Salesforce, the world no. 1 in customer relationship management, has announced that the customer experience solution Service Cloud Voice with Amazon Connect, is now generally available.
This new product from Salesforce that was initially announced as part of Dreamforce 2019 brings together digital channels, phones, and CRM data in one centralized console on a real-time basis.
With the Service Cloud Voice, whenever a phone call routes to an agent, it will be visible inside the agent’s workspace. Every employee would receive a command center with which they can manage customer interaction and data histories. At the same time, these agents can provide services across multiple channels in the same environment, including telephone, messaging, and chat.
Salesforce and AWS are working together to offer Amazon Connect for pre-integrated telephony so that companies can quickly and efficiently make the transition into their digital transformation strategies.
With the inception of Service Cloud Voice with Amazon Web Services, companies can digitize the call center as quickly as possible.
The Service Cloud Voice solution with Amazon Web Services combines customer data, voice, and digital channels on a centralized console and offers the following benefits:
- Integration of call-routing and telephony on one platform: There’s no need to switch between screens and applications.
- Boosted productivity – Automatic transcription capabilities allow agents to focus on addressing customer needs quickly.
- AI-powered agent recommendations: Call transcriptions surface in real-time on the console to provide recommended solutions and best actions for the agents working in the background.
- Omni-channel visibility: Supervisors can access omnichannel visibility with a dedicated console to manage and view calls and calls in real-time.
The new generally available solution will help agents provide world-class customer service, even in the age of remote work, where employees are spending more time outside of the office.
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