Intelligent Communication Transformation: Maximizing Customer Experience with AgentForce, Amazon Connect and Mobile ConnectCo-ownership of over 1,500 homes spanning more than 40 markets worldwide
Challenge
High Call Abandonment: Long wait times and inefficient call routing led to abandoned calls and lost sales opportunities.
Customer Dissatisfaction: Customers experienced delays in getting support, impacting brand loyalty.
Voicemail Disruptions & Insight Gaps: Voicemails were often misdirected, leading to prolonged resolution times. Additionally, the lack of real-time customer insights restricted agents from offering tailored solutions and maximizing upsell potential.
Solutions
Enhanced IVR & Smart Call Routing: Streamlined IVR flows to ensure customers reach the right agents faster. Introduced custom voicemail logic to improve accuracy and minimize delays in follow-ups.
Intelligent Customer Insights & Personalization: Integrated Mobile Connect with Amazon Connect for a seamless, data-driven communication experience.
Tailored AI Insights & Upsell optimization: Leveraged Agentforce AI to analyze conversations and suggest tailored scripts for enhanced engagement, proactive problem-solving, and increased upsell potential.
Outcomes
upsell effectiveness
V2Force has been an amazing technology partner for us, and their attention to detail is truly impressive.
Let’s work together
V2Force is a trusted Salesforce Partner, delivering excellence and creating pathbreaking Customer Satisfaction records for over a decade. We can join you at any phase of your Salesforce journey and help you realize your goals.