Connect voice, CRM context, and agent workflows to create more connected conversations and better customer experiences.
Salesforce Voice with Amazon Connect can bring voice interactions and Salesforce customer information together in a more connected agent experience.
La Confianza helps organisations design, implement, integrate, customise, and optimise Salesforce Voice with Amazon Connect around their customer journeys, service processes, and business requirements.
Agents lack the customer information they need when conversations begin, creating unnecessary questions, delays, and friction.
Agents move between systems to access customer records, cases, call information, and service workflows.
IVR and routing processes aren't aligned with customer information, business rules, or service requirements.
Call notes, activity updates, dispositions, and case changes create repetitive work and reduce agent capacity.
From strategy and implementation to integration, optimisation, and ongoing support, we help you turn Salesforce Voice with Amazon Connect into a connected customer experience.
Design and configure the environment around your customer journeys, service operations, and agent requirements.
Connect customer conversations with the Salesforce data and workflows your teams already use.
Design voice journeys that help customers reach the right team with less effort.
Create a more connected agent experience with the information and workflows teams need during conversations.
Reduce repetitive work and improve the value of every customer interaction.
Help teams understand voice performance and continuously improve the customer and agent experience.
Connect customer conversations, Salesforce context, and agent workflows with the right implementation, integration, and ongoing expertise.
