Excellent customer service necessitates the ability to change channels of communication to match the customer's changing needs. This is easiest to control through digital methods. Customers still rely on telephone networks for assistance, even though it is not the most convenient method.

When it comes to telecommunication channels, however, technology is frequently obsolete and lacks innovation. Most customers identify phone assistance with long wait times, many transfers, and a lack of agent knowledge.

As a result, it is critical to replace out-of-date systems with a comprehensive solution like Salesforce Service Cloud Voice.

When Salesforce Service Cloud Voice comes into the picture, everything transforms. You can finally unite your call center with the rest of your service platform with Support Cloud Voice. Integrating telephony directly into omnichannel will equip customer service staff with everything they need to provide customized, proactive solutions effortlessly in a single workspace.

In a nutshell, Service Cloud Voice is an advanced telephony system natively merged within Salesforce – initially only with Service Cloud, but with Winter 21, it is now also integrated with Sales Cloud. "Salesforce is already connected to my telephone network.

The UI is totally native to Salesforce rather than an overlay within the CRM system, which distinguishes it from typical CTI (computer telephony integration). This entails a single sign-on (SSO), a single pane of glass from which agents may work, and a unified picture of all client interactions.

Features of Salesforce Service Cloud Voice

Boost Productivity

The customer interaction process includes automatic real-time transcription. While the note-taking process is automated and the call is transcribed for reference purposes and AI-powered support in subsequent parts of the conversation, the operator can now devote 100 percent of their focus to the consumer and their needs.

This can assist managers to gain a better understanding of consumer data and enhance agent effectiveness by reducing average call handling times. These transcripts are easily accessible because they are saved directly in Salesforce.

AI-powered Service

The Einstein engine can offer sensible, real-time ideas on Next Best Action or relevant case solutions for representatives to propose to clients thanks to real-time conversation transcription.

Einstein's suggestions range from good information to share with consumers for further information to step-by-step processes to guide the customer's next steps, all directed by intelligence gleaned from real-time transcribed conversations.

Integration with Omnichannel Console

The omnichannel panel that operators use to resolve client concerns has telephony built right in. Service Cloud Voice uses Amazon Connects pre-integrated cloud phone to deliver this smooth connectivity.

There is no more switching between screens or tools, and each channel's automation can be configured twice. Finally, operators can take client calls in the same dynamic workspace where they manage other digital channels and have access to the 360° view of consumer data that they have access to everywhere. The logic for call routing is set up directly in Salesforce.

Call Center Management

Finally, the digital revolution and AI can deliver the flawless customer experience that they promised. With Service Cloud Voice, telephony is firmly integrated into the Service Cloud, ensuring that all the parts are in place to:

• Reduce the average time, it takes to answer a call and increase efficiency. • Using the power of Einstein AI, increase agent productivity. • Provide extensive customer data, workflows, and ease of use to agents. • Increase customer satisfaction and eliminate friction regardless of the channel via which a consumer communicates

Reporting Analytics

Salesforce did not develop its own phone technology, instead of relying on Amazon's Amazon Connect and Cloud services. According to the plan released at Dreamforce, additional telephony providers can use Service Cloud Voice in the future, but for now, you must use Amazon Connect as your telephone supplier to use Service Cloud Voice.

Service Cloud Speech comes with several pre-built capabilities that use Amazon Connect, which we will go over in detail below, but the best part is that you can use all of Amazon's other services – such as storage, speak bots, and so on – to enhance the experience even more.

Expanded Amazon Services

Amazon Connect is simply one of the services offered through Amazon Web Services, which is a formidable platform. I've previously covered a few of the services SCV uses, but you can further extend its functionality by utilizing other AWS functions.

All of these are listed in the table below, but because this is an area where Amazon is always expanding, these options will continue to grow with each newer version Amazon makes. Using Amazon Comprehend to perform the analysis is a nice example of how SCV can be extended.

Wrapping Up

Service Cloud Voice is a very exciting development for Salesforce, and it'll just grow more remarkable when it's opened up and integrated more fully with some of Salesforce's other technologies. However, this is already a very appealing product.

If you are unhappy with your current salesforce service cloud solution, then our service cloud implementation experts are here to help you in every step.

An Introduction to Salesforce Service Cloud Voice