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jochle
Contributor ⭐️⭐️⭐️⭐️⭐️
April 15, 2020
New Idea

Click to Call in Gainsight NXT

My company uses GS NXT to integrate with SFDC, however, by moving over to NXT we have lost the efficiency of click-to-call/dial. Additionally, the documentation on GS Go states that there are 2 specific vendors where the click-to-call works. 

Ideally, we would like click-to-call functionality to be available for your GS NXT customers and configurable for many different click-to-call vendors. Ex. We currently use Avaya CTI integration through SFDC, but as you know vendors change.

      6 replies

      Isaac Rahman
      Helper ⭐️
      July 17, 2020

      +1 to this!

       

      Our CSMs currently use Salesforce with click-to-call functionality through Natterbox. Our goal is to ultimately move all CSMs to Gainsight NXT but we’re unable to do this fully due to the lack of click-to-call functionality in Gainsight. As it stands, CSMs have Gainsight open in one tab but then need to switch to Salesforce/Natterbox when they need to make a call. This is counter-productive and breaks the workflow in Gainsight. 

       

      Would be amazing to have a built-in click-to-call feature in NXT like there is in GS SFDC!

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        Manon Ragheboom
        Contributor ⭐️
        July 20, 2020

        +1 to this too !

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          Jelle
          Jelle
          Contributor ⭐️⭐️
          August 30, 2021

          +1

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            Cheri
            Contributor ⭐️⭐️
            November 14, 2021

            +1

             

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              anirbandutta
              anirbandutta
              Expert ⭐️
              November 15, 2021

              Good to see the engagement on this one. + @chethana

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              It's an opportunity for engagement
              Cheri
              Contributor ⭐️⭐️
              November 16, 2021

              Our team implemented Gainsight in June and this is a major painpoint for us. 

              Our CSMs make a lot of outbound calls, and as a Manager, I would like to be able to:

              1. Track volume and duration of calls to measure productivity
              2. As a CSM, not have to use a separate program to make calls, then manually go back to my timeline to add in a Call Note + manually enter in contact stakeholder/ duration/ name or person I called
              3. The adoption of Gainsight has been not going as fast as I would like due to these painpoints in our change management (still having to use multiple platforms)


                In HubSpot for example, it’s a one click call, automatically logs everything and I can run a report on team volume of calls and duration as well. On top of that, we can also record calls for training purposes. 
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