One challenging task calling agents deal with on a daily basis is to deal with back-to-back calls effectively.
Poor quality experience over a call is one of those factors that adversely hamper the business reputation.
Thus, it becomes a necessity for businesses to deal with every caller effectively and deliver a superior quality experience no matter how tired a calling agent is.
But by choosing the best salesforce telephony integration for your, you can help yourself and your team by providing them with the best feature set to manage calls.
Not only this, agents can relax to revive their energies without affecting the caller's experiences. So, here are a few capabilities that can help you.

Salesforce Telephony Integration Features to Improve Caller’s Experiences

Availability Status

The ability to set up availability status is one of the powerful capabilities that allow agents to control the flow of incoming calls.
It could be frustrating for callers when their phone keeps ringing, but nobody answers their call because of unavailability.
This is where availability status can help.
Agents can set their availability status as Online, Offline, or Away based on their availability.
This way, the calls will be routed to only agents available to take calls.

Programmable Voicemails

Another way to keep callers' experiences high is to program a voicemail when you're busy attending to other callers.
Best Salesforce Telephony integration allows you to program voicemails in different scenarios.
With programmable voicemails, you can engage with your callers when you're busy and also ensure that your callers don't stay clueless when you don't attend their phone calls.
When you're busy, you can program a voicemail apprising caller that agents are busy.
Besides, you can program a voicemail to address callers after office hours and inform them about the office working hours.

Call Termination Time Limit

There are chances that during the high volume of calls, calling agents don't get time to attend to phone calls from every caller, and they have to wait longer.
This kind of experience could hamper callers' experiences with a brand. To avoid this, you can set a call termination time limit.
So callers do not have to wait for long. Besides, you can also set auto call termination when a caller exceeds the defined number of wrong attempts on IVR.
Else, it could inflate the call volume at the backend and affect how a call is routed. 

Easy IVR Set Up

By choosing the right Salesforce Telephony integration, you can set up IVR in male and female voices in a much easier way.
With text-to-speech capability, you can add text messages for auto-responders to read over IVR.
This way, even if you are busy, you can set up IVR much more conveniently and easily without investing much time.
Also, an IVR setup would provide an effective way for your callers to help themselves.

Conclusion

Selection of the right Salesforce Telephony integration for your firm helps you reduce your
effort and improve business communications too. Further, it enriches your out-of-the-box capabilities for managing calls and delivering superior quality experiences to them. Thus, you can effortlessly redefine your service patterns over calls and make your brand shine in the crowd of competitors.