News : LinkedIP Selected to Deploy A Successful Salesforce CTI for Enel
Weston, FL, USA, June, 2018 -- LinkedIP, a communications solution provider with 20 years of experience in offering phone systems and call center software, has presented a solution that integrates CRMs and VoIP based phone systems. ENEL is a multinational manufacturer and distributor of electricity and gas with operations in Africa, Asia, Central America, North America and Central America.
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In Colombia, ENEL uses a team of call center operators and a Salesforce CRM backend to provide customer care and sales experiences. However, challenges arise when an agent has to invest significant time to look up sensitive information of a particular customer or prospect. In this sense, a recent report by QGate Software shows that, without a Telephony to CRM integration, a customer representative may take above 40 seconds in average to retrieve the necessary information to successfully identify a customer and its journey and thus provide the required assistance; doing the math of the amount of calls received a day times the number of customer reps results in a high accountable non efficient time . With that objective in mind ENEL approached LinkedIP to design and deploy a customized Salesforce CTI solution.
One of the biggest challenges for the project was precisely the need of a solution that won't require the modification of the current service architecture or embedding 3rd party code and this goal was actually met. Miguel Licero, President of LinkedIP and designer of the solution said that "...we were able to create a strategic solution that seamlessly connected with Salesforce and their VoIP phone system with absolutely no invasion on both ends.". He added "...there were some concerns at the beginning when they asked us about the way we would interconnect all of the key components of their customer service ecosystem. We explained that our smart architecture allow us to connect to any CRM and to any phone system or call center platform without interfering or touching their core platforms.".
Posted by Veronica Silva Cusi, news correspondent
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