Salesforce, the world leader in customer relationship management technology, recently announced a new update. The customer experience solution Service Cloud Voice with Amazon Connect, is now generally available. The service, which was originally announced as part of Dreamforce 2019, brings together digital channels, voice, and CRM data for a complete unified console.
With the Service Cloud Voice experience, whenever a phone call routes to an agent, it appears within that agent’s workspace. Every employee gets a command centre they can use to manage customer interaction and data histories. At the same time, those agents can deliver service across a host of channels in the same environment, including phone, messaging, and chat.
Salesforce and AWS are working together to offer Amazon Connect for pre-integrated telephony, so that companies can quickly and effectively jump into their digital transformation strategies.
Supporting the Evolving Contact Centre
The arrival of Service Cloud Voice with Amazon Web Services makes it easier for companies to digitize the call centre as quickly as possible. This is particularly valuable in the age after COVID-19, when call centres are facing rapid changes in workplace environments.
Even in these digital environments, where customers expect to have numerous channels in which to communicate with companies, voice still reigns. Around 93% of consumers still say that they rely on customer service via phone. That’s why Salesforce felt it was so important to deliver the SERVICE Cloud Voice experience with support from AWS.
The Service Cloud Voice solution with Amazon Web Services unifies customer data, voice, and digital channels on a centralized console, delivering benefits like:
- Integrated call-routing and telephony on one platform. There’s no need to hop between screens and applications.
- Boosted productivity thanks to reduced data entry and wrap-up times for calls. Automatic transcription capabilities keep agents focused on addressing customer needs fast
- AI-powered agent recommendations that support a better customer experience. Call transcriptions surface in real-time on the console to provide recommended solutions and best actions for the agents in the background
- Omni-channel visibility. Supervisors can access omni-channel visibility with an aligned console that helps with managing and viewing calls and real-time conversations. Supervisors can also see where calls go, and what kind of skills each agent has
An Exciting Update For Contact Centres
Salesforce announced that the response to Salesforce’s new Service Cloud Voice solution with Amazon Web Services has been hugely positive. Already, many companies are making the transition into the digital landscape. Now that companies have a way to easily digitise voice, they can streamline their contact centres, and deliver better customer experiences from any environment.
The new generally available solution will help agents to provide the kind of experiences that customers need, even in the age of anywhere working, where employees are spending more time outside of the office. This new solution is one of many steps that Salesforce is taking to ensure that companies can continue to perform at their best, no matter how the workplace evolves.
