Service Cloud Voice unifies voice calls, digital channels, and CRM data in real-time

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 between 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 the 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 omnichannel visibility: A new supervisor console lets managers view all calls and digital conversations in real-time, monitor where calls are being routed, what skills each agent has, and which conversations may require them to assist on or offer coaching live or after the fact.

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...)