884 13, m.lill@deliberate-gmbh.de