Voice Management Guide

The Voice Management user guide

Integration with Salesforce

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Axialys is a Salesforce trusted partner. Find our Voice Management solution on the AppExchange cloud marketplace by Salesforce and take advantage of the power of our integration now, to provide your contacts with a unique customer experience!

Integration with Salesforce

Most notably, Voice Management linked with Salesforce allows you to record and listen to conversations, to link them together and to aggregate them directly within the Salesforce contact history. Each call is traced and logged.
You can thus respond to each customer/prospective customer request, without any loss of information, since all information is centralised and optimised.
Furthermore, grouping all conversations together in a single location encourages collaboration and increases the productivity of your employees, which indirectly promotes the qualitative development of the customer relationship, as a result of increased responsiveness.

You will find the operator toolbar integrated at the bottom-left of your screen. The toolbar minimises, but you will still be able to communicate without being cut off.

2 - Incoming call

If the contact is known
During an incoming call, if the caller is already stored in your CRM, then the customer’s datasheet will automatically be opened, so as to immediately provide a view of the caller’s history. You can also automatically open the routing, the opportunity…

If the contact is unknown
If the caller is not already stored in your CRM, a new contact datasheet will be opened, which you can fill in.

Outgoing calls

You can perform a ‘click to call’ on your contacts’ datasheets. You simply click on your contacts’ numbers. This will automatically fill in the number field in the operator toolbar. Select the correct queue and click on Call.

Information on your contact datasheet

Once the call has been ended, you can find all of the call recordings on your contact’s datasheet, along with the call history. The details of the call can be accessed by clicking on the call in the history. The various fields can be configured in your Salesforce configuration panel.

Find call recordings

Find the call history and click on the call in question to view the details

4 - Add telephone data to your reports

You can find call details in Salesforce reports by importing the “Task and Events” report type. The columns you can add are call type, subject, call outcome, who the call was assigned to, call duration and combine these columns with other fields you filled in.
The following are the types of reports you can build:
Lost calls< /strong>

Report > New report > Activities > Tasks and Events

Columns: Date / Subject / Assigned / Call Result
Filters: “show me: My team’s activities under user: Leo
Date: All dates
Show: Completed activities
Show: Tasks and Events
Incoming calls for the current month
Report > New report > Activities > Tasks and Events
Columns: Date / Assigned / Priority / Call Type / Call Duration
Group Lines:< /strong> Subject
Group columns: Status
Incoming calls on the current month