Contact Center by Zisson: CTI, IVR, ACD, Telephony, Softphone, Chat
Connects Salesforce with contact-center tools for calls, chat, routing, agent status, and customer history.
Zisson ASPaid
Puzzel Agent Application
by Puzzel ASSalesforcePaid
Connects Salesforce agents to customer calls with CTI, routing, recording, monitoring, and contact-centre reporting.
PRICINGPaid
DEPLOYMENTCloud
CATEGORYCustomer Service
UPDATED ON MARKETPLACE
What it does
Adds contact-centre functions to the Salesforce interface, including calling, click-to-call, presence and agent status controls, routing, recording, monitoring, statistics, and reporting. When a customer calls, it retrieves the Salesforce customer record with contact details, activity history, case notes, and open-ticket status. Inbound calls can be routed using customer data, SLA score, or caller input, with callback, call blending, and surveys also available. The vendor states that the service works through an internet connection with a phone line and supports PC and Mac.
Key capabilities
from the Salesforce AppExchange listingClick-to-call
Provides callout and click-to-call functions from within Salesforce.
Agent status control
Includes presence management and controls for agent status.
Intelligent call routing
Routes inbound calls according to customer data, SLA score, or caller input.
Inbound record lookup
Automatically retrieves the Salesforce customer record when a call arrives.
Call recording
Records calls and provides silent monitoring.
Contact-centre reporting
Provides statistics and real-time reporting.
Workforce optimisation
Includes a workforce optimisation module.
Speech analytics
Includes speech analytics functionality.
Use cases
- Agents can view contact details, activity history, case notes, and open-ticket status while handling a customer call.
- Remote agents can access the cloud contact-centre service through an internet connection and a phone line.
Who it's for
Contact-centre agents and customer service teams.
How it compares
Puzzel Agent Application combines Salesforce customer-record lookup with call routing, recording, silent monitoring, workforce optimisation, statistics, real-time reporting, and speech analytics. Contact Center by Zisson also presents previous inquiries, communications, and outcomes during calls, while Toku for Salesforce adds cloud contact-centre CTI and configurable workflows. Twilio Flex CTI Connector focuses on deployable and customisable contact-centre components, and Webex Contact Center CTI Connector embeds contact-centre functionality within Salesforce.
| Name | Pricing | Deployment | Updated |
|---|---|---|---|
| this plugin | Paid | Cloud | |
| Toku for Salesforce | Paid | Cloud | |
| Twilio Flex CTI connector | Contact Center | Sales communication | Omni channel | Free | Cloud | |
| Webex | Price not published | Cloud |
In the catalog
340 plugins in Salesforce Platform · Customer Service
Price distribution: 93 free, 41 freemium, 206 paid
Pricing & deployment
Platform
Salesforce
Product
Salesforce Platform
Deployment
Cloud
Pricing
Paid
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What the vendor says
«Puzzel provides your agents with all the tools they need to connect with customers and deliver exceptional service all within your Salesforce interface. Our wide array of modules can help you streamline workflows, boost productivity and meet your unique business needs: • Callout • Click-to-call • Presence management • …»