Casie Lemaire
Aug 6, 2020

Voice Insights - Analytics for Service Cloud Voice

Voice Insights - Analytics for Service Cloud Voice

Voice Insights - Analytics for Service Cloud Voice 

Managing your contact centers and keeping track of its performance can be quite daunting, especially if you have to manually enter data on your own. As a result, it can also be costly. If you are looking for an alternate solution to increase productivity within your contact centers and obtain a full 360 degree view of your data, look no further than NeuraFlash for guidance!

NeuraFlash: Experts in Voice, Salesforce, and AWS

When it comes to Salesforce Service Cloud Voice, NeuraFlash is well equipped to provide the expertise of its functionality. Collectively, our team has over 80+ years of experience within the telephony ecosystem and we are one of the only Salesforce partners to provide a full understanding on how this can truly transform your business. 

Not only does NeuraFlash provide the AI necessary to execute automated functionalities, but we comprehend that implementing this technology also means that you want to make sure you are getting the most out of your investment. Which is why we created the voice insights package to further assist you in your AI journey. 

Voice Insights Package

Similar to the capabilities within the insights package we have for the Einstein Bots, we have built a Voice Insights Package specifically for Salesforce Service Cloud Voice. When deploying Service Cloud Voice, data exists between Amazon and Salesforce. The main challenge is unifying all the data. 

The Voice insights package incorporates that data into one platform, making it much simpler to understand how your Voice Bot is performing, and how call data is impacting overall call agent performance. It can track and measure metrics such as case deflection, and average handle time reduction, as well as performance metrics such as channel shifts. 

The package allows data from Amazon around Voice Bot performance, Queues, and Salesforce Call Agent data to be blended together. Some of the common questions that the voice insights package can help you answer are the following:

  1. How many calls are you getting?
  2. How quickly are your agents responding?
  3. How long are your customers waiting in a queue?
  4. How long does it take to complete the cases and the caseload that comes in via voice?

To further understand the functionality behind our Voice Insights package, check out our demo, as our Senior Director of Product walks you through this insightful feature. 

Let NeuraFlash help you install Service Cloud Voice today!

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