{"id":1332,"date":"2022-08-24T10:28:37","date_gmt":"2022-08-24T10:28:37","guid":{"rendered":"https:\/\/www.quinnox.com\/?p=1332"},"modified":"2023-11-08T07:26:12","modified_gmt":"2023-11-08T07:26:12","slug":"quinnox-helps-north-americas-leading-provider-of-integrated-environmental-solutions-configure-salesforce-live-agent-into-salesforce-crm-using-omni-channel","status":"publish","type":"post","link":"https:\/\/www.quinnox.com\/case-study\/quinnox-helps-north-americas-leading-provider-of-integrated-environmental-solutions-configure-salesforce-live-agent-into-salesforce-crm-using-omni-channel\/","title":{"rendered":"Quinnox helps leading provider of integrated environmental solutions configure Salesforce LiveAgent"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"1332\" class=\"elementor elementor-1332\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-b589478 elementor-section-full_width elementor-section-height-default elementor-section-height-default\" data-id=\"b589478\" data-element_type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-bd670ad\" data-id=\"bd670ad\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-c72a718 elementor-widget elementor-widget-Resource_Detail_Banner\" data-id=\"c72a718\" data-element_type=\"widget\" data-widget_type=\"Resource_Detail_Banner.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<section class=\"resource-detail-banner common-banner\" style=\"background-image: url(https:\/\/www.quinnox.com\/wp-content\/uploads\/2022\/09\/Group-25369-1.png);\">\n            <div class=\"container p-0 h-100\">\n                <div class=\"row align-items-center h-100\">\n                    <div class=\"col-md-7 align-self-center\">\n\t\t\t\t\t<div class=\"breadcrumbs\" typeof=\"BreadcrumbList\" vocab=\"https:\/\/schema.org\/\">\n\n\t\t\t\t\t\t<!-- Breadcrumb NavXT 7.3.1 -->\n<span property=\"itemListElement\" typeof=\"ListItem\"><a property=\"item\" typeof=\"WebPage\" title=\"Go to Quinnox.\" href=\"https:\/\/www.quinnox.com\" class=\"home\" aria-current=\"page\"><span property=\"name\">Home<\/span><\/a><meta property=\"position\" content=\"1\"><\/span>\n\t\t\t\t\t\t<\/div>\n                        <h1 class=\"main-title\">Quinnox helps leading provider of integrated environmental solutions configure Salesforce LiveAgent<\/h1>\n                        <p class=\"author\"><\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n                    <\/div>\n                    <div class=\"col-md-5 align-self-center\">\n\t\t\t\t\t\t <img decoding=\"async\" class=\"lazyimagenew\" alt=\"Omni channel\" src=\"https:\/\/www.quinnox.com\/wp-content\/uploads\/2022\/08\/Salesforce_CaseStudy_5.webp\"\/>\n                    <\/div>\n\t\t\t\t\t<span class=\"form-popup\">\n\t\t\t\t\t\t<div class=\"modal fade event-popup\" id=\"pdf-popup\" role=\"dialog\">\n\t\t\t\t\t\t\t<div class=\"modal-dialog\">\n\t\t\t\t\t\t\t\t<div class=\"modal-content\">\n\t\t\t\t\t\t\t\t\t<div class=\"modal-body\">\n\t\t\t\t\t\t\t\t\t\t<button type=\"button\" class=\"close\" data-bs-dismiss=\"modal\" aria-label=\"Close\">x<\/button>\n\t\t\t\t\t\t\t\t\t\t\n<div class=\"wpcf7 no-js\" id=\"wpcf7-f2478-o1\" lang=\"en-US\" dir=\"ltr\" data-wpcf7-id=\"2478\">\n<div class=\"screen-reader-response\"><p role=\"status\" aria-live=\"polite\" aria-atomic=\"true\"><\/p> <ul><\/ul><\/div>\n<form action=\"\/wp-json\/wp\/v2\/posts\/1332#wpcf7-f2478-o1\" method=\"post\" class=\"wpcf7-form init\" aria-label=\"Contact form\" novalidate=\"novalidate\" data-status=\"init\">\n<div 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class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"Job title*\" value=\"\" type=\"text\" name=\"Jobtitle\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"col-md-12 text-right\">\n\t\t<p><span class=\"wpcf7-form-control-wrap\" data-name=\"acceptance-831\"><span class=\"wpcf7-form-control wpcf7-acceptance\"><span class=\"wpcf7-list-item\"><label><input type=\"checkbox\" name=\"acceptance-831\" value=\"1\" aria-invalid=\"false\" \/><span class=\"wpcf7-list-item-label\">By submitting this form, you hereby agree that we may collect, store and process your data that you provided. <a href=\"\/privacy-policy\/\">Read our Privacy Policy<\/a><\/span><\/label><\/span><\/span><\/span><br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"sourceurl\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text current-url\" aria-invalid=\"false\" value=\"\" type=\"text\" name=\"sourceurl\" 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\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-dc27fb1 elementor-section-full_width elementor-section-height-default elementor-section-height-default\" data-id=\"dc27fb1\" data-element_type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7b0bf43\" data-id=\"7b0bf43\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b586165 elementor-widget elementor-widget-text-editor\" data-id=\"b586165\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h2 style=\"font-size: 28px;\">Business need<\/h2><p>Customer was using <a href=\"https:\/\/www.quinnox.com\/salesforce\/\">Salesforce<\/a> as a CRM and wanted to implement an interface to connect with their end customers to resolve their queries. The major challenges that they faced included delayed customer issue resolution, poor customer service due to the lack of a proper customer interface and a high probability of losing loyal customers.<\/p><h3 style=\"font-size: 25px;\">Solution<\/h3><p>The <a href=\"https:\/\/www.quinnox.com\/contact-us\/\">Quinnox<\/a> team configured the Salesforce Live agent into Salesforce CRM using Omni channel. Salesforce Live Agent helped the customer to keep in touch with customers who are currently on their website and respond in real-time to their inquiries.<\/p><p>The agent console empowers agents to balance several concurrent chats, and Omni intelligently routes the work to the appropriate agent. The concurrent chats increase agent productivity. Supervisors can supervise live chats and provide suggestions in real time. A 360 degree view of the end customer ensures quick and accurate responses to query as well as resolution.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-8c50133 elementor-section-full_width elementor-section-height-default elementor-section-height-default\" data-id=\"8c50133\" data-element_type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-400f129\" data-id=\"400f129\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-71d0b3c elementor-widget elementor-widget-insights_section\" data-id=\"71d0b3c\" data-element_type=\"widget\" data-widget_type=\"insights_section.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<section class=\"insights section\" id=\"insights\"> \n\n\t\t<div class=\"container-fluid\">\n\n\t\t\t<div class=\"row\">\n\n\t\t\t\t<div class=\"col-md-11 mx-auto\">\n\n\t\t\t\t\t<div class=\"row\">\n\n\t\t\t\t\t\t<div class=\"col-md-12 title-wrap\">\n\t\t\t\t\t\t\t<h4>Related Insights<\/h4>\n\t\t\t\t\t\t\t<p><\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t\t<div class=\"row h-blog\">\n\n\t\t\t\t\t\t \n\n\t\t\t\t\t\t<div class=\"col-lg-4 col-md-6 \">\n\n\t\t\t\t\t\t\t<div class=\"single-blo\">\n\n\t\t\t\t\t\t\t\t<span class=\"content1\">\n\n\t\t\t\t\t\t\t\t\t \n\n\t\t\t\t\t\t\t\t<\/span>\n\n\t\t\t\t\t\t\t\t<div class=\"feature-img-parent\">\n\n\t\t\t\t\t\t\t\t\t<div class=\"feature-img lazyimagenew\" style=\"background-image:url('https:\/\/www.quinnox.com\/wp-content\/uploads\/2024\/11\/Forrester-Recognizes_AIOps-Platform_Q4-2024_SMP.jpg')\" data-image-path=\"https:\/\/www.quinnox.com\/wp-content\/uploads\/2024\/11\/Forrester-Recognizes_AIOps-Platform_Q4-2024_SMP.jpg\"><\/div>\n\n\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t<div class=\"content\">\n\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t<span>AIOPs<\/span>\n\n\t\t\t\t\t\t\t\t\t<h4>Quinnox Recognized Among Top 25 Vendors in Forrester\u2019s The AIOps Platforms Landscape, Q4 2024<\/h4>\n\n\t\t\t\t\t\t\t\t\t<p>Quinnox has been featured as one of the Top 25 Vendors in Forrester's \"The AIOps Platforms Landscape, Q4 2024\".<\/p> \n\n\t\t\t\t\t\t\t\t\t<a class=\"blue-btn\" href=\"https:\/\/www.quinnox.com\/pr-news\/forrester-recognizes-quinnox-in-forrester-the-aiops-platforms-landscape-report\/\">Read more<\/a>    \n\n\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t<\/div> \n\n\t\t\t\t\t\t \n\n\t\t\t\t\t\t<div class=\"col-lg-4 col-md-6 \">\n\n\t\t\t\t\t\t\t<div class=\"single-blo\">\n\n\t\t\t\t\t\t\t\t<span class=\"content1\">\n\n\t\t\t\t\t\t\t\t\tBlogs \n\n\t\t\t\t\t\t\t\t<\/span>\n\n\t\t\t\t\t\t\t\t<div class=\"feature-img-parent\">\n\n\t\t\t\t\t\t\t\t\t<div class=\"feature-img lazyimagenew\" style=\"background-image:url('https:\/\/www.quinnox.com\/wp-content\/uploads\/2024\/11\/CB@2x-25.webp')\" data-image-path=\"https:\/\/www.quinnox.com\/wp-content\/uploads\/2024\/11\/CB@2x-25.webp\"><\/div>\n\n\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t<div class=\"content\">\n\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t<span>Testing<\/span>\n\n\t\t\t\t\t\t\t\t\t<h4>Why QA Testing Matters in Software Development\u00a0\u00a0\u00a0\u00a0<\/h4>\n\n\t\t\t\t\t\t\t\t\t<p>Delve into the benefits of QA in software testing in evaluating the functional, performance, usability and security of the.<\/p> \n\n\t\t\t\t\t\t\t\t\t<a class=\"blue-btn\" href=\"https:\/\/www.quinnox.com\/blogs\/why-qa-testing-matters-in-software-development\/\">Read more<\/a>    \n\n\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t<\/div> \n\n\t\t\t\t\t\t \n\n\t\t\t\t\t\t<div class=\"col-lg-4 col-md-6 \">\n\n\t\t\t\t\t\t\t<div class=\"single-blo\">\n\n\t\t\t\t\t\t\t\t<span class=\"content1\">\n\n\t\t\t\t\t\t\t\t\tBlogs \n\n\t\t\t\t\t\t\t\t<\/span>\n\n\t\t\t\t\t\t\t\t<div class=\"feature-img-parent\">\n\n\t\t\t\t\t\t\t\t\t<div class=\"feature-img lazyimagenew\" style=\"background-image:url('https:\/\/www.quinnox.com\/wp-content\/uploads\/2024\/11\/CB@2x-24.webp')\" data-image-path=\"https:\/\/www.quinnox.com\/wp-content\/uploads\/2024\/11\/CB@2x-24.webp\"><\/div>\n\n\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t<div class=\"content\">\n\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t<span>AMS<\/span>\n\n\t\t\t\t\t\t\t\t\t<h4>Why Your Business Must Prioritize an Application Modernization Strategy\u00a0\u00a0\u00a0<\/h4>\n\n\t\t\t\t\t\t\t\t\t<p>Build a roadmap with an application modernization strategy to transform legacy systems, improve performance, strengthen security, and elevate customer.<\/p> \n\n\t\t\t\t\t\t\t\t\t<a class=\"blue-btn\" href=\"https:\/\/www.quinnox.com\/blogs\/why-businesses-must-prioritize-an-application-modernization-strategy\/\">Read more<\/a>    \n\n\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t<\/div> \n\n\t\t\t\t\t\t \t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\n\t\t\t\t<\/div>\n\n\t\t\t<\/div>\n\n\t\t<\/div>\n\n\t<\/section>\n\n\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-f61d20b elementor-section-full_width elementor-section-height-default elementor-section-height-default\" data-id=\"f61d20b\" data-element_type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container 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