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Aircall Omni-Channel Capabilities Now Available in Salesforce Service Cloud


Aircall Omni-Channel Capabilities Now Available in Salesforce Service Cloud

This additional functionality lets Salesforce users transition easily between voice and other communication channels in Service Cloud

PR Newswire

NEW YORK, Aug. 28, 2018 /PRNewswire/ -- Aircall, the SaaS platform poised to reinvent the business phone, today announced a new functionality that enables Salesforce Service Cloud customers to add Aircall voice components to their Omni-Channel Routing System. This functionality will enable support agents to better serve customers by letting them easily switch between communication channels.

The Omni-Channel Routing system makes it simple for agents to effortlessly switch channels, letting them focus on what is most important—helping the customer. When an agent picks up a call, their Omni-Channel status is automatically switched to 'in call' and will pause requests on other channels such as Live Agent chat. Similarly, when an agent is assisting a customer on Live Agent Chat, Aircall will switch to unavailable, and the call will be pushed to the next available agent. All rules within the system are customizable for the user organization directly from the Aircall dashboard, and with the Aircall integration, calls and call recordings are automatically logged directly into Salesforce.

"Service expectations have changed in the last ten years. Customers expect instant communication regardless of which channel they use or prefer," said Olivier Pailhes, CEO of Aircall. "Integrating Salesforce Omni-Channel Routing with Aircall's phone system was a natural next step. We're pleased to offer this tool to Service Cloud users in the U.S."

In order to activate this new functionality—available to both new and existing users—support agents can request activation either from their account managers or directly from the Aircall support team. Users must have an Aircall Enterprise plan and use Salesforce Service Cloud, with Omni-Channel Routing activated. Support team managers will have access to an Omni-Channel Supervisor view that will give them live access to the agents' statuses on the different queues and to change them if necessary.

Through this integration, Aircall is creating an efficient system for sales and support teams to manage their customer interactions and optimize workflows across multiple communication channels. Aircall's voice capabilities are available in both the Classic and Lightning versions of Salesforce Service Cloud.

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About Aircall
Aircall empowers teams with a phone system specifically built for modern businesses. With zero hardware to manage, dozens of integration options to explore, and the ability to add local numbers in more than 40 countries. Aircall is a powerful communication tool that can be fully set up in minutes. For more information please visit:

Media Contact:
North 6th Agency for Aircall
212-334-9753, ext. 101

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