Getting the most from Service Cloud Voice: Features and benefits
- Both agents and customers stand to gain from the efficiencies created by Service Cloud Voice. Customers will benefit from seamless channel transition and enhanced resolution time, while agents are sure they get the most suitable call to their skillset and availability. So, what’s all the fuss about?
- Direct integration in and routing to omni-channel console
- Telephony is directly integrated into the omni-channel console that agents use to handle customer issues. To achieve this seamless integration, Service Cloud Voice leverages pre-integrated cloud telephony through Amazon Connect.
No more toggling between screens or tools and dual configuration of each channel’s automation. Finally agents can accept customer phone calls in the same dynamic workspace they use to handle other digital channels and access the 360° view of customer data they use elsewhere. Call routing logic is configured directly in Salesforce.
Productivity-boosting tools
Real-time transcription is automatically a part of the customer-agent communication process. Now the agent is able to dedicate 100% attention to the customer and their needs while the note-taking process is automated, and the call is transcribed, both for future reference and for AI-powered assistance in other stages of the call. This can reduce average call handling times and help give supervisors more visibility into customer data and support agent performance. These transcripts are conveniently stored directly in Salesforce for easy access.
Personalised, AI-powered service
Thanks to real-time call transcription, the Einstein engine powers up to make logical, real-time suggestions on Next Best Action or appropriate case solutions for agents to recommend to customers. Einstein’s recommendations include everything from helpful content to share with customers for more information or step-by-step processes to guide the next steps with the customer, guided by intelligence pulled from calls transcribed in real time.
Quicker call wrap-up and efficiency gains
When calls end, Einstein helps reduce wrap-up time by predicting case fields and pre-completing them and saving the call transcription within the transaction records, which are attached to the case. Agents need only add further notes as desired or required.
Streamlined supervisor monitoring
Contact centre supervisors also gain greater insight with Service Cloud Voice. They can finally apply the same monitoring to telephone calls as they have with other digital conversations, using keywords to flag which calls to monitor and send agents notes and coaching in real time.
Seamless call centre management
- At last, the integrated customer service experience can be as seamless as the digital revolution and AI have promised. With telephony tightly woven into the Service Cloud with Service Cloud Voice, all the pieces are in place to:
- Reduce average call handling times and boost efficiency
- Improve agent productivity, harnessing the power of Einstein AI
- Empower agents with comprehensive customer information, workflows and ease of use
- Increase customer satisfaction and reduce friction no matter what channel a customer chooses to communicate with
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