Omni channel email feature of NewVoiceMedia


Cloud Contact Center & Inside Sales Software for Salesforce

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Omni channel email feature of NewVoiceMedia

Video Transcript

Speakers in this video: Jimmy (GetApp) and Richard (NewVoiceMedia)

Richard: Welcome to a demonstration of NewVoiceMedia's contact world for service and support. I'm a support engineer of Best Tag, a supplier of amplifiers and other home and business audio and visual equipment. I'm logged in to Salesforce service cloud and I'm logged in to NewVoiceMedia's contact pad.

In a moment I'm going to set myself ready to receive calls or emails or any other interactions that occur. And because this is an Omni channel interface, everything happens on the same screen.
Before I do that I want to show you some details of one of our customers Jamie Goldfield. Now, Jamie is one of our best customers. He has gold service and support package. That's our five-year warranty. And he's also got one of the advanced amplifiers. Interactions from Jamie often come to me or someone else in my team because I'm an expert with our advanced amplifier and I also look after our VIP customers.

So, let's see what happens when I receive an email from a customer. The way I know that those interactions come in is through the mini wall board in NewVoiceMedia's contact pad. I'll take a look at my mini wall board now. I can see there's a case that has just arrived. So I put to set myself ready to receive that interaction. I can see there’s email coming through number 3396. So, oh, we've got an email from Jamie, I know Jamie very well. And he's saying, “Hey, my PC wouldn't play sound.” He said, “I can't get the laptop to play any sound on my sound system. I wonder where can be going on.” I went to look at this record. I can see that as well as that new cases come and we've got another one. And it's a device status of that and more on how we receive those in another demo. What does this case tell me? Well, it says we've got a port issue on port five, that's a USB connection failure. Hey, I think I've got a pretty good idea where the problem is as to why his laptop won't play any sound. So I can work through Salesforce’s Email system reply and say, “This is what you need to do to fix that problem.” What I now going to do is close the case. Set the status to closed. Say we have an issue with our input or peripheral system and save that. Thanks very much for watching this short demo.