Enreach embedded voice for Salesforce

Embedding Enreach voice channel within Salesforce brings all customer data and employee tools in a one place and removes complexity of isolated environments such as Cloud PBX, Enterprise mobiles, Mobile centrex, Call and Contact Center and Telecom.

Enreach delivers Service Cloud Voice partner telephony option for Customer Service operations and Sales Engagement. Sales and Service Cloud users can benefit of the voice solution which tracks all phone calls in Salesforce along with other digital channels.

Enreach embedded Voice solution delivers voice channel into Salesforce with a wide range of Contact Center and Contact Management functionalities. This provides full telephony integration for fixed line, contact center, sales and mobile telephony.

With Salesforce Omni-Channel agents can use the same user interface for the digital channels such as chats, social and emails as for the voice channel. Smart routing for incoming customer calls based on native Salesforce Flows controlled business logic and data.

Workflows for incoming calls are configurable per agent and can include customer specific details. E.g. if cases should be automatically created or start with a Contact dialogue to choose either new or ongoing cases. Customer can create their own detailed views and search criteria.

To increase efficiency with outbound calls, Click-to-Call is possible from all phone number fields.

Listen call recordings and utilize call transcripts within Salesforce.

Solution can track all calls with end customers in Salesforce regardless of phone terminal. Call and queue details are saved in Salesforce allowing for integrated Reporting and Dashboards to contain all relevant information.

The solution page in Salesforce AppExchange can be found here

Enreach for Salesforce Service Cloud Voice

Voice for Salesforce by Enreach

Voice for Salesforce by Enreach product guidance

Documents and instructions for 1.50.x versions

Documents and instructions for version 1.54

Release Notes

Release notes can be found here.

Enreach for Salesforce Service Cloud Voice product guidance

Documents and instructions for version 0.4

Release Notes

Release notes can be found here.

Granting Account Login Access for Enreach Support

On occasions, we might ask for login access so we can diagnose what has happened with your particular setup.

Steps to grant account login access:

Click on the right top user icon and select Settings

2. Go to My Personal Information > Grant Account Login Access

3. On Benemen Support / Enreach Support choose Access Duration for example “1 Week” and Save.