PCR Tech and IT retail, distribution and vendor news
Natterbox is bringing together the use of Microsoft Teams and Salesforce to enable organisations using both services to gain greater visibility of all calls.
When using Microsoft Teams as a communication tool and Salesforce as a CRM platform, the Natterbox integration will enable sales and service users to make and receive calls using Teams, all while making the data visible within Salesforce. Natterbox’s Salesforce integrated contact centre for Microsoft Teams ensures optimal customer call journeys, gives advanced skills-based and VIP call routing, offers call queues, and callbacks. The Natterbox CTI dialpad embedded in Salesforce now talks directly to Microsoft Teams. This allows your sales and service agents to click-to-dial, screenpop, voicemail drop and make notes from within Salesforce all while using the Teams platform.
With Natterbox, Teams users will now be able to make and receive calls using Teams as their interface while also benefiting from deep integration with Salesforce. Users will gain visibility of all calls with vast amounts of data being pushed into Salesforce from every call. The added visibility across calls provides valuable business updates through activity history tasks, which are saved against relevant contact records, as well as Salesforce reporting objects. Live call notes and wrap up codes are also included, as well as click to dial from within Salesforce, allowing users to make calls with ease.
With this innovation, Natterbox also eliminates the need for businesses to manage multiple voice solutions. Whether using Teams and Salesforce, or Teams alone, Natterbox makes it possible to integrate without an arduous onboarding process. All users that have Salesforce licenses will gain immediate access to Natterbox features. Non-Salesforce users can benefit as well by having all of their call data pushed into Salesforce.
“Growth has soared in business communication systems in the new work-from-anywhere era, and we see a tremendous opportunity in the coming year with many more businesses switching to Teams as Skype for Business Online nears retirement in July 2021,” said Neil Hammerton, CEO and Co-founder of Natterbox. “As a voice solution for Salesforce-centric companies, Natterbox is on a mission to innovate and help businesses realise the full potential of their CRM system.”
Read the latest edition of PCR’s monthly magazine below:
