Salesforce Omni-Channel has been around for about 3 years now! On one hand that seems like such a short time, and on the other it seems like a long time because Salesforce Omni-Channel has come a long way in the 12 releases since it was first introduced in the summer of 2015. This post will cover the new Omni-Channel features in the Salesforce Spring ’19 release. But before we do that, I’d like to take a quick trip down memory lane:
Omni-Channel became generally available in the Salesforce Winter ’16 release. In subsequent releases, features such as work reassignment after time out, agent dispositions when declining work and tracking the agent’s work time were delivered. Subsequent releases included the ability to route chats through Omni-Channel and a Supervisor Console to see Agent status, which included a real-time view of the items each agent is working. More recently, we’ve seen Omni-Channel brought into Lightning (Winter ’18) and the introduction of Omni-Channel APIs. These APIs have enabled phone calls to be routed and prioritized against other channels like chat and email.
Spring ’19 brings even more excitement for Omni-Channel! With the introduction of the Contact Request object, customers can request a call back from a digital channel like your website, a customer community or even from an Einstein Bot. Community Cloud released a standard Contact Request component that you can add to your community. You can also build something similar with custom code to leverage the new Contact Request object on your website.
In modern contact centers, Contact Requests can be integrated with Live Agent and Einstein Bots to create an exceptional customer experience. Picture a customer starting an interaction with a Bot from a corporate website. If the customer isn’t getting what they need from a Bot they can escalate their request to a real-time channel such as chat or phone. If the customer requests a call back you can also have the bot collect the preferred time for the call back.
A contact request can be routed through Salesforce Omni-Channel to the next free agent or at the time of the scheduled call back. For scheduled call backs, Salesforce waits to route the request and accounts for the current average hold time for the skill group to which it is being routed. The agent is then routed the Contact Request and can accept the Contact Request, dial out and pop a new case all in one click. InGenius Connector Enterprise for Salesforce enables this seamless and efficient agent workflow. Most importantly, the agent has the entire bot chat transcript history in front of them. The customer doesn’t need to repeat any information shared with the chatbot.
Say goodbye to hold music and hello to a great customer experience with InGenius and Salesforce Omni-Channel in Spring ’19!