Case Study: Zillow achieves intelligent call routing and Salesforce integration with InflowCX

Zillow - Customer Case Study

Zillow faced a critical challenge in efficiently routing inbound sales calls to the correct agent, which was made more complex by their recent acquisition of Trulia. The two companies operated on separate contact center and CRM systems, creating a disjointed customer experience. To meet their need for intelligent call routing and instant data access for agents, Zillow partnered with vendor InflowCX to implement a unified solution.

InflowCX merged the separate communications systems and implemented a ShoreTel Enterprise Contact Center (ECC) system integrated with Salesforce. This solution routes calls based on the caller's existing account, previous interactions, or geographical territory, and instantly pops the customer's record for the agent. The result was the advanced, personalized customer experience Zillow was striving for, ensuring calls are handled by the most appropriate agent with immediate access to all relevant information.

Zillow