Salesforce integrates new Service Cloud Voice with AWS Connect

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Salesforce has made its cloud-based contact center solution Service Cloud Voice widely available. In addition, the solution has been integrated with AWS Connect, the cloud-based and AI-equipped contact center telephony solution of AWS.

With the Service Cloud Voice solution that was previously announced at DreamForce 2019, Salesforce customers have access to a solution that brings telephony, digital channels, and data from the Salesforce CRM solution into a single console in real-time.

Service Cloud Voice functionality

With Service Cloud Voice, phone calls assigned to agents appear directly in the work environment of the respective agents. This eliminates the need to switch between different systems. The console acts as a hub for managing customer data and interaction history. From the console it is possible to help customers through all contact channels.

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Other functionality integrated into Service Cloud Voice includes the ability for managers to ‘watch and listen’ to conversations live between agents and customers, in order to make adjustments when necessary. The solution also has transcription capabilities to minimize data entry and uses the AI tool to make suggestions to agents.

Integration with AWS Connect

Salesforce also announced that Service Cloud Voice has been integrated with the cloud-based and AI-enabled contact center solution AWS Connect. With the cloud-based telephony solution, Service Cloud Voice will have more consistent telephony support, according to Salesforce. This, in turn, improves business customer support.

AWS Connect is a contact center solution that offers customers the most personalized experience possible and, because of the underlying AWS public cloud environment, is able to handle enormous workloads. This includes the up and downscaling of agents. It is also possible to use the contact center worldwide because of the various cloud regions of AWS. In addition, AWS Connect is equipped with AI, allowing agents to use other AWS AI services to automate customer interactions and improve customer service.

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