Delivered
Standing up a Service Cloud contact centre
A solar finance contact centre built end to end: entitlements, telephony, routing and a bot.
- Client
- Brighte
- Role
- Senior Salesforce Developer
- Through
- Cloudwerx
- Industry
- Solar finance
How it fits together
Customer call or chat
Solar finance customers
Genesys CTI and Einstein Bot
Telephony and a bot
Omni-Channel routing
Work reaches the right agent
Cases with entitlements and milestones
Service levels tracked
Orange marks the parts I built.
The work
I built the contact centre end to end: entitlements and milestones, telephony through Genesys CTI, Omni-Channel routing and an Einstein Bot. This was my first Service Cloud project; I learned the product while delivering it.
Skills used
- Service Cloud
- Omni-Channel
- Einstein Bots
- Genesys CTI
- Entitlements
Next case study
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