Quantum Metric for Salesforce Service Cloud

Improve contact center outcomes with real-time customer insights directly inside Salesforce. Our integration with Salesforce Service Cloud helps organizations deliver digital-first customer service.

PARTNERSHIP OVERVIEW

Quantum Metric works with customer service teams to increase agent understanding of the customer experience, rescue customers in real-time, and reduce the time it takes to troubleshoot issues.


about our integration

Quantum Metric and Salesforce for the Digital-first Contact Center

Quantum Metric improves the contact center agent and customer experience all from inside Salesforce. Our integrated solution helps agents rescue customers in real-time, and reduce the time it takes to troubleshoot issues when customers do call, chat, or email in—all without the agent ever leaving Salesforce.

Increase digital self-service containment

Reduce calls into the contact center with proactive friction detection and real-time rescue.

Reduce resolution time and escalations

Give agents instant session insights and real-time views into the actual customer’s experience.

Increase customer satisfaction and loyalty

Deepen agent’s understanding and ability to personalize customer engagement.

Quantify impact and share to the business

Close the feedback loop by sharing quantified insights from the contact center for other teams to act on.


how it works

Real-time insights without ever leaving Salesforce

Instantly view session insights
Accelerate an agent's understanding of a customer's live case with session details like device, location, conversion, or abandoned cart value.

Gain real-time views into frustration
Enable agents to watch real-time replays without ever leaving Salesforce. Diagnose customer friction faster and increase customer satisfaction.

Quantify impact beyond a single case
Managers can access aggregated analytics in the Quantum Metric UI to size the scope of a problem and prioritize or escalate for other teams.

Instantly view session insights
Accelerate an agent's understanding of a customer's live case with session details like device, location, conversion, or abandoned cart value.

Gain real-time views into frustration
Enable agents to watch real-time replays without ever leaving Salesforce. Diagnose customer friction faster and increase customer satisfaction.

Quantify impact beyond a single case
Managers can access aggregated analytics in the Quantum Metric UI to size the scope of a problem and prioritize or escalate for other teams.


about our partner

Salesforce Service Cloud

Service Cloud by Salesforce is one of the world’s most popular and highly-rated customer service software solutions. Whether by phone, web, chat, or email, this customer support software enables agents and customers to quickly connect and solve customer problems.

Service Cloud includes case management, customer access across all channels, integration with legacy data systems, pre-built integration apps, support ticketing, knowledge base, routing and escalation, and queue management.

Request a custom demo of our Salesforce Service Cloud Integration