Salesforce is an invaluable part of the business infrastructure of many companies. At Talkdesk, we recognize that your contact center solution needs to have a deep integration with Salesforce to help maximize the efficiency of your team.
SICOM’s prior contact center solution lacked basic enterprise features, such as IVR and advanced reporting, which hindered their agents’ ability to quickly and effectively serve customers. A deep integration with Salesforce was a key requirement for Mike Zarzeka, SVP of Information Technology and Sytems at SICOM. The majority of their support, installation and training teams spend most of their time in Salesforce Service Cloud and needed a strong SSO integration. “Whatever agents had to do, I wanted them to be able to do it in Salesforce,” said Zarzeka. He wanted a holistic platform that gave agents what they needed in one place, not one that required separate applications for tools like reporting and analytics.
SICOM chose Talkdesk over Five9 for its data-rich live and real-time reports and dashboards, robust IVR functionality and modern, easy-to-use interface. As a result of SICOM leveraging a cloud-native enterprise contact center platform integrated with Salesforce, callers are routed to the right agent at the right time, and SICOM has increased first call resolution by 17x.
Sign up for CX and call center insights delivered weekly to your inbox.
With the highest-rated CCaaS solution on AppExchange, 4.8 out of 5, it’s clear that our customers trust Talkdesk to help their contact centers be more efficient and agents more productive.
Ready to learn more?