Sofa Company is an online retailer of furniture. They pride themselves on providing a great customer service and as such were looking for a fully integrated best-of-breed intelligent telephony solution that fully integrated into Salesforce.
Sofa Company use Salesforce for both Sales and Service. They required an integrated telephony solution that allowed their staff to respond to order enquiries and record and manage product issues. They also required the ability to send SMS text alerts and respond back on other social channels including Facebook Messenger and WhatsApp.
The solution was to support their customers in their operating markets which included Norway, Sweden, Denmark, Holland, Germany, Belgium, Austria and Switzerland. In addition to supporting basic CTI functions such as screen pop and click to dial, the solution also had to provide intelligent insight and support call transcription in the language of the caller. Additionally, the solution needed to support call deflection mechanisms which included the ability to leave voicemails and request a callback.