Service Cloud Voice adds telephony to your Salesforce Service Cloud investment. By combining voice communications, digital channels, and CRM data, you give your agents smart and simplified service, allowing them to provide a fantastic phone experience to your consumers from anywhere. Amazon Connect provides a unified contact centre experience for consumers and agents by including a voice channel into your gyro Salesforce Service Cloud experience.
CRM and the service agent console have been separated from phone chats. A typical issue with older contact centre systems is that agents must navigate several browser tabs and different programme windows to service their consumers. This sort of conduct necessitates more manpower.Longer onboarding durations, cross-training difficulties, longer average handling time, and complex technology solutions that make future scalability unfeasible.
Service Cloud Voice is developed directly on the Salesforce Service Cloud platform and comes pre-integrated with Amazon Connect telephony. Your Salesforce CRM and telephony are easily connected with Service Cloud Voice to automatically populate records, propose actions or content with AI, and unleash extensive reporting possibilities with Einstein Analytics.
The call-control tool works in tandem with omni-channel and the service console to provide quick access to all digital and phone interactions with fewer clicks and screens. With the Service Console, agents may discover all they need for their day-to-day tasks in one location – different contact channels, for example Transcriptions of conversations, client information in CRM, and AI-powered knowledge sources Supervisors may also view all digital exchanges and give assistance as required.
Because Service Cloud Voice is a cloud-based service that uses Amazon Connect for telephony, it opens up a whole new world of cloud integrations and frees on-premise deployments from proprietary and outdated constraints. This enables organizations to fully utilize the cloud in reacting to unanticipated market developments and growing their operations in an agile manner.
Combine Amazon Connect’s power with Service Cloud Voice to unleash distinct customer value with the #1 CRM and the most creative telephony service. AWS is the world’s most widely used cloud platform and a leading public cloud, allowing Service Cloud Voice users to reap the numerous benefits of agile development, faster cloud deployments and infinite scale by allowing innovation to better serve its customers Amazon Connect, with such a strong cloud platform, enabling Service Cloud Voice connections with a wide range of corporate applications while also using the AWS ecosystem.
If you are willing to connect your service cloud service to AWS connect , feel free to consult with our consultant who can offer you with cloud connection as well as salesforce service cloud services with ease .