How can you benefit from Legato?
Improve customer experience by increasing employee efficiency
Automated activities like screen pops, phone call tasks, outbound dialing, and clean up of opened tabs, as well as access to more valuable data through configurable view of call attributes allow agents to be more engaged and helpful to customers.
Measure how well the contact center is meeting customer demand
With the synchronization of agent presence, call report metrics and recordings are made available in Salesforce. This allows managers and workforce planners to see how many customers are using each channel and make better planning and staffing decisions to meet customer needs.
Positively impact customer experience sooner while saving on custom development costs
Depending on your team’s skills, it could take weeks if not months to build this integration from scratch. With Legato you can leverage sophisticated contact center capabilities immediately, and improve customer experience sooner.
Improve customer loyalty by reinforcing brand with employees
Legato is styled to fit seamlessly with the look and feel of the CRM environment to reinforce personalization and corporate branding. By increasing brand advocacy with employees, customers have more consistent experiences with your brand creating more loyal customers overtime.
See how Legato’s Salesforce & Amazon Connect integration works
Legato includes the following features:
Salesforce & Amazon Connect Integration – Automated activities like screen pops, phone call tasks, outbound dialing, and clean up of opened tabs, as well as access to valuable data through configurable view of call attributes allow agents to be more engaged and helpful to customers. We include the execution of AWS Lambda functions to access enterprise data, trigger enterprise actions or leverage AI functionality.
Omni-Channel – With the synchronization of agent presence, call report metrics are made available in Salesforce. Managers and workforce planners see how many customers are using each channel and make better planning and staffing decisions.
Managed Content – All the pieces you need are pre-assembled together and packaged in a simple to install solution. it is also fully-supported so any upgrades will be automatic and won’t require you to add any code.
Reporting – Centralize Amazon Connect reports in the Salesforce reporting engine for tasks such as quality assurance scores and performance analysis to create a single point of record for your omni-channel interactions.