Salesforce Service Cloud Voice

Service Cloud Voice (SCV) is a combination of Salesforce’s Service Cloud and amazon Connect, a key element of Amazon’s contact center platform. Together, they provide telephony natively integrated into Salesforce. SCV completes the communication channels used in modern customer service, alongside Service Cloud ones like email to case, chat, etc. In addition to providing a vehicle for agents to make and receive phone calls, it also offers call center functionality through Einstein voice analytics for reporting, recording of calls for Q, and Omni Supervisor for Workforce Management.

The customer experience is a leading factor in the continued success of your business. Customer expectations are at an all-time high and will only continue to rise as businesses innovate to provide a premier experience. In order to meet those demands, it’s integral to include a multi-channel communication model in your service solution. Providing customers with options, enabling them to connect with you how and when they’d like, is crucial to customer satisfaction. As part of our view on 360-degree service, we believe utilizing Service Cloud Voice is a forward-thinking method of connecting all of your most important business units on one platform.

Features of Salesforce Service Cloud Voice include

Unify voice, digital channels and Customer 360 data – integrate telephony and route calls alongside digital conversations within Customer 360 Service

Boost agent productivity with intelligence – leverage real-time voice-to-chat transcription to launch AI-powered productivity tools

Deliver Omni-Channel visibility to Supervisors – empower supervisors to “view” calls in real time for training, onboarding and post-call insights

Go beyond open CTI – because agents use one screen for everything, your business benefits from being on one system; call center functionality like WFM and QA is also included, meaning no need for extra systems

Interested in learning more about the benefits of native telephony on Salesforce? Get in touch!