Contact Center Modernization

Deliver faster, smarter service across every channel with AI-assisted agents and self-service.

First-contact resolution

Average handle time

Cost per interaction

Every service interaction is a test of trust. This solution brings voice, chat, messaging, and digital channels together on Salesforce Service Cloud, giving agents a single workspace with the customer context and AI tools they need to resolve issues quickly.

Digital Maturity Assessment

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WHAT THIS SOLUTION DELIVERS

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Improved first-contact resolution

Get full customer context the moment the conversation begins.

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Reduced average handle time

Integrated agent workspace, AI-assisted responses, and automated knowledge surfacing.

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Lower cost per interaction

Deflect routine requests to self-service bots with full-context handoff when a human is needed.

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Improved customer satisfaction

Customers stop repeating themselves and start getting faster answers.

CHALLENGE

Agents can't resolve what they can't see.

Customers wait on hold, then repeat themselves to every agent they reach, because the last conversation lives somewhere no one can find. Agents toggle between screens to piece together one account, and routine requests take as long as complex ones. Leaders have little visibility into where service is breaking down.

More channels shouldn't mean less context.

CAPABILITIES

Context before the conversation starts, intelligence throughout

Omnichannel routing

Unified routing across voice, chat, email, SMS, and messaging. Conversations reach the right agent based on skill, availability, and customer context, with full interaction history preserved across channel transitions.

Agent desktop

A single workspace with customer profile, account details, interaction history, and real-time core banking data in one view. Telephony screen-pop identifies the caller before the agent picks up, and dynamic layouts adapt to the inquiry type.

Self-service automation

Chatbots and voice bots that resolve routine requests like balance inquiries, card activations, and address changes without agent involvement. When a request needs a human, the conversation transfers with full context so the customer never starts over.

Knowledge management

A centralized knowledge base that agents and self-service channels draw from. Articles surface automatically through AI recommendations during live interactions, with version control and lifecycle management to keep content current.

Service analytics & quality dashboards

Real-time dashboards for handle time, first-contact resolution, CSAT, containment rates, queue depth, and agent performance. Conversation intelligence adds insight into interaction quality, not just speed.

Agentforce for service automation

Autonomously resolve routine requests like fee reversals and card cancellations without human involvement. It can summarize conversations, surface relevant knowledge, recommend next steps, and draft responses so agents resolve issues faster.

Unmatched outcomes

World-class consultants

Incredible partners

Culture of care

Unmatched outcomes

World-class consultants

Incredible partners

Culture of care

Unmatched outcomes

World-class consultants

Incredible partners

Culture of care

Unmatched outcomes

World-class consultants

Incredible partners

Culture of care

Choose the right starting point

Essentials

$150K

and up

Modernize a core support channel

Integrated agent workspace

Telephony integration

Service performance dashboards

Typically 10–14 weeks

Get Started

Growth

$300K

and up

Enable omnichannel operations

Knowledge management

Self-service automation

Full contact center ananlytics

Typically 16+ weeks

Get Started

Enterprise

$850k

and up

Launch a unified service platform

Everything in Growth

Conversation intelligence

AI-assisted automation across all channels

Typically 24+ weeks

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TECHNOLOGY

Built on the platforms that power modern service

Salesforce

Explore Salesforce

Salesforce Service Cloud

Omnichannel routing, case management, knowledge, and the unified agent desktop.

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Service Cloud Voice

Native telephony with screen pop, real-time transcription, and voice embedded in the agent workspace.

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Agentforce

Autonomous resolution of routine requests, plus agent assist with conversation summaries, knowledge surfacing, and drafted responses.

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Twilio

Explore Twilio

Twilio

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Programmable voice, SMS, and messaging channels for outbound notifications and digital engagement.

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Mulesoft

Explore Integration

MuleSoft

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Real-time core banking data surfaced in the agent desktop so context is present before the call connects.

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Tableau

Explore Analytics

Tableau Analytics

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Service dashboards for handle time, first-contact resolution, CSAT, containment, and queue performance.

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start a digital maturity asessment

Define the right solution and move forward with clarity.

Zennify has delivered more 600+ Salesforce engagements and 200+ data initiatives for financial institutions. We apply those proven delivery patterns to every solution we implement.

Digital Maturity Assessment

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DEMO

Reimagine client relationships with Zennify

This demo showcases how we help financial institutions build stronger client relationships through innovative tech solutions.

Contact Center Modernization

Agents can't resolve what they can't see.

Context before the conversation starts, intelligence throughout

Choose the right starting point

Built on the platforms that power modern service

Salesforce Service Cloud

Service Cloud Voice

Agentforce

Twilio

MuleSoft

Tableau Analytics

Define the right solution and move forward with clarity.

Reimagine client relationships with Zennify

Define the right solution and move forward with clarity.