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.
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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!
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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!
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.
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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.
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