Salesforce Integration

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Consolidated, complete agent desktop for fast, personalized service

CXone Agent for Salesforce adds a global carrier-grade voice channel and intelligent routing engine to Salesforce digital customer interaction channels—including omnichannel elevation/combination across channels. Adding CXone intelligent routing of digital channels improves the customer experience through skills-based routing—that combines agent proficiency with customer attributes from Salesforce—to find the best customer service resource for each interaction, enabling faster resolution of customer requests, fewer transfers, and options to provide higher levels of service to premium customers. In addition, CXone Agent for Salesforce extends the Salesforce Console with embedded workforce engagement (WEM) capabilities for agent scheduling, coaching and quality management. Deploy your integration in hours and scale it as your business needs evolve.

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every interaction with holistic customer view

agent efficiency with unified agent desktop that includes WEM

customers to the right agent, on the right channel, right away

decision making with unified reporting

agility with pre-built integration and native-Lightning interface

CXone Agent for Salesforce Benefits

Personalize every Interaction

Empower agents with a 360-degree view of the customer, including insights into previous interactions, regardless of channel.

Synchronize interaction data and history
Give agents insight into the customer's journey
Tie back to voice call recordings
Save and add comments to customer records

Increase agent productivity

Consolidate agent console in familiar Salesforce UI for unified omnichannel interaction handling, customer profile and cases (CRM) and agent scheduling, coaching and performance (WEM)—reducing agent effort and interaction handling times.

Provide agents a unified agent desktop
Manage all voice and digital interactions natively in the Salesforce interface
Connect Salesforce digital channels to the best-suited agent using CXone skills-based routing for faster resolution
Empower agents to manage their schedules, coaching sessions and performance within Salesforce console

Connect customers

Ensure every call or digital contact is intelligently routed to the best available agent, based on agent skills and proficiency, plus customer profile, and support fluid elevation between channels as needed.

Ensure customers are routed to the most qualified agent
Elevate Salesforce digital channels to voice, other digital channels in one click
Integrate self-service, automated workflows with your CRM
Leverage customer data to optimize voice and digital interaction routing

Improve decision making

Combine the wealth of customer information from both your contact center and Salesforce system so agents can gain advanced insight into each customer journey.

Improve the scope, quality and accuracy of customer data through automatic synchronization
Enable agents with holistic customer data so they can determine the next best action
Make more informed decisions across every aspect of your business

Accelerate operational agility

Deploy an integrated, Lightning-optimized solution in hours, not days or weeks, and apply newly developed functionality when it suits your schedule.

Quickly deploy and Flexibly scale and quickly deploy agents and functionality as needed
Native-Lightning interface accelerates agent training and ramp-up time
Eliminate costs of custom integrations
CXone and CXone Agent for Salesforce are FedRAMP authorized

Contact Center Packages for Salesforce

Take your Salesforce CRM to the next level. CXone Packages add global, carrier-grade voice and an intelligent routing engine to native Salesforce digital channels allowing customers to connect to the right agent using their preferred channel of choice. In addition, CXone Packages extend your Salesforce desktop agent with fully integrated quality management, workforce management, interaction analytics and customer feedback applications empowering agents to deliver the very best customer experiences.

View Packages for Salesforce