Last week, Salesforce announced the much anticipated general availability of Service Cloud Voice which they first declared at Dreamforce’19. Service Cloud Voice brings together phone, digital channels, and CRM data into the Service Cloud unified console in real-time. This also provides transcription capabilities to mitigate the time & effort required for data entry and leveraged the power of AI for agent recommendation. 

Service Cloud Voice

The Service Cloud Voice functionality allows service agents to attend customer phone calls assigned to them directly in the work environment rather than switching different systems. The console works as a centralized hub where service agents can manage customer data & interaction history. They can also help customers with their queries directly from the console through all contact channels. Service Cloud Voice also allows supervisors to watch and listen to the conversations live between service agents and customers in order to make enhancements whenever required. 

AWS Connect Integration

Salesforce has extended its partnership with AWS to offer Service Cloud customers pre-integrated Service Cloud Voice in Amazon Connect to deliver a comprehensive contract center solution that brings voice conversations, digital channels, and CRM data in real-time. Amazon Connect is a cloud-based and AI-enabled contact center. With the cloud-based telephony solution, Service Cloud Voice will offer a more consistent phone support system for service providers. 

With the pre-integrated cloud telephony, automated speech recognition, and sentiment analysis from Amazon Connect inside the Salesforce platform, Service Cloud Voice also enables seamless omnichannel routing set-up for the phone along with other communication channels to help service agents deliver real-time enterprise-grade customer support.  

AWS Connect offers customers a personalized experience and is designed to manage massive workloads. This is also powered by AI which can help service agents leverage AI to automate customer interactions and enhance customer support delivery.

How Service Cloud customers will be benefited?

With the above developments, Service Cloud customers can leverage the power of both Salesforce & AWS and integrate the service agents, supervisors, and customers together in real-time. Below are some of the top benefits:

  • Enhanced service agent productivity
  • Real-time supervisor visibility
  • A highly streamlined omnichannel operations
  • AI-driven recommendations

In the current situation when workplaces have become virtual and offering excellent customer service is crucial, enterprises are looking out for the best ways to manage the increased service requests in order to help their customers drive the uncertainty of COVID-19. Call centers are now going through rapid changes and they are still trying to figure out the efficient remote work models & digital tools which can help them boost productivity. With this timely launch, Salesforce will certainly take the capabilities of Service Cloud for customer service to the next level.