Salesforce Service Cloud Integration with Cisco Contact Center CTI

Transform Customer Engagement with MT SmartConnect

MT SmartConnect is a cutting-edge communication solution that integrates the Cisco Contact Center with Salesforce Service Cloud Voice Omni-Channel. This integration bridges the gap between customer service and contact center platforms, offering a hybrid voice model that enables automated customer support and personalized interactions. Businesses can now provide faster, more efficient, and smarter customer service.

Key Features of MT SmartConnect

1. Contact Match

Automatically identifies incoming calls and matches them with the existing contacts stored in Salesforce CRM. This provides agents with real-time access to crucial customer details before they even answer the call.

  • How it works: As soon as a customer calls, their information (if available) is displayed to the agent, eliminating the need to manually search for records. This allows agents to offer more personalized service from the moment the call begins.

2. New Contact Creation

When an unknown caller reaches the contact center, MT SmartConnect automatically creates a new contact in Salesforce.

  • Why it’s important: No interaction is missed. This feature ensures that even first-time callers are registered in the system, allowing businesses to grow their contact database effortlessly while maintaining a log of all communications.

3. Click-to-Call

Agents can initiate phone calls directly from the Salesforce platform with just a single click. This feature integrates seamlessly with the agent’s workflow, allowing them to connect with customers more quickly and easily.

  • Benefit: This feature reduces the time spent dialing numbers manually, speeds up the communication process, and increases agent productivity. Agents can engage with customers without leaving their Salesforce interface.

4. Call Transcription

Automatically transcribes every call in real-time, ensuring that all conversations are accurately recorded.

  • Use case: These transcriptions can be used for future reference, training purposes, or even legal documentation. They also allow supervisors to review conversations to ensure quality standards are being maintained.

5. Einstein’s Next Best Action

MT SmartConnect uses Salesforce’s AI tool, Einstein, to deliver smart, data-driven insights during live calls. This AI technology recommends the next best course of action, tailored to each customer interaction.

  • Advantages: Agents are empowered with real-time recommendations based on customer history, preferences, and past interactions. This improves engagement and satisfaction and ultimately drives sales or better support outcomes.

Benefits of Using MT SmartConnect

1. Enhanced Customer Experience

The ability to match incoming calls with existing contacts in Salesforce allows agents to offer more personalized and efficient service. Customers feel valued when agents already have their information and understand their needs.

  • Result: Improved satisfaction rates and increased customer loyalty.

2. Increased Agent Efficiency

Automation tools like Click-to-Call and New Contact Creation enable agents to spend less time on repetitive tasks and more time on providing customer solutions.

  • Effect: Higher productivity, faster issue resolution, and better use of agent time.

3. Accurate Record Keeping

With the real-time Call Transcription feature, every interaction is accurately recorded and saved within Salesforce. These records can be reviewed, analyzed, or used as a reference for future interactions.

  • Why it matters: This creates a reliable data repository for customer interactions, aiding
    in analysis and compliance requirements.

4. Data-Driven Insights

Einstein Next Best Action gives agents the power of AI-driven recommendations during calls. By analyzing customer data and behavior, the AI tool suggests the best course of action, helping to close sales or resolve issues faster.

  • Outcome: Improved decision-making, better engagement with customers, and increased conversion rates.

5. Improved Call Management

The Contact Match feature minimizes the time agents spend looking for customer information, leading to quicker and more efficient call handling.

  • Impact: Faster call resolution times and a smoother customer experience overall.

MT SmartConnect Use Cases

1. Customer Support

MT SmartConnect can automate simple, repetitive customer queries while transferring complex cases to live agents, ensuring a seamless customer support experience.

  • Benefit: It reduces the burden on agents while ensuring that customers with complicated issues still get the personal attention they need.

2. Sales Assistance

Potential customers can get product information through automated responses, and qualified leads can be transferred directly to sales agents for follow-up.

  • Why it works: It helps sales teams identify and nurture leads more effectively by engaging potential customers in real-time.

3. IT Helpdesk

Pre-programmed solutions can resolve common IT issues, while more complex technical issues are routed to specialized support teams.

  • Advantage: The IT team can focus on critical issues without being overloaded with basic troubleshooting calls.

Technical Specifications

1. Integration:

MT SmartConnect is fully compatible with Salesforce CRM, which means it works smoothly with the Salesforce platform without any additional setup. All customer data from Salesforce is directly connected to your phone systems (Cisco Contact Center), making it easier to handle calls, manage contacts, and provide better service.

  • Why this matters: Since Salesforce is one of the most widely used CRM systems, businesses that already use Salesforce will not need to invest in additional software or complex configurations. MT SmartConnect integrates seamlessly, allowing agents to handle calls and customer data within a single platform.

2. Compatibility:

MT SmartConnect is compatible With Cisco Contact Center UCCX 12.x, UCCE 12.x, PCCE 12.x, Webex Contact Center for Service Cloud Voice.

3. Communication Channels:

MT SmartConnect allows communication across three primary channels: Phone, SMS (Text Messages), and Email.

  • Phone: Agents can make and receive phone calls directly from the Salesforce platform.
  • SMS: Customers can send and receive text messages as part of their support interaction.
  • Email: MT SmartConnect also supports email communication, so all customer inquiries—whether they come from phone, text, or email—are handled within the same system.
  • Why this matters: By offering multiple channels, your business can meet customers wherever they prefer to communicate, whether it’s over the phone, through texts, or via email. This gives you greater flexibility in managing customer relationships.

4. AI Technology:

MT SmartConnect is powered by Artificial Intelligence (AI), specifically Natural Language Processing (NLP) and AI-driven recommendations. NLP enables the system to understand and process spoken or written language in real-time, making it possible to analyze customer conversations, identify common issues, and even predict customer needs.

  • Natural Language Processing (NLP): This technology understands human language, enabling the system to interpret the intent behind what customers are saying, whether during phone calls or through text.
  • AI Recommendations: The AI feature provides live, data-driven recommendations to agents based on ongoing conversations, helping them respond faster and more accurately.
  • Why this matters: With AI and NLP, MT SmartConnect can go beyond basic communication. It learns from each interaction to offer smarter, more personalized customer service and can even suggest what agents should do next, which speeds up problem-solving.

5. Customization:

MT SmartConnect allows businesses to set up Configurable AI workflows and automated responses tailored to their specific needs. This means you can create custom workflows that align with your business processes.

  • Customizable AI Workflows: These workflows determine how calls and customer inquiries are routed, responded to, and escalated. For instance, routine queries might be answered by an AI, while more complex issues can be sent to a human agent.
  • Automated Responses: The system can be set up to automatically answer common questions or route calls to the right department without any human intervention.
  • Why this matters: Every business operates differently, and MT SmartConnect allows you to customize the system to fit your exact needs. This reduces agent’s manual effort and ensures that customers are handled efficiently.

6. Security:

MT SmartConnect is built with end-to-end encryption and Secure API Access to protect all communications and customer data. End-to-end encryption ensures that all phone calls, messages, and emails are fully secured and cannot be intercepted by unauthorized parties. Secure API Access guarantees that only authorized applications can connect to Salesforce.

  • End-to-End Encryption: This means that your customer data and communications are protected from the moment they are sent to the moment they are received. Only you and the customer can access the information.
  • Secure API Access: API stands for Application Programming Interface, which is how different systems communicate with each other. With secure access, only approved applications and devices can connect to Salesforce and the MT SmartConnect platform.
  • Why this matters: Security is critical for protecting sensitive customer information and complying with regulations like GDPR (General Data Protection Regulation) and CCPA (California Consumer Privacy Act). With MT SmartConnect, you can be confident that all customer data and communications are safe.

Why Choose MT SmartConnect?

MT SmartConnect offers seamless integration between Salesforce Service Cloud and Cisco Contact Center CTI, transforming the way businesses interact with customers. This solution enhances communication, automates routine tasks, and provides agents with the tools they need to deliver personalized and effective customer support. By centralizing customer data and leveraging AI insights, businesses can significantly improve operational efficiency and customer satisfaction.