PRESS RELEASE: InGenius® a global leader in computer telephony integration solutions for leading CRMs announced that the newest version of their flagship product, InGenius Connector Enterprise 4.0 will be one of the first CTI companies’ to support voice in the Salesforce Omni-Channel.
InGenius Connector Enterprise 4.0 will work with the Salesforce Omni-Channel feature to increase agent productivity for blended agents who handle other channels during breaks in voice activity. The InGenius integration stops Omni-Channel work items from being pushed to an agent on a call so that the agent can focus on the customer voice interaction. When agents are not on a call, InGenius notifies the Salesforce Service Cloud Platform, so that work can be pushed to the agent via the Omni-Channel feature.
“We are excited to be one of the first to provide telephony support for the Salesforce Omni-Channel feature. Customers increasingly expect to receive service on the channel they choose, which might be voice, email, SMS/text, web, mobile or social media. Being able to provide the customer with a smooth experience across any channel only increases customer satisfaction and loyalty,” said Dale Gantous, CEO, InGenius. “With this release, we continue our mission of helping call centers provide exceptional customer experiences and value to their end customers.”
“At Salesforce, our focus is on customer success and providing a world-class service experience for our customers,” said Larry Robinson, senior vice president of product, Service Cloud, Salesforce. “InGenius continues to innovate with Salesforce to ensure that telephony integrated into Salesforce Service Cloud supports the stringent requirements of modern call centers and provides customers with a seamless experience across channels.”
InGenius has been building telephony and CTI products since 2003 and was one of the first companies to release a product based on Salesforce Open CTI protocol.