Service Cloud Voice

The way we think about contact centers is changing

Get rid of outdated legacy phone system in lieu of a natively integrated phone channel on the cloud directly into your Service Cloud Console!

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40+

Years experience

Only Partner in the ecosystem that is both Salesforce & Amazon certified

30+

Customers on Service Cloud VOice

20%

Avg. Immediate Reduction of Overall Cost

What is Service Cloud Voice?

Service Cloud Voice is an intelligent telephony solution natively integrated inside of the Service Cloud console powered by Amazon Connect & Salesforce.

For the very first time all of your customer interaction and CRM data can be stored in one place. When included into your Salesforce console, Omni-channel serves as both the routing engine for voice as well as chat, email and digital engagement. This gives you an entire view of everything that is taking place with the customer: before the call, during the call, and when your customer escalates to a customer care agent.

Empower Seamless Voice Experiences for your Agents & Customers

For the very first time all of your customer interaction and CRM data will be stored in one place!

Agent Experience

Leverage true blended agents: You no longer need to jump between voice platforms and digital channels

For the first time ever, all the customer communication channels your customers currently use will be in one unified, 360 degree view through the Service Cloud console to significantly boost your team's productivity.

Real-Time Voice to Text Transcription

Power predictive agent recommendations leveraging Einstein / Artificial Intelligence (AI).

Real-Time Transcription allows for Einstein “Next Best Action”, “Case Classification”, and knowledge article recommendations for your agents in real-time using Salesforce Einstein. With the entire conversation saved to the case, agent wrap-up time is significantly reduced.

One Centralized Location

All conversations will be received and stored within the Salesforce Service Cloud console.

Service Cloud Voice allows all of your data, analytics, and reports to live in one place. So now for the first time, you can have all the reporting and analytics of your entire contact center now in Salesforce.

Natively Integrated VOice Bots

Add a Voice Bot powered by Amazon Lex & Einstein

With Amazon Lex and Einstein, you can implement a robust natural language powered interactive voice response system (Voice Bot) to automate calls and reduce the average agent handle time with your employees.

How Can NeuraFlash
Help You?

At NeuraFlash we understand the voice, the AI and Salesforce aspects of the contact center.

As a leading AI and chatbot partner of Salesforce, we are the only partner to be both Amazon & Salesforce certified and have a deep expertise with voice solutions. In fact, many of our team members (including our founders!) come from backgrounds with IVR and telephony providers.

We know the importance of having your voice solution natively integrated into your CRM.

Case Study: Finacial Services

REMITLY Immediately Reduces cost by 20% Following Implementation of Service Cloud Voice.

Remitly is an international payments company that leverages digital channels, including mobile phones, to send money internationally.

Their previous telephony system was not scalable and didn’t have all of the capabilities they needed. Partnering with the NeuraFlash team, Remitly was able to stand up Service Cloud Voice in 3-4 weeks which seamlessly integrates into their Salesforce console and optimizes their customer & agent experience.

Post Deployment, Remitly saw: 20% Immediate Cost Reduction & 15% Increase in Agent Efficiency

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NeuraFlash's Voice Essentials Product suite

Virtual Wallboard for the Contact Center.

Gain insight into immediate call details, like call metrics, configurable metrics of importance, configurable time horizon, and Service Level Agreements (SLAs) for green/red flagging.

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Virtual Wallboard for Agents

Give your call center agents time tracking information and real time call metrics. They’ll be able to see how long they’ve been on break or taking calls, dynamic time tracking, real time view of current call environment, and more.

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Voice Quality Gauge

Ensure agents have a stable connection at all times. You’ll be able to customize thresholds for network speed, automatically run speed tests in the background, and alert supervisors or management about any connectivity issues.

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Salesforce Visual Voicemail

Manage call overflow by collecting voicemails, playing voicemails in the console, creating cases with call details and transcript, and create Salesforce objects (like cases, leads, etc) based on the voicemail to manage your workflow.

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Sentiment Advisor

Get real-time sentiment analysis. Understand and visualize sentiment during agent conversation and track sentiment scores for reporting and Workforce Management.

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Ambient Knowledge

Improve your agent efficiency and accuracy by automatically displaying Knowledge articles. Ambient Knowledge listens and understands real-time conversations and displays Knowledge articles based on conversation context.

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Questions about Salesforce Service Cloud VOice

What is Service Cloud Voice?

Service Cloud Voice is an intelligent telephony solution natively integrated inside of the Salesforce service cloud console. As announced at Dreamforce 2019, this solution is going to combine the power of Einstein to your phone system, the agent and your customers. Salesforce partnered with Amazon to link Service Cloud with Amazon Connect (on AWS platform). With this partnership Service Cloud Voice allows all phone calls to be routed on a single Omni-Channel platform.

Learn more here.

How Can Service Cloud Voice Help Me?

Today, phone is a high traffic channel. Your customer support agents deal with high call volumes and find themselves answering the same questions over and over again. By implementing Salesforce Service Cloud Voice into your Omni-Channel, you will be able to leverage IVRs/voicebots that will heavily impact your call center's case deflection rate by reducing the average handle time of your agents. In addition, you will have a one central location that hosts ALL of your customer data and powers Salesforce's Customer 360.

Learn more here.

What is the relationship between Amazon Connect and Service Cloud Voice?

Service Cloud Voice brings together phone, digital channels, and CRM data into one unified contact center experience. Amazon Connect offers pre-integrated cloud telephony and automatic speech recognition for both agents and supervisors in Service Cloud, the leading customer service platform.

Together they provide a powerful contact center solutions!

Learn more here.

How is Omni Channel Routing impacted by Service Cloud Voice?

With the power of omni-channel, agents can finally sync communication with customers across all channels. Service Cloud Voice will allow you to integrate voice with all of your digital channels for a 360 degree view, connecting agents, CRM, data, and integrations in one place for the first time. No more having to constantly switch to different channels or repeat any processes to make sure your customer’s needs are met!
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You can think of the omni channel as being traditionally two brains. 1 brain is for voice, formally known as the routing engine and the other is for chat, email, and digital engagement. We are now able to make this channel act as truly one brain. This dual functionality allows access to unified reporting and an expedited customer service experience.

Learn more here.