Salesforce is the market leader in the field of software for customer relationship management (CRM). ASC Connect is a Salesforce-integrated app available in AppExchange offering recording and replay of customer communication. The demand in reliable recording solutions is increasing - especially the financial and insurance sector face the challenge to comply with legal regulations such as Dodd-Frank and MiFID II which stipulate that customer communication must be documented and archived in an evidence-proof way.
Calls can be recorded and replayed directly in Salesforce. Recording can be controlled flexibly with just one click to start, stop, pause, set on hold, delete and mute/unmute recordings. If required, recordings can be mapped to the corresponding contacts, accounts, and leads. Transparently bundled in one central location, the recordings of the customer interactions can be accessed by all employees depending on access rights. Recording calls within Salesforce is possible in the cloud as well as on-premise.
The security of the customers’ data is of major importance especially when saved in the cloud. Sophisticated encryption methods on tenant level and comprehensive management of access rights guarantee the protection of sensitive data.
Thanks to state-of-the-art analysis methods, transcribed calls can be categorized and searched for keywords. On this basis, Salesforce Einstein Discovery reveals additional valuable information from the recorded communication in combination with other corporate data.
ASC Connect Benefits
Here you will find comprehensive information on ASC's solutions, current market developments and certifications at one glance.