Salesforce, the world leader in customer relationship management technology, recently announced a new update. The customer experience solution Service Cloud Voice with Amazon Connect, is now generally available. The service, which was originally announced as part of Dreamforce 2019, brings together digital channels, voice, and CRM data for a complete unified console.
With the Service Cloud Voice experience, whenever a phone call routes to an agent, it appears within that agent’s workspace. Every employee gets a command centre they can use to manage customer interaction and data histories. At the same time, those agents can deliver service across a host of channels in the same environment, including phone, messaging, and chat.
Salesforce and AWS are working together to offer Amazon Connect for pre-integrated telephony, so that companies can quickly and effectively jump into their digital transformation strategies.
Supporting the Evolving Contact Centre
The arrival of Service Cloud Voice with Amazon Web Services makes it easier for companies to digitize the call centre as quickly as possible. This is particularly valuable in the age after COVID-19, when call centres are facing rapid changes in workplace environments.
Even in these digital environments, where customers expect to have numerous channels in which to communicate with companies, voice still reigns. Around 93% of consumers still say that they rely on customer service via phone. That’s why Salesforce felt it was so important to deliver the SERVICE Cloud Voice experience with support from AWS.
The Service Cloud Voice solution with Amazon Web Services unifies customer data, voice, and digital channels on a centralized console, delivering benefits like:
