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News : Leaptree Announces Skills Integration Feature for Service Cloud Workforce Engagement on Salesforce AppExchange

#contactcenterworld

Dublin, Ireland, Aug. 18, 2021 -- Leaptree announced it has launched an integration with Skills management and Workforce Engagement as part of Salesforce Service Cloud on AppExchange.

Leaptree Optimize is already trusted by Call Center and CX teams around the world who use it to identify customer service issues and resolve performance bottlenecks with dynamic QA scorecards and real-time dashboards. With this latest integration, Optimize evaluators can run dynamic quality assessments against agents, whereby the volume of assessments is determined by their skill level within the organization.

"The new Skills integration features within Leaptree Optimize is a major move forward for Service leaders, who can now assess CX Agents according to their skill level as they progress through the organization" said Neil Young, CEO and Co-founder at Leaptree, "This gives Service leaders more confidence within their quality assurance programs that span their multi-tier customer engagement teams – all 100% within the Salesforce platform."
"Leaptree Optimize is a welcome addition to the Service Cloud Workforce Engagement ecosystem," said Melissa Matross, SVP of Product Management, Service Cloud. "This expansion of Service Cloud Workforce Engagement enables customers to remain resilient and agile and deliver high-quality service from anywhere with a complete contact center solution -- all on one platform."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.newswire.ca


About Leaptree:
Company LogoLeaptree is a Revenue Performance Platform that's 100% native to Salesforce. It builds cloud-based software to connect and align the revenue workforce for optimized productivity and performance. Leaptree is an affiliate company of Pexlify Enterprise Solutions.
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Today's Tip of the Day - Keep Cost In Perspective

Read today's tip or listen to it on podcast.

Published: Thursday, August 19, 2021

Printer Friendly Version Printer friendly version

2022 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 

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