Tag Archives: service cloud voice

Bolt Data Announces New Partnership with Five9

The Bolt Data partner network is ever-expanding, and our intention is to foster new relationships that not only complement our solution offerings, but help to make them more robust. With our added focus on Salesforce Service Cloud Voice over the past year, it only made sense to connect our organization with some of the most well-versed telephony experts in the arena, Five9.

Five9 is an industry-leading provider of cloud contact center solutions, bringing the power of cloud innovation to more than 2,000 customers worldwide and facilitating more than six billion call minutes annually. The Five9 Intelligent Cloud Contact Center provides digital engagement, analytics, workflow automation, workforce optimization, and practical AI to create more human customer experiences, to engage and empower agents, and deliver tangible business results. Designed to be reliable, secure, compliant, and scalable, the Five9 platform helps contact centers increase productivity, be agile, boost revenue, and create customer trust and loyalty.

At Bolt Data, we partner with our clients to create fully integrated and intelligent solutions that pave the way for connected service, or what we like to call “Service In Sync.” We, along with Five9, operate from the understanding that integration and systems in sync are the key to service success. Customer demand and expectations are consistently growing stronger, and in order to meet their needs; Bolt Data and Five9 play an integral role in enabling all teams to have access to complete 360-degree customer data to provide the highest-touch experience possible.

With Salesforce’s recent Bring Your Own Telephony announcement (read more on that here), and the similarities in our core beliefs, it was a natural fit for us to team up with Five9. Our purposes are interwoven: if we view the customer experience as a business, the contact center is the front door to a foundation built on service pillars. Organizations are now facing the fact that they must reimagine the way they provide customer experiences. Together, we help businesses realize the results of that CX transformation.

Additional Resources

Old School vs. New School: Phone Feature Comparison

How to Add Cloud-Based Phone Service to Salesforce

The Guide to Choosing a Salesforce Service Cloud Voice Telephony Provider

With Salesforce’s Service Cloud Voice Bring Your Own Telephony (BYOT) announcement, it’s big news that if you want to bring your own telephony provider (in lieu of Amazon Connect’s voice capabilities), you can now do so! You might be asking,

“OK, great! So now I ‘have a choice in voice’ and can pick my own own provider, but now what?”

We’ll break down what that means for you and answer the questions you absolutely need to ask as your explore the Bring Your Own Telephony solution.

First ask yourself:

What technology is my chosen telephony provider currently using, and how does that line up with SCV?

Confirm the platform and the underlying telephony are both compatible and supported with Salesforce and Service Cloud Voice. Many times we will see a cloud platform housing a telephony provider, instead of them being one and the same, so it’s good to do some background checking on your chosen provider so you are aware of their technological capabilities

Where are your customers and what language do they speak? Which languages does your solution support? (e.g. for transcription, voice bots, etc.)

Find out which countries you need to support (i.e. if you have contact centers in India and Canada, you need to confirm that your provider offers service in both those areas)

What telephone system and contact center features do we need? What will we need in the future?

Service Cloud Voice currently focuses on the below feature list, so in addition to taking stock of your current system and needs, it’s a good idea to keep these in mind as well.

****Current Feature List****

Agent SSO (requires manual login)

All call control events

All Transfer Types: Warm, Cold, & Merged Calls

Data Dips from IVR to Salesforce Objects

IVR data (Call Attributes) in SF Voice Call Record

Real-Time Transcription

Persist Active Calls on when browser is refreshed

Post-Call CTR Data sync

Call Recording Pause/Resume

Transcription Pause/Resume

Call Recording Playback (in UI)

****New Summer ’21 Features****

Deskphones/Hard phones

Queued Callback

Timed After-Call Work

External Routing

Then ask your partner/provider:

Do you implement the solution yourselves or use specific solution integrators, and if so, which? If yourselves, how many certified Salesforce resources do they have on staff? 

Choose a partner with experience in business process and technical knowledge. Getting a new phone system is a change, and for any change management to be successful, people need to want to adopt and champion the new system. Having a partner that can translate complex technical concepts to adapt to business processes is what makes the system come to life and people WANT to use it.

What should I look for in the sales process? 

Typically a good partner will be consultative in approach and not try to “sell” you on a product, but rather they’ll walk you through best practices, needs and provide you with initial thoughts and solutions, then match those with the effort required in a  written quote. Then, you’re ready to start!

How can I prepare to meet and vet partners?

One thing that can really help is having a process flow of how your contact center or customer service teams works, or a general outline of their workflow, to most quickly identify solutions. Also be prepared to speak to your pain points, business goals and ideal support process flow.

Which countries do you actively support? Do you have a team on the ground? 

During the vetting process, but especially during implementation, you want to make sure your partner/provider can offer in-country support or at the very least time zone support.

What does the implementation process look like?

Your partner should be able to provide a sample timeline and overall effort needed to complete your switch to Service Cloud Voice. We’ve seen implementation last two weeks and some take 18 months – it’s all about your unique solution and needs. Make sure to make time for porting numbers you want to keep and for training users on the new system.

What else should I ask?

One thing to note is that when Amazon Connect launched as the original telephony provider for Service Cloud Voice, it also encompassed the AWS services like S3 for storing call recordings and Lex for speech capabilities. If you choose to use another provider, be sure to ask them how those features would work. 

One more thing: which telephony providers are offering this again?

Here’s the list we have so far, with more partners anticipated to go live in late Summer/Fall (Safe Harbor!). For more info, ask your Salesforce account team.

SCV – Telephony providers: 

  • Amazon Connect (being the original option!)
  • Five9
  • Avaya + Tenfold
  • Genesys + upland InGenius
  • Natterbox
  • Talkdesk
  • Vonage

Additional Resources

Salesforce SCV Bring Your Own Telephony Announcement

Old School vs. New School: Phone Feature Comparison

How to Add Cloud-Based Phone Service to Salesforce

Salesforce Announces “Bring Your Own Telephony”

It’s here! Your choice with voice! When Salesforce launched their new telephony product, Service Cloud Voice, it was great, fully integrated, customizable, future proof, and all the good things! The only question we heard time and again was, I’m not sure I’m ready for Amazon Connect to be my telephony provider (fyi, Amazon Connect is the telephony provider behind the scenes for SCV), and would love if I could bring my current provider (like Five9, Vonage, etc). Wellllll the moment we’ve all been waiting for — the GA release of BYOT (Bring Your Own Telephony – will be here on June 15th! Below we’re bringing you the 411 on this new update!

Why do I want this/Why do I care?

Service Cloud Voice is known to add value to your contact center by doing the following:

  • Native integration for the best possibly Omni-Channel routing and supervisor visibility (view and balance all agent work, from all communication channels)
  • Real time transcription and more modern features, for more efficient tools and productivity, improving agent training and handling increased volume
  • A complete Customer 360 view, enabling all teams to provide the best possibly customer experience, improving KPIs like First Contact Resolution and CSAT while connecting all service channels and data

Previously Service Cloud Voice came with Amazon Connect, but now that you can choose from other telephony providers, you can find the solutions that works best for your team!

Who does this apply to?

Customers who want to bring their own telephony system, so say you have Vonage and love it, but wish it were part of what Salesforce is doing with their voice product (ie, more integrated with Omni Channel routing, etc), now you can have the best of both worlds – your chosen telephony provider AND Salesforce, working together better than ever!

What does it do?

The goal of BYOT is that telephony providers will be offering a contact center solution utilizing their telephony platform that works in a way similar to how Amazon Connect currently powers Service Cloud Voice. In every aspect, the objective is for the Service Cloud Voice product to be as integrated and as native as possible, whether a customer uses BYOT or Amazon Connect.

Which partners are offering it, is mine included?

Here’s the list we have so far, with more partners anticipated to go live in late Summer/Fall (Safe Harbor!). For more info, ask your Salesforce account team.

SCV – Telephony providers: 

  • Amazon Connect (being the original option!)
  • Five9
  • Avaya + Tenfold
  • Genesys + upland InGenius
  • Natterbox
  • Talkdesk
  • Vonage
via Salesforce

When can I get it? 

Generally Available in the Summer ’21 (232) release on June 15 (unless you were lucky enough to be part of the Spring Pilot earlier this year!) (Locate your instance in your org, then go to https://trust.salesforce.com/en/ to find your Summer release date)

What exactly is Service Cloud Voice for BYOT/partner telephony?

Service Cloud Voice with BYOT will open up the capabilities and benefits of Service Cloud Voice to a range of telephony partners. 

Sounds great, but I need the technical nitty-gritty, where can I find that?

If you’re a techie, we’ve got the deets! In short, what has happened is that other telephony providers in the telecom world have been given a set of APIs that enable them to connect their telephony services or cloud phone system to Salesforce and achieve a contact center experience similar to the capabilities available with Service Cloud Voice with Amazon Connect. 

To give a deeper dive, essentially the BYOT telephone providers have built an integration with their telephony product and Salesforce’s SCV product – powered by  a combination of server-side REST API and client-side JavaScript libraries to build their entry point to Service Cloud Voice in order to support features such as agent auth, agent call controls, VoiceCall record creation and updates, real-time call transcription, after-call work, call recording playback, VoiceCall reporting and metrics, and supervisor monitoring. Your BYOT provider will have put all of this into a managed packaged and added a connector, both will then be installed into your org, configured, tested, and you’re off to the races! (And if you’ve been around since the start of Open CTI days, what’s different now is that Service Cloud Voice natively integrates the phone call on the Salesforce platform to make voice a digital channel. This is an end to end solution for phone support, inclusive of everything from telephony setup to agent automation to call analytics. Service Cloud Voice leverages components such as Omni-channel, Workforce Engagement, and Einstein.)

New SCV BYOT Resources:

New Service Cloud Voice Documentation (from our friends at Salesforce, includes a new learning trail with demos, trailheads, customer stories, training webinars, and more!)

Official Release Notes: Use Your Telephony Provider with Service Cloud Voice for Partner Telephony (Generally Available)

Additional Resources

Old School vs. New School: Phone Feature Comparison

How to Add Cloud-Based Phone Service to Salesforce

Answering Your Questions About Service Cloud Voice

Thanks again to everyone who was able to join us last week for Cut the Cord, our Service Cloud Voice (SCV) panel discussion. Service Cloud Voice is the contact center product from Salesforce, with fully integrated telephony powered by Amazon Connect (and a host of AWS tools). If you missed the session, you can check out the recording here.

We had many great questions come in after the webinar and thought it would helpful to recap the answers here as a resource for you. Let us know in the comments or shoot us an email (hello@bolt-data.com) if you have a question too!

What’s different about Service Cloud Voice?

Service Cloud Voice brings the communication channel everyone wants – phone calls – into the Salesforce cloud, where it enhances the customer 360 view in a powerful way. Now the agent can see a true and complete picture of their customer, showing all customer actions and information, including their equipment on site, techs who have visited, products they bought, account history and more! All of that information in one place and available for your contact center teams is a game changer. Nothing else is fully integrated like Service Cloud Voice. In addition, this product will benefit from the resources and improvements that Salesforce and AWS will provide, which makes it quite the future-proof solution. 

What is the value of real-time transcription?

For agents, it helps reduce the burden of documenting the call and helps focus their attention on the customer.

For the customer, they won’t have to repeat information, like order numbers or spelling, because the agent can scroll back to the beginning of the conversation to grab that info to copy and paste.

For supervisors, multiple calls can be monitored. From a quality assurance perspective, if you are a very customer-centric company, you can flag certain undesired words, and if, for example, an agent says “I can’t” that call could easily be coached in real-time.

Just remember, everything from the second the customer dials your contact center to when they hang up is not only recorded, but also transcribed. And with the Amazon Connect customization options, if there are SLAs that needs to be met, those can easily be accommodated too.

How does licensing and pricing work? 

For licensing, Service Cloud Voice is essentially two parts. The first is an add-on platform license and the second is a choice of one of three platform minute bundles. Included in those platform minute bundles are supporting AWS services (like LEX Voice IVR, Call Recording, Call Transcription, Call Audio storage, and Lambda integration) as well. Since this is a fully integrated and equipped product, things like call recording are standard OOTB.

We always recommend to get final licensing info directly from your Salesforce AE, especially because they have a calculator tool that can help factor in your inbound minutes (including toll free), outbound minutes and number of agents, to help choose the platform minutes bundle that is right for you.

What about my numbers?

Yes, you can port your existing number, and yes, you can get new DIDs and Toll Frees if you want as well (provided by Amazon Connect). Amazon calls it “claiming DIDs” and you can have a new number in virtually seconds. Billing for DID and TF minutes pulls from the platform minute bundle in Service Cloud Voice, and all billing comes from Salesforce (although telephony will show separately). 

How can I dip my toe in without taking a risk on a new product?

We recommend choosing a small group of agents, or one team out of your center, to start with and once comfortable, go live with other groups across your organization. This is a very flexible and scalable product, so you can quickly and easily add or remove capacity. We have known of several retail customers that add capacity during the holiday season for example.

If you’re a telco expert, Salesforce guru, or AWS ninja, we’d love to hear what YOU think about this product! Comment or send feedback to hello@bolt-data.com, we are always looking for that one question we haven’t thought about yet!

Additional Resources

Your Guide to Cutting the Cord with Service Cloud Voice

Old School vs. New School: Phone Feature Comparison

How to Add Cloud-Based Phone Service to Salesforce

How to Add Cloud-Based Phone Service to Salesforce with Service Cloud Voice

Hint: There’s a Cloud-Based Phone System You Already Have (and Don’t Know About)

What phone provider should I pick? What phone system has the best reviews? What’s MPLS (Multiprotocol Label Switching) and UCaaS (Unified Communication as a Service)? After a quick Google search, you feel like diving into the world of telephone systems is having to learn Greek! Good news, because I’m here to point out an angle that will save you time and money, meet every “must-have” and position your business for both now and the future. We do this by taking a look at a system that’s most likely already in place within your business.

What system is this? It’s Salesforce, a top performer in the CRM category and used by many sales groups worldwide to track, maintain and grow their customer relationships. The Salesforce platform has been around since 1999 and has grown and added different components (called clouds) each year. With these additions, Salesforce not only provides a platform for sales and other teams, but now for customer service, help desk and field service groups as well. And because all of your teams would be working in one system, just with different options and functions, all the information about your customers and company is visible to everyone, empowering the best decisions across the board.

All of that sounds great, but what about my phone system? Maybe you just switched to a beautiful Avaya system, or maybe you have an old PBX in a phone closet, but either way, Salesforce and their partners have several different options so that you can keep your phone number, all while increasing functionality and moving to a newer and easier cloud-based phone system. 

We’ll begin with some basic tech specs around the Salesforce platform. This is not something you install on one computer and have to be at that computer to use; it’s entirely cloud-based, so all you need is the Internet to use it. It’s built on one of the most secure and trusted platforms in the world (so no worries on hackers) and there are tons of resources dedicated to constantly improving and adding to the platform. With three releases a year, you have the latest and greatest without having to buy upgrades or change systems.

Another item to note is that there are multiple ways to plug phone functionality into Salesforce. The first is the DIY approach, which can range from building custom code to using a pre-built integrator from your telephony provider.  This could mean that your phone provider has their own integrator, uses a third-party app or they know how to use Salesforce’s Open CTI (which stands for Computer Telephony Integration) type connection. The second option is a new product from Salesforce, Service Cloud Voice. This is a native voice component, powered by Amazon Connect, the call center platform created by and for Amazon, using AWS infrastructure. Service Cloud Voice is the new kid on the block, launching July 21st, 2020, with a roadmap that includes other types of possible voice connection options. Let’s dive in!

Option 1

Salesforce +  your phone provider + their chosen method of connecting voice to Salesforce

Of the methods mentioned above that your phone provider can use to connect to Salesforce, I’m going to discuss the most generally accepted open-source model. This is using Salesforce’s Open CTI adapter to connect and enable Salesforce to work with your desktop softphone (aka using your computer as a phone). This code sits on a server in the cloud and provides a bridge between your phone and Salesforce, allowing you to make calls from right within your Salesforce instance. You can take this a step further and use a softphone that’s already part of your telephone system or one that is compatible with your current phone system. With an Open CTI option, all voice set up, billing and support is typically done by your phone or Open CTI provider.

Pros: Open source, so build to connect to almost any system and leverage existing telephony provider

Cons: Most cases won’t be able to include native functions. For example, you may not be able to attach a call recording to a contact without a manual work around or building out some further automation.

Open CTI Architecture (Source: Salesforce)

Option 2

Salesforce + Service Cloud Voice (powered by Amazon Connect) 

Service Cloud Voice (find the org. pre-requisites and set up steps here) is the new add-on product for pre-built, out-of-the-box telephony within Salesforce.  It is the first product ever to provide voice services and call center phone system features natively inside Service Cloud, appearing on the agent console (no separate system or stand alone screen pop), but also to offer live voice transcription using Einstein (Salesforce’s AI platform and tools), for guiding agent actions and providing unprecedented detail in reporting and analytics. One exciting note about this real-time voice transcription, is that managers can monitor and support multiple calls as they happen – reading the text rather than listening live. This is a huge help while working remotely in order to support the agents, especially  as it relates to whisper features. 

Pros: With the combined technology powerhouses of Salesforce and Amazon, this product seems to have everything to fuel the contact center of the future, and the real-time voice transcription connecting to Einstein is reminiscent of The Jetsons! It’s also worth noting that while the telephony is powered by Amazon Connect through the Service Cloud Voice product, the billing is handled by Salesforce. In other words, if you already have Salesforce, this feature would add on to the monthly bill, helping to streamline expenses. 

Cons: It’s brand new, so as we move forward, we’ll be sure to keep you updated on anything we find!

Salesforce’s architecture of Service Cloud Voice (Source: Salesforce)

There are far too many features of Service Cloud Voice to cover here, so check back often as we share more in-depth details. For all your burning questions, shoot us a note! Let me know in the comments below your preferred telephony provider and how they integrate with Salesforce; I’d love to see all the options out there! Happy dialing!



As a project manager, Rachel has worked on the Salesforce platform, and also with other CCaaS and UCaaS solutions as well, and her love of all things telephony and voice ranges from old school PBXs and punchdown blocks, to the current cloud technology of today.