Tag: Service Cloud Voice

Service Cloud

How the new Service Cloud Voice & Amazon Connect Integration will help Enterprises Improve Customer Service

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.

Salesforce Release

Salesforce Summer 20 – Here are the Top New Features

Salesforce Summer 20 features are now live and available for the general customers. The new release includes over 300 innovations across the Customer 360 platform to help enterprises cope up with the current market shift. Here are some of the top highlights from the latest release:


Salesforce announced its new product Work.com in the month of May to help companies and communities safely reopen their business while putting employee health and safety first. In the latest Summer 20 release, two of the top features of Work.com Workplace Command Center and Emergency Program Management have become live. 

Workplace Command Center will help organizations assess return-to-work readiness from a single hub to reopen their workplace safely. Employee wellness, training completion, shift scheduling, and facilities preparedness can also be managed and monitored. 

Emergency Program Management is a part of the earlier announced Emergency Response Management suite of products. This product helps organizations support residents, communities, and agencies during crises by providing access to emergency information and replacing manual processes with streamlined application processes.

Click here to know more about Work.com. 

Service Cloud Voice

In order to enhance service agent productivity, customer satisfaction, and supervisor insights, Salesforce introduced voice into Service Cloud. Telephony channels can be integrated natively in the Service Cloud Console along with digital channels. Service agents use a single oni-channel module to accept customer interaction and with real-time call transcripts, they can connect workflows and next-best actions to the voice conversations. 

Sales Cloud: Einstein Call Coaching

With the new Einstein Call Coaching, sales reps can optimize customer interactions leveraging conversational intelligence. Managers can also get visibility into reps customer calls with the post-call insights. With Intelligent trend recognition, sales reps can create and improve strategies based on conversational trends. 


Salesforce also introduced Einstein Search and Customer Surveys to the platform. Users can design and embed surveys across customer journeys and integrate feedback to Salesforce objects to get better insight at each stage of the customer lifecycle. The power of Einstein Search will personalize search results based on a user and their work such as geography and industry. 

Healthcare & Life Science

To help healthcare service providers quickly access the disease spread and empower sales reps with clear inventory insights & the right equipment to meet current medical demands, Salesforce has rolled out a bunch of features. Sales Visit and Inventory Management empower sales reps with new visit & inventory planning tools to ensure they have the right products and resources at every visit. 


To engage shoppers and business buyers with comprehensive Commerce solutions, Salesforce’s new Commerce innovations allows users to deploy B2B Commerce with Lightning Experience in order to make it easy and fast for front end managers to run their sites quickly and stay connected to Salesforce data & processes. Apart from this, Salesforce has also introduced a set of other features & enhancements for B2C commerce customers including order management support for EMEA & ANZ, and other Order management enhancements.

Salesforce Private Connect 

With collaboration with AWS, Salesforce has introduced a secure, private communication between Salesforce and AWS. This means users can send private traffic between Salesforce and AWS regions without exposing that traffic to the public internet. 

To know more about the Summer 20′ release features, please click here.

*source: salesforce.com

Salesforce Anywhere

Top Five Features of the new Salesforce Anywhere App

COVID-19 pandemic has changed the way we have been working for the past many years and this has certainly transformed the way we are going to work in the coming days as well. Working from the office is now past and working from anywhere is the new normal. Looking at this new normal, Salesforce the global CRM leader has introduced Salesforce Anywhere – which will bring together all the new powerful technologies and platform services to help organizations enhance their productivity and drive a new level of customer success. 

Looking at the current business scenario and viewing the future: selling, promoting, offering customer service, using data and collaborating has become imperative for organizations. With Salesforce Anywhere, companies can advance their digital transformation journey and accelerate their success in the new world of work-from-anywhere.

What is this Salesforce Anywhere? How can it help your business? Let’s have a deep dive into this. 

With Salesforce Anywhere, companies can sell, service, and market from anywhere using the Salesforce Customer 360 & Vlocity industry-specific technology (Salesforce has acquired Vlocity this year). Customer 360 integrates the power of the cloud, social, mobile, and AI to offer a holistic view of each customer to drive seamless initiatives across sales, service, marketing, and more. While features like Service Cloud Voice, Einstein Call Coaching helps in delivering top-grade customer success from anywhere. With Vlocity’s industry-specific capabilities, organizations can leverage industry-specific apps, data models, workflows & APIs to embrace customer success.

Work from anywhere demands team collaboration and Collaboration has become seamless with the new Salesforce Anywhere app which embeds chat, alerts, comments, and video directly into the Salesforce system. Instead of using multiple external tools, and apps to engage with other teammates, collaboration can happen anywhere within the Salesforce record itself. Teammates can start chatting, via instant message or video, while looking at the same page together within Salesforce.

IT support has become one of the biggest challenges while working from anywhere. In order to mitigate the IT support dependency and make workforces productive, Salesforce has announced a partnership with Tanium (A leader in unified endpoint management & security service provider) to build an employee service solution (available in beta in Nov 2020). With the new employee service solution and employee data model, organizations can build, manage, and scale employee apps and services securely at a lightning speed to boost work from anywhere. 

With the power of the MuleSoft AnyPoint Platform, organizations can bring data from anywhere & with Tableau, they can view and analyze data patterns to unlock insights for smarter business decisions. The combination of MuleSoft & Tableau has recently been used to develop the COVID-19 Data Platform to deliver trusted COVID-19 data that can be visualized to help organizations work on safe return to work strategies. 

Last but not the least, leveraging the power of Einstein Recommendations for Trailhead & new learning content organizations can empower their employees to skill up from anywhere. Salesforce also announced a new live-stream series on Trailhead LIVE called Trail Together to guide learners with real-time interaction with the experts. 

The Salesforce Anywhere app is expected to be available in beta in July with customers globally & will be generally available in the fourth quarter of 2020. 

*source: salesforce.com

Learn more about Salesforce Anywhere App here.

Einstein Analytics

Salesforce Brings Voice to Every Customer Experience – Einstein Voice Capabilities

Dreamforce 2019 is in full swing & Salesforce has already introduced some groundbreaking features. The day one of the Dreamforce witnessed a major push for Einstein AI. Einstein has been Salesforce’s go-to product since its launch in 2016. The majority of Salesforce customers are using Einstein analytics to get business insights. With the introduction of Einstein voice capabilities, Salesforce is bringing a voice to every customer experience spanning across the Salesforce Customer 360 Platform. 

Einstein Voice Assistant will guide at every action, insight, and prediction which will make Salesforce users more productive on the go. Einstein Voice capabilities will help developers and admins develop custom voice-powered applications with a few clicks. With this, new solutions for service and sales teams will apply natural language processing to voice conversations and deliver insights that drive intelligent & personalized customer engagement. 

Voice has become the most adopted way of communication in day to day life. A big majority of the people are already using a voice-activated device to perform multiple tasks without tapping a keyboard. Salesforce is helping companies bring voice’s potential to CRM to transform the way we work. 

Einstein Voice Assistant was introduced for the first time during Dreamforce 2018. It was meant to help sales reps to talk to Salesforce in order to perform regular CRM tasks. This helped sales reps focus more time on their core work. This Dreamforece, Salesforce announced that it is going to expand the Einstein Voice Assitant capabilities powered by Einstein Voice Skills that will help admins & developers to create custom voice apps across the Customer 360 Platform in just a few clicks. 

With Einstein Voice, manual data entry and navigation can be eliminated and developers/admins will be able to build custom skills for CRM action like updating a field, creating a task or reading out a prediction. Apart from this, powered by Einstein, new voice intelligence uses natural language processing to call transactions helping sales reps and service agents with insights and trends that will drive personalized & intelligent engagement.  

Service Cloud Voice

The new Service Cloud Voice enables integration between telephony inside Service Cloud that includes integrating phone, digital channels, and CRM data in real-time in one centralized console. Service Cloud Voice can also integrate with transcription services that convert voice to text in real-time. One of the other advantages of this new Service Cloud feature is, it can enable Einstein to show relevant AI-powered recommended responses, knowledge articles and the next best actions for service agents on voice calls. 

New Einstein Call Coaching for Sales Cloud

With this new feature of Sales Cloud, sales managers can see insights and trends within conversational data. NLP identifies keywords in sales call transcripts, sending alerts of trends like a spike in competitor mentions. These insights can be used to provide sales reps with personalized inputs to improve the customer buying experience. 

Voice Interoperability: Einstein Voice for Any Device 

As part of Salesforce’s voice interoperability initiative, Einstein Voice Skills will be compatible with a wide range of devices from smart speakers to smart devices.

*source: salesforce