Part of Service Cloud
Modernize the contact center without interrupting service
IMR Soft Contact Center Modernization
We move live contact-center operations onto a Salesforce-led service model: voice, IVR, routing and agent context joined to the same case workflows, planned around service continuity.
Buyer challenges
What makes a contact center change risky
Limited control of the voice platform
A managed or legacy voice model makes every routing or menu change slow.
Routing that must carry over
Queues and routing profiles have to move without sending callers to the wrong place.
IVR and language requirements
Menus, keypad choices, language selection and hours rules must keep working.
Agents without context
Customer details sit in backend systems that the agent cannot see when the call arrives.
Number transition
Direct and toll-free numbers need an inventory, forwarding or porting, and test calls.
Recordings and history
Past recordings and transcripts must stay available while the old platform retires.
One connected service journey
From the first ring to a resolved case
Agentforce Service sits at the center of the agent experience. The voice layer is chosen to fit your requirements.
Part of Service Cloud
- 01
Customer
Requests arrive by phone, email, chat and portal.
- 02
Digital and voice entry
Phone numbers, IVR menus, keypad input and language selection.
- 03
IVR and routing
Queues, routing profiles, skills, business hours and after-hours rules.
- 04
Salesforce service context
Screen pop and secure backend lookups as the contact arrives.
- 05
Secure integrations
REST and SOAP APIs, with error handling.
- 06
Agent workflow
Case, Omni-Channel, Knowledge and follow-up in the Service Console.
- 07
Monitoring and optimization
Business teams manage routing, hours and queues under governance.
Architecture-neutral approach
The voice model follows your requirements
Salesforce-native and partner contact-center patterns are compared against your needs before a target model is chosen.
Agentforce Contact Center
Salesforce's native contact center, with voice and digital channels in the same service workspace.
Partner Contact Center
A partner telephony platform, including Amazon Connect, integrated with Agentforce Service for routing, CTI and agent context.
Integrated or hybrid
An existing voice platform kept in place and connected to Salesforce, or a phased mix of models during transition.
Value pillars
What the modernization covers
Service continuity
Phased transition, validation calls, and cutover and rollback planning keep service running during the change.
Outcome areaLearn moreCustomers and agents keep being served while the platform changes.
Routing, language and hours
Queues, routing profiles, multilingual routing and business-hours rules designed and tested against real call paths.
Outcome areaLearn moreCallers reach the right queue in their language.
Agent context at the moment of contact
CTI, screen pop and secure backend lookups put customer information in front of the agent when the call arrives.
Outcome areaLearn moreFewer repeated questions and transfers.
Operational ownership
Routing, hours, queues and menus move under the organization's own governance, with release controls for change.
Outcome areaLearn moreChanges made by the business, safely, without waiting on a vendor.
Records and history
Plans for continued access to historical recordings and transcripts while the prior platform retires.
Outcome areaLearn moreHistory available for service and review after the move.
Production readiness
Regression testing, deployment controls, cutover checks, hypercare and knowledge transfer.
Outcome areaLearn moreA stable operation after go-live.
Salesforce and contact-center capabilities
What a modernization program includes
Voice and IVR
- IVR and keypad (DTMF) menus
- Language selection
- Business-hours logic
- Number inventory and transition
Routing
- Omni-Channel
- Queues and routing profiles
- Skills-based routing
Agent experience
- CTI
- Screen pop
- Service Console
- Knowledge
Integration
- Secure backend lookups
- REST and SOAP APIs
- Error handling
Migration
- Telephony transition
- Recordings access plan
- Cutover and rollback
Quality and stabilization
- Validation calls
- Regression testing
- Hypercare
Agentforce opportunities
Where Agentforce can follow the contact center
Once routing and context are in place, the same foundation supports governed Agentforce use cases. They are assessed separately, and are not required for the modernization.
Call and case summaries
A short record of the conversation and case for the next agent.
Answers from approved Knowledge
Help for agents and customers that stays within approved content.
Safe handoff
Unclear or sensitive requests move to a person with context attached.
Representative team experience
Healthcare service operations
Prior professional experience of IMR Soft Salesforce practice team members. Sanitized, and not presented as an IMR Soft corporate client engagement.
The challenge
Transition a live, multi-queue contact-center operation away from a prior managed voice model without interrupting service, while preserving routing, multilingual service, telephony, recordings and backend integration.
Team-member scope
Salesforce service workflows integrated with a cloud contact center: IVR and keypad (DTMF) menus, queues and routing profiles, multilingual and business-hours logic, number transition and validation, and secure backend lookups. Work covered architecture, design, hands-on implementation, testing, migration, cutover, troubleshooting and stabilization.
Service continuity
Transition and cutover planning to keep service operating during the platform change.
Routing and operational control
Routing and configuration-control patterns for multi-queue operations.
Queue, language and hours
Queue, multilingual, business-hours and after-hours routing patterns.
Recording and transcript continuity
Planned continued access to historical recordings and transcripts.
Secure integration foundation
Secure backend lookup and context-passing patterns for agents and future automation.
Production readiness
Testing, validation calls, cutover coordination, troubleshooting and stabilization.
Implementation approach
Prove one call path, then move the operation
An assessment maps numbers, menus, queues, routing and integrations. A proof of concept then runs one representative journey end to end, from caller entry to agent context, before the wider migration.
Start 1Assessment
01 Discover
Why change now?
OutputOpportunity brief
02 Assess
What is the current-state gap?
OutputAssessment and target state
03 Prioritize
What should move first?
OutputRoadmap and business case
Start 2Focused proof
04 Prove
Can value be shown safely?
OutputValidated POC and decision evidence
Start 3Transformation
05 Transform
How does it reach production?
OutputProduction solution
06 Stabilize
How is go-live risk controlled?
OutputStable operations
Start 4Managed optimization
07 Optimize
How is value sustained?
OutputGoverned improvement backlog
Managed support after cutover
Routing, IVR and integration changes continue under release controls and a governed backlog.
Contact center questions
No. Contact Center Modernization is part of Service Cloud (Agentforce Service). The same practice covers case management, Omni-Channel, Knowledge, guided journeys and related service work.
No. The approach is architecture-neutral. Agentforce Contact Center, a partner contact center including Amazon Connect, or an integrated or hybrid pattern can all fit, depending on your requirements.
Through phased transition, validation calls, and cutover and rollback planning so customers and agents keep being served while the platform changes.
The program includes a recordings access plan so historical recordings and transcripts stay available for service and review while the prior platform retires.