Service Cloud Voice, a new product that will modernize the contact center by embedding telephony inside Salesforce Service Cloud has been launched earlier this year. Service Cloud Voice unifies phone, digital channels, and CRM data in real-time in one centralized console and can be regarded as the contact center of the future — intelligent, unified, and fast.
With Service Cloud Voice, companies can:
- Integrate telephony and route calls on a single platform: Agents can work from a single, powerful console, eliminating the need to toggle back and forth from multiple screens and find manual workarounds.
- Boost productivity by reducing data entry and call wrap-up time: With automatic transcription capabilities, agents can now focus on what actually matters — addressing the customer’s needs quickly and accurately.
- Leverage AI-powered agent recommendations: With call transcriptions surfacing in real-time directly in the Service Cloud console, Einstein AI can now provide recommended solutions and next best actions for the agent in the background, reducing average call time and improving both the agent and customer experience.
- Empower supervisors with real-time omni-channel visibility: A new supervisor console lets managers view all calls and digital conversations in real-time, monitor where calls are being routed to and what skills each agent has, and which conversations may require them to assist on or offer coaching live or after the fact.
For example, when a customer calls in, omni-channel routing directs them to the right agent, and transcription capabilities turn speech into text that can be viewed alongside customer data in the console. This empowers the agent to deliver a personalized experience based on factors like the customer’s purchase history, warranty information or past interactions across channels. With the call converted to text, Einstein AI can go to work by serving up recommended responses, knowledge articles and next best actions to the agent. A new supervisor console lets managers monitor, step in, and provide assistance, and the call transcript is attached to the customer record for future reference. All of this adds up to a better experience for both customer and agent.
Salesforce gives their customers the freedom to choose which solutions work best for their needs by providing a bring-your-own-telephony option that lets them select a provider of their choosing, or simply keep their existing telephony provider for transcription and other services. And for customers looking for an out of the box solution, Salesforce partnered with AWS to integrate and offer Amazon Connect inside of Service Cloud.
“With new customer service channels springing up continually, it’s important that IT and contact center leaders focus on creating a holistic environment. The phone remains a significant channel of interaction for escalation purposes and for complex issues,” said Mary Wardley, Program Vice President, Loyalty and Customer Care, IDC. “With the plethora of available channels of interactions – particularly digital – by the time a customer places a call to a company they have likely already tried and failed to solve their problem elsewhere, making it all the more crucial that the agent is equipped to answer their question quickly, accurately and in context.” (Source: Salesforce.com)