Slack Integration

Aloware has implemented a new integration for Slack. It allows users using both Aloware and Slack to receive notifications of any incoming, occurring or outgoing communications, serving as an information hub of all communication instances.

What does it do?

Once installed in Slack, the new integration sends automatic notifications to agents that allows them to know if they have incoming calls, has received SMS, missed calls and basically every communication action that took place.

This is an incredibly helpful tool for any center that communicates with both existing and prospective customers, as this lets them know the source of the call, the number the caller is dialing from and a log of communications that has occurred within the day for calibration and quality assurance purposes.

Outside of contact centers, this helps sales teams and every other organization pin down their leads quickly, and follow up with them immediately as Slack’s platform and the channel organization allows for quick action on these tasks.

Get notified within seconds

Most agents working in contact centers usually end up using multiple tools and software for work. Besides their basic communication software, they have to keep track of a chatlog between their team, and other software needed to process customer requests.

On average, a contact center agent uses an average of 4-5 tools, which they have to navigate through while communicating with the customer and answering their queries. It’s a very hectic job, to say the least, and it can be quite a challenge just to navigate through all of the tools needed for the job.

What’s more, this can affect agent performance negatively. The most obvious metric that will take a hit with having too many tools pulled up is the average handle time, which costs businesses more and, generally, causes more bad satisfaction ratings the longer a call takes which is never good news for any business.

To remedy this, we’ve created an integration to streamline agent workflow, Aloware is working on multiple integrations with tools that contact centers generally use. We’ve noticed that one of the most commonly used inter-team communications tool in corporate environments both big and small is Slack, a collaboration hub and a virtual office all rolled into one where conversations happen within the team.

Integrating Aloware and Slack seems like a perfect fit, as this helps agents get notifications of their communications throughout the day without having to pull up so many tools just to get it done.

The integration allows incoming calls, received SMS, missed calls and literally every communication instance that has happened within the scope of the agent’s responsibilities.

Here’s what the interface looks like:

Aloware’s live notification on Slack

Not only does it track when an agent receives any communication action, but this also tracks the agent’s calls, whether outbound or answering an ongoing query within a call from a customer.

Not only is this integration beneficial for agents to help save time, but this can also serve as a monitoring hub for your managers and an archive/reference for your quality assurance team for future calibrations and adjustments.

Setting it up

You can just go to Company > Integrations > Slack and follow the instructions. It will just take a couple of minutes to set up and you’re good to go!

Like the Aloware’s original call tracking solution which was a breeze to install into your websites and other marketing channels, Aloware is very easy and straightforward to integrate with Slack.

What to expect?

The tools we use in business can be quite confusing sometimes, especially for telephony systems and other system-related software. We aim to allow more streamlined workflows through intelligently designed software and even more intuitive integrations such as this Slack and Aloware integration.

But we’re not stopping there. We’re currently working on integrations for different tools, applications and software even working on setting up connections with CRMs like HubSpot. Stay tuned for future updates.