- Fully customizable (Inflow customizes each of our customer’s agent interface to meet their spec needs)
- Full ACD functionality aka priorities, skills, escalations
- Single interface for ACD and business pbx users
- No per agent salesforce licensing (No Genesys Cloud add-on license required; No Salesforce user license required)
- Salesforce data integration available at IVR, ACD and agent desktop layers
- Full management suite of tools
- Data action visibilities, ie. record match or identity match (Reporting: We can see what % of callers in Salesforce)
- All omnichannel communications in one app/screen
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- May require more web services with Salesforce
- Salesforce must be open in a separate window (Salesforce blocks iframe functionality)
- No Salesforce mix/match omnichannel integration - can't split up calls, email, chat, sms etc between SF and GC
- Limited Salesforce experience - limited to web services details only (Each data category requires a web service)
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