Context
A large student population generating queries by phone and email, handled by a support team of varying capacity.
Problem
Queries were distributed unevenly, calls happened outside Salesforce, and bulk communication was manual.
Approach
- Configured Omni-Channel routing based on agent presence and capacity.
- Integrated OzoneTel CTI through webhook APIs for inbound and outbound calls inside Salesforce.
- Implemented SendGrid bulk email for targeted communication to thousands of students per batch.
Next step