Explore the many different features and use-cases
How agents get set up and can personalise their Engage experience
Agent Training
Everything you need to get your agents going
Understand the power and flexibility of Custom Attributes.
Core Engage Features
Group customer contacts around the same issue, making it easier to find past interactions and have more context when on a contact.
Everyday your customers are using one, or many communication channels. Engage lets them contact you on the channel of their choice.
Customers are at the center of everything that happens in Engage.
Engage offers many options for reporting
Tools for Supervisors
The Engage CTI (Computer Telephony Integration) turns your Salesforce platform into a complete omnichannel contact center out-of-the-box. Run your entire support team from Salesforce with click-to-call voice and chat, screen pop, historical data, resolution codes, and more to improve accuracy and efficiency.
This is the core of the Agents' workflow.
Not just Wrap up or Disposition Codes.
How content gets routed in Engage and Amazon Connect
Managing Amazon Connect
Understand how to protect your business and the privacy of your customer's data with security as standard.
Technical Setup and Configuration
Everything you need to know about setting up Engage
Setup instructions for common identity providers
Turbo Charge agent productivity with smart and secure tools powered by Generative AI
Pre-written and approved text to save you agents time and ensure consistent experiences.
How do you manage and review agent performance.
Deep dive into Engage Settings for admins
How to add, edit and remove users
Extend the agent desktop and integrate with your other systems
Integrate with any Knowledge Base and automatically surface articles in real time.
Workflows are a core feature of Engage. They enable fine-grained control over processes for your queues.