InGenius provides support for screen pop to Lightning Flow and Omni-Channel Lightning
San Francisco, Dreamforce 2018, Booth 1821 – September 24, 2018 – InGenius®, a provider of advanced CTI software solutions for intelligent blending of voice and digital channels, announced new InGenius Connector Enterprise functionality for Salesforce customers: screen pop to Lightning Flow integration and Omni-Channel support in Lightning.
InGenius Connector Enterprise, a 5-star app available on Salesforce AppExchange, is a computer telephony integration (CTI) solution that connects Asterisk, Avaya, Cisco and Mitel phone systems directly into Salesforce. With features such as call pops, click-to-call, automated call logging, CRM screen transfer and call reporting, phone agents achieve improved productivity and higher customer satisfaction.
Pop-to-flow is a new standard integration for InGenius Connector Enterprise that launches a Lightning Flow when an incoming call is received. Using qualifying questions in the interactive voice response (IVR) system, InGenius pop-to-flow automatically directs callers through workflows, such as an authentication process, a new account creation questionnaire or other customized scenarios. This automation reduces steps for contact center representatives.
Salesforce Omni-Channel in Lightning with InGenius blended agent allows agents to use multiple channels including voice, email and chat concurrently, all within the powerful Lightning user interface. This provides an omni-channel experience to customers and reduces siloed data within organizations.
“It’s our mission to empower enterprises to enhance their customer relationships, while simultaneously maximizing their contact center efficiency,” said Dale Gantous, CEO of InGenius. “The number of positive accolades and AppExchange reviews we’ve received from our customers gives us confidence that we’re continuing to hit that mark.”
InGenius will be at Dreamforce 2018 exhibiting in booth 1821 in the Customer Success Expo and kiosk 7 in the Service Lodge. Attendees can see live demonstrations of InGenius Connector Enterprise, including Omni-Channel for Lightning and advanced productivity features. InGenius CEO Dale Gantous will also be speaking on successfully blending Omni-Channel and Open CTI, in the Service Lodge Theater with Justin Glass, Chief Digital Office at United Wholesale Mortgage, on September 26 at 3:30pm. To learn more about the InGenius solution for Salesforce, see https://www.ingenius.com/integrations/salesforce/.
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InGenius® easily adapts to unique contact center needs with advanced computer telephony integration (CTI). As a CTI innovator, InGenius connects existing telephone systems into leading CRMs with maximum flexibility, for world-class customer experiences. Backed by reliable expertise and superior customer care, InGenius helps contact centers increase productivity and customer satisfaction. Visit ingenius.com for more information.
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