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Details
  • $attribute.Name Author: Salesforce
  • $attribute.Name GroupBy: Verint Listings
  • $attribute.Name Product: Engagement Data Management , Text Analytics
  • $attribute.Name Type: Adapter
  • $attribute.Name Modalities: Text
  • $attribute.Name Language: English US
  • $attribute.Name Price: Free
  • $attribute.Name Support: Free
  • $attribute.Name Website: Free
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Salesforce Text Interaction Capture Adapter

What is it? 

The Verint Salesforce Adapter provides organizations with the ability to ingest Salesforce messaging, chat, and email interactions into the Verint Cloud for use throughout the suite of Verint applications. 

How does it work?

The Verint Salesforce Text Interaction Adapter is an out-of-the box capability that supports extraction of interaction data from Salesforce APIs and ingestion into Verint EDM.

Once configured, the adapter connects to Salesforce and brings text interactions into Verint EDM in near real-time.  Once interactions are available within Verint EDM, they will be normalized among other EDM Interactions and seamlessly available for Search, Replay, Quality Monitoring, Text Analytics and any other Verint applications which utilize captured interactions.  

The Salesforce Text Interaction Adapter is built with resiliency features which ensures that data is not lost during connectivity or other service interruptions during the extraction process. 

What is required to implement?

To implement the Salesforce Interaction Adapter, customers need: 

  • Salesforce Chat Cloud Environment (formerly Live Agent), Salesforce Messaging, or Salesforce Email
  • Verint Engagement Data Management (in addition, Verint Quality Monitoring and Verint Text Analytics may be licensed separately depending on business needs) 
  • API keys and associated configuration values for Salesforce Chat and Verint EDM and/or Text Analytics 

What are the benefits?

The use of the Salesforce Text Interaction Adapter enables the following key benefits: 

  • Helps organizations manage all their customer interactions in one place through Verint Engagement Data Management (EDM) 
  • Allows organizations to use Verint Quality Management to evaluate the quality of those interactions which occur through the Salesforce Chat communication platform 
  • Enables Verint Text Analytics to process Salesforce Chat interactions and gain insights through sentiment analysis, categorization, and key driver analysis 

What does it cost?

The Salesforce Text Interaction Adapter is provided to customers of Verint Cloud with EDM at no additional cost. Please download the attached PDF and contact your Account Executive for additional information.