An Introduction to Service Cloud Voice with Amazon Connect
A Novel Contact Center Solution pre-integrating Salesforce Service Cloud with Amazon Connect.
Telephony seamlessly complements your Salesforce Service Cloud investment and by combining voice communications, digital channels, and CRM data, you empower your agents to provide smart and streamlined service to your customers from anywhere. Amazon Connect provides an integrated voice channel in your Salesforce Service Cloud omni-channel experience, resulting in a unified contact centre experience for customers and agents.
What makes this such a “big deal”?
CRM and the service agent console have been disconnected from phone conversations. A common issue with legacy contact centre solutions is that agents must navigate multiple browser tabs and application windows to serve their customers. This results in increased staffing costs, longer on-boarding times, cross-training issues, longer average handle time, and complicated technological implementations that prevent future scaling.
It’s Time to Get More Out of Telephony
Service Cloud Voice is built natively on the Salesforce Service Cloud platform and comes pre-integrated with telephony from Amazon Connect. Your Salesforce CRM and telephony are seamlessly integrated with Service Cloud Voice to automatically populate records, suggest actions or content with AI, and unlock powerful reporting options 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 conversations with fewer clicks and screens. With the Service Console, agents can find everything they need for their day-to-day responsibilities in one place including different contact channels, conversation transcriptions, customer information in the CRM, and AI-driven knowledge sources. Supervisors can also view all digital interactions and provide support as needed.
Since Service Cloud Voice is a cloud-based offering that uses Amazon Connect for telephony, it opens up a whole new world of cloud integrations and frees on-premise implementations from proprietary and legacy constraints. This enables businesses to fully leverage the cloud in adapting to unforeseen market changes and scaling their contact centre operations in an agile manner.
Why is Amazon partnering with Service Cloud Voice?
Amazon Connect’s strength combined with Service Cloud Voice helps unlock unmatched customer value with the #1 CRM and to develop the most innovative telephony offering. AWS is the world’s most widely used cloud platform and a leading public cloud, allowing Service Cloud Voice users to take advantage of the vast benefits of agile development, accelerated deployments, and limitless scalability by empowering innovation to better serve its customers. Amazon Connect, with such a powerful cloud platform, enables Service Cloud Voice integrations with a wide range of enterprise applications while also leveraging the AWS ecosystem.
Cloud Voice has a pre-built integration with Amazon Connect cloud telephony.
Subject Matter Experts at Teqfocus Can Teach You More
Learn More from Our Subject Matter Experts
If you’re interested in Service Cloud Voice and want to know how to make your CRM or contact centre more efficient, we can help. Salesforce and AWS have expanded their global strategic partnership, and Teqfocus as an APN Advanced Consulting Partner for Amazon Connect as well as a Certified Salesforce Consulting Partner, has the unique set of skills and expertise to accelerate your cloud, agent, and customer experience.
Get in touch with us to learn more about how we can help you get the most out of your Salesforce investment by leveraging Service Cloud Voice with Amazon Connect.