OneView
OneView by TTEC Digital provides contact center agents with a unified view of Genesys Cloud interactions within Salesforce, fueling exceptional customer experiences consistently with speed and quality.
Contact center power meets CRM strength
OneView improves the agent experience so they can improve the customer experience. With the right tools, resources, and information, OneView empowers agents to deliver rich experiences to your customers.
Increase service speed
Save agents’ time through faster application navigation that results in reduced keystrokes and mouse movements.
Increase interaction quality
Utilize more efficient process guidance to reduce distractions and allow agents to focus fully on the experience of your customers.
Accelerate agent onboarding
Reduce time spent on learning interfaces and business processes with a unified interface that looks and feels like Salesforce.
Optimize agent performance
Create detailed reports and dashboards for better management insights and simplify training with embedded workflows.
Improve agent satisfaction
Optimize your contact center workforce with a simplified tool interface that allows agents to help clients without switching pages.
Enhance experiences
Automate routine contact center processes so agents can spend less time finding answers and more time providing them.
Key features
Embedded interaction controls: Agents manage calls directly within Salesforce with no need to toggle between windows.
Auto-populated Salesforce records: Call data automatically updates existing records or creates new ones for streamlined workflows.
Salesforce-native automation: Design workflows and automation using Salesforce Flow, including Genesys Cloud interactions.
Support for voice and digital channels: Integrates Genesys Voice with Salesforce digital channels like chat, cases, and social media.
Unified interaction data: Access comprehensive data in Salesforce or Genesys Cloud to build or enhance reports and dashboards.
Empower your contact center agents with a unified desktop
When customers call, they need fast, accurate answers. Are your agents equipped to deliver? See how a unified desktop experience can help them respond with speed and confidence.
Why TTEC Digital
With over 40 years of experience as an industry leader and partnerships that span the world’s top technology providers, TTEC Digital is uniquely suited to address your toughest customer experience challenges. Our experts will provide actionable insights and recommendations at every step while our proven methodology will help you optimize your contact center operations, improve customer satisfaction, and drive business success.
Accelerate time-to-value with TTEC Digital
TTEC Digital has the expertise to help you accelerate time-to-value with integrations that quickly, easily, and affordably increase your contact center efficiency.