Activity Forums Salesforce® Discussions What are call center channels? Reply To: What are call center channels?

  • Gourav

    May 24, 2016 at 11:13 am

    There are 4 type of channels in slaesforce to Set-up and maintain customer support Tools:-

    • Email Channel
    • Web and Social Channel
    • Call Center Channel
    • Web Chat Channel

    Call Center Channel:-

    Salesforce CRM Call Center seamlessly integrates Salesforce with third-party computer-telephony integration (CTI) systems. After a lightweight CTI adapter program has been installed on a Salesforce user's machine, the user can use the features of a CTI system through the Salesforce SoftPhone, a customizable call-control tool that appears in the footer of the Salesforce console or in sidebar of every Salesforce page.

    The SoftPhone allows Salesforce users to: Make Call, Receive Call, Quickly view all Salesforce records which are related to call, etc.