Connect Eloquant to your Salesforce CRM

Reduce the number of clicks required and automate certain actions for your agents. The main features of the Eloquant & Salesforce integration are:

• Automatic contact synchronisation: The directory of Eloquant’s contact centre and the CRM are automatically synchronised.
• Caller record display: the CRM record of the caller is automatically presented to the agent during the call. Customer data, as well as details about the call (dialled number, reason for call…), appear on the screen. This allows the agent to review the information (call history, emails sent…) before starting the conversation and avoids the need to ask the caller for their customer code or the reason for their call. At the end of the conversation, the agent can enter a comment, which will be archived with the call history in the customer’s record.
• Automatic dialling (click to call): enables an agent to make a call by simply clicking on a phone number in a contact record. No need to switch between different screens or applications; everything is done in one place.
• Scheduling and recording of calls and actions: This includes features like web callback (allowing agents to schedule calls via a web page, a callbot…), as well as native task management functions within the CRM.
• Automatic recording of all interactions in Salesforce records: with the call date, reason, campaign… it is possible to record a summary of the conversation in Salesforce (which can be edited by the agent) to reduce processing time, while also enriching the records with a summary of the exchange, actions to be taken by the company, and agreed-upon actions. The audio recording of the conversation can also be archived.
• Automation of actions and processes: Such as creating a callback request when a customer gives a low rating in a satisfaction survey…

Consult your dashboards and reports using Salesforce’s reporting tools, either by separately analysing call data (duration, types of calls, calls per agent, etc.), or in a unified manner by combining CRM data with call data (time spent per agent and satisfaction measurements, calls for specific requests, etc.).

Two integration modes are available:

• CTI integration in Salesforce: Your teams have access to a dialler to make or receive calls, add comments, associate the call with a campaign… This mode is ideal for teams that use Salesforce as their primary tool.
• Salesforce integration into the Eloquant solution: Particularly recommended for teams that want to use a contact centre tool designed to handle large volumes of customer interactions.

You can also review the experience of Rossignol, who connected Eloquant’s contact centre solution with Salesforce to improve team efficiency, especially during seasonal call peaks.

Eloquant’s Salesforce CRM connector integrates directly with your Salesforce, using standard entities (leads, contacts, calls…), and our teams can take it further by customising the connector with your specific entities (e.g., contracts, products…), or by using features such as Salesforce Service Cloud.