We all know how important the voice channel is for customer service. Customers expect a quick response. Therefore, a service agent needs access to customer details on the spot in order to quickly capture all necessary data during the call.  

Before 2019, Salesforce used the Call Center module for integrating with telephony services. Salesforce Service Cloud Voice is a significant upgrade of the Call Center module and offers many benefits. In this article, we discuss some of them. 

The power of Omnichannel and Service Console 

As mentioned above, Salesforce Service Cloud Voice is well integrated with Service Console. Having these two solutions linked together gives you many benefits. Agents can focus on customer queries rather than opening new windows with different systems. With omnichannel routing, you can reduce the service team’s workload and route incoming calls based on agent knowledge or presence status. There is no way not to mention predefined reports and analytics that can improve Service Teams even further.  

How to use Salesforce Service Cloud Voice for customer service

What you get off the shelf  

Service Cloud Voice is integrated natively with Amazon Connect, so you do not need to worry about custom CTI packages. If your company does not want to use Amazon, there is still an option to go with another service provider. Having this integration built-in helps install and configure the whole solution quickly and easily.  

Salesforce changed the Service Console to integrate the service conversation into the console (before it was a pop-up). Moreover, the calls are transcribed and saved within a case. This feature is critical if an agent can’t close a topic during a single interaction with a customer and the case needs to be passed to another agent for support.  

Additionally, the package comes with many predefined flows and (if you select Amazon) Lambda Functions. For example, you can define the customer experience when a call is transferred to a queue or check if a customer has any open cases before moving the call to an agent. You can customise the out-of-the-box flows to address your use case. Please note that coding skills are not required.  

Final considerations 

Every Salesforce product comes with Org limits. Before deciding which CTI solution is best for you, review the Salesforce Service Cloud Voice documentation carefully and compare it to the expected figures. There are two different products: Salesforce and CTI Provider (i.e., Amazon). Therefore, make sure you budget this separately. Last but not least, Salesforce Cloud Voice needs AWS skills. Make sure your implementation partner can support you in this area. 

If you need help with Salesforce Cloud Voice implementation, visit our offering page and reach out to our experts.  

About the author

Michał Gronowski

Michal Gronowski

Head of Salesforce