Salesforce Voice

Salesforce Voice (previously Service Cloud Voice) is a modern functionality of Salesforce that enables the addition of a phone channel directly into Salesforce and the Omni-Channel platform. It offers the possibility to create a more personalized experience for customers, while improving the productivity of customer service agents.

The most popular and advanced phone system that can be integrated with Salesforce Voice is Amazon Connect, a modern contact center solution developed by AWS. It is fully cloud-based and scalable from a few users to thousands. Connect offers all the necessary modern functionalities and many advanced AI-based ways to enhance the customer experience. Salesforce Voice and Amazon Connect work seamlessly together, and new joint functionalities are continuously being developed. In 2023, Salesforce and AWS have formed a strategic partnership and will further develop the compatibility of their products in the future.

 

Salesforce Voice features and benefits

  1. Unified Customer Experience: Calls can be managed directly on the Salesforce platform, offering customer service agents a seamless experience and the ability to create customer experiences that exceed expectations.
  2. Effective Data Utilization: Combines Salesforce data and analytics with Amazon Connect’s Contact Center features. For example, in call routing, Salesforce data can be used extensively to personalize the customer experience and offer various automated self-service options.
  3. Improved Customer Service Productivity: Automatic functions and intelligent suggestions enhance the efficiency of customer service agents. Calls are transcribed into text in real-time, and Salesforce’s Einstein AI can make suggestions, for example, from Knowledge articles.
  4. Real-Time Analytics: Amazon Connect’s Contact Lens also analyzes the customer’s emotional state during the call, the progress of the call in relation to set goals, and identifies the subject and keywords of the call.
  5. Scalability and Flexibility: A cloud-based solution that scales according to the needs of the business. Salesforce Voice is suitable for anything from a few users to thousands.
  6. Speed: The implementation of Salesforce is easy and fast. The Amazon Connect Contact Center can be created directly from Salesforce.
 

Complementing platforms with unique features

Salesforce Voice seamlessly integrates Amazon Connect into Salesforce, combining the functions of both systems into a modern voice channel.

Amazon Connect features:

  • Calls (via traditional phone numbers or directly from, for example, a mobile app or website)
  • Routing Flows (IVR, queues, dynamic routing, data collection, prioritization, self-service functions, etc.)
  • Voice Bots (Amazon Lex and generative AI’s Bedrock)
  • Secure call recording and call recording management
  • Call transcription into text, also in Finnish (Transcribing)
  • Callback or Voicemail solutions
  • AI-based call analysis (Contact Lens)

 

Salesforce Voice features:

  • Providing CRM data for Amazon Connect’s use
  • Customer service agent view and phone as part of OmniChannel
  • Einstein AI provides real-time assistance to the agent
  • OmniChannel Supervisor View – a real-time view for team leaders on queues and customer service agents’ status
 
 

Would you like an assessment of Salesforce Voice and Amazon Connect's suitability for your business - possibly without any cost?

Fullon Advisors is an official AWS Services partner, and we can conduct an Salesforce Voice & Amazon Connect Assessment for your company. We review the current state of your Contact Center and the desired future state, and compare this with the features of Amazon Connect and other AWS solutions, building a concrete plan on how to achieve the desired state. AWS can, under certain conditions, fund this assessment work – you could get an expert analysis of your Contact Center done at no cost!

 
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Two minute video on Salesforce Voice (previously Service Cloud Voice):

How to get started with Salesforce Voice?

  • We are an official partner of both AWS and Salesforce, and we have extensive experience in implementing the Amazon Connect system as part of Salesforce.
  • We can assist with both Amazon Connect and Salesforce functionalities. We can conduct a no-obligation analysis of your current situation, your present needs, future expectations, and potential Salesforce environment, comparing it with the capabilities of Salesforce Voice and Amazon Connect. Based on this, it’s easy to assess whether Salesforce Voice and Amazon Connect are the right choices for you.
 
 

Fullon Advisors is an official Amazon Connect and Salesforce partner, so we have strong expertise in both platforms and in integrating them.

 

Do you want to hear more about Salesforce Voice? 

 
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