As a leading provider of customer engagement solutions since 1997, Aria brings an extensive amount of contact center experience to enable a fully-functioning contact center for Sales Cloud and Service Cloud.
All customer information is available on one single screen (including contact numbers, initial purchases, recent open cases, and knowledge articles related to the type of activity) through console configuration. Employees don’t have to navigate through numerous windows to find customer data or answer customer questions. Customers are more satisfied with the interaction if they don’t have to repeat their information and wait on hold.
Multiple teams within the same organization can benefit from better access to interaction and customer data.
For example, by seeing service cloud data, sales agents can reach out to offer additional products or services. They can also see what the sales team is doing as a whole and know where each prospect is in the lifecycle. They can generate reports showing what’s in the funnel, what’s coming up, and what’s likely to close in the next month.
At the same time, service agents can resolve account problems, not just an activity, by having access to all communication, issues and opportunities.