OmniChannel Case Router
Advanced Case & Lead Routing - Chat, Call, SMS, email
By Ortoo
- Rating
- Not rated yet
- Reviews
- No reviews yet
- Pricing
- Paid
- Listed since
- 2024
About OmniChannel Case Router
The OmniChannel Routing Upgrade - Cases, Leads, Chats, Calls, SMS & more
OmniChannel Case Router is a revolutionary Salesforce application that enhances omni-channel routing and assignment capabilities. Built on the powerful Q-assign platform, it offers intelligent real-time management and routing of customer interactions across multiple channels. Whether handling phone calls, chats, emails, SMS, or social media messages, OmniChannel Case Router ensures that each interaction is directed to the most suitable agent, enhancing customer satisfaction and operational efficiency. With features like dynamic reassignment, priority management, and point-and-click configuration, OmniChannel Case Router is the ultimate solution for businesses seeking to optimize their customer service and sales processes.
BENEFITS
- Improved Customer Satisfaction: Ensures quick and accurate responses to customer inquiries.
- Increased Service Team Performance: Enhances response times and service resolution rates.
- Operational Efficiency: Reduces administrative overhead and streamlines task management.
- Scalability and Customization: Adapts to growing business needs and changing conditions.
www.ortooapps.com
Highlights
- ADVANCED OMNI-CHANNEL ROUTING AND ASSIGNMENT: Utilizes Q-assign's sophisticated routing algorithm to manage and assign customer interactions across various channels.
- DYNAMIC CALL, CHAT & SMS ROUTING: Real-time call distribution based on agent skills, availability, experience, language and other factors. Plus auto-prioritization
- SEAMLESS OMNICHANNEL INTEGRATION: Handles omni-channel interactions across phone, chat, email, SMS and social media for a unified experience.
- CODE-FREE ASSIGNMENT RULES: Deploy advanced, yet simplified, assignment rules which can be managed and updated by managers and admins, reducing the dependence on IT.
- REAL-TIME CALL, CHAT, SMS HANDLING: Omnichannel Case Router seamlessly integrates with Salesforce chat conversations and Amazon Connect and Salesforce Service Cloud Voice for efficient call management.
- DYNAMIC REASSIGNMENT: Automatically reallocates neglected cases or tasks to available agents.
- MULTI-LINGUAL SUPPORT: Ideal for multilingual call centers and diverse customer bases
- CENTRALIZED RULE MANAGEMENT: Empowers managers to configure and manage routing rules via a user-friendly interface, without needing Salesforce Administrators or IT support
- ENHANCED CUSTOMER EXPERIENCE: Connects callers swiftly to the right agents, improving satisfaction
Screenshots
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Pricing
Paid.
For details of our full pricing, including Enterprise pricing and volume price breaks, please email: sales@ortooapps.com
The publisher offers discounts.
Compatibility
- Works with
- Service Cloud
- Revenue Cloud
- Financial Services Cloud
- Requires
- Sales Cloud
- Service Cloud
- Platform Cloud
- Salesforce editions
- Enterprise
- Unlimited
- Developer
- Lightning Experience
- Supported
- Salesforce mobile app
- Supported
- Salesforce security review
- Passed on April 10, 2023
- Industries
- Horizontal Product
- Financial Services
- High Tech
- Languages
- English