Table of Contents
Introduction to Service Cloud Voice
Service Cloud Voice is a cloud-based omnichannel call center software offered by Salesforce as part of the Service Cloud suite. It allows businesses to connect with customers seamlessly across voice and digital channels, all on a single platform.
With Service Cloud Voice, companies can efficiently route customer inquiries, engage callers with AI-powered bots when needed, and resolve issues quickly. Agents have a unified desktop to handle various channels like calls, chats, emails and more.
This enables the delivery of personalized service and allows managers to have a comprehensive view of operations through detailed analytics and reporting.
Overview of Service Cloud Voice
Service Cloud Voice brings telephony capabilities and integrates them with Service Cloud functionalities. The solution is built on Amazon Connect and helps connect legacy telephony systems to cloud services.
It provides businesses the flexibility to use cloud contact centers along with their existing on-premises setup. Companies also get enterprise-level security, compliance, and scalability without large upfront investments.
Benefits of Service Cloud Voice
Some of the major advantages of Service Cloud Voice include:
- Omnichannel engagement – Single platform to manage voice, digital channels, CRM data
- Rapid deployment – Quick setup and scalability for changing business needs
- Enhanced customer service – Intelligent call routing, bots for 24/7 availability
- Agent productivity – Unified desktop, CRM access for personalized interactions
- Optimized costs – No hardware investments, pay-as-you-go pricing
- Deep insights – Customer journey analytics to identify areas of improvement
Key Components and Features
Service Cloud Voice provides a robust platform to manage end-to-end customer journeys with the following main capabilities:
Omnichannel Routing
Smart omnichannel routing helps direct inquiries seamlessly to agents across channels like voice, chat, SMS, email, social media, etc. Advanced skills-based algorithms queue interactions and minimize wait times.
Contact Center
The centralized contact center has an interactive voice response (IVR) system along with capabilities like:
- Call recording, monitoring, and quality management
- CRM screen pop-ups
- Custom agent desktop applications
- Real-time and historical analytics
Computer Telephony Integration (CTI)
CTI enables connections between telephony infrastructure and digital systems to share data and communications. For instance, customer information from CRM can automatically pop up on the agent screen when a call comes in.
CRM Integration
Native integration with Salesforce CRM provides a 360-degree customer view to agents. They have instant access to contact details, case history, service contracts, and other relevant data to resolve issues faster.
Voice Channels
Phone
Service Cloud Voice allows connecting and configuring cloud or hybrid telephony models. Customers can bring their carrier or port existing numbers. The system is compatible with analog, digital, and SIP-based phone lines.
Digital
Agents can handle multiple digital channels like SMS, chat apps, social media messaging platforms, and email along with voice. Omnichannel presence routing and workload balancing are supported between voice and digital.
Call Management
Call Recording
Native call recording, encryption, and archiving. Custom retention policies can be defined.
Call Monitoring
Supervisors can silently monitor agent calls in real time for quality analysis. Both live and historical call monitoring are available.
Call Routing
Smart IVR helps route and queue incoming calls optimally to available agents based on skills, language preferences, etc. Overflow and disaster recovery options are also available.
AI and Analytics
Service Cloud Voice provides AI-powered bots for automating redundant tasks. Powerful reports give insights into operational metrics around routing, first-call resolution, handle times, abandon rates, and so on. Dashboards can be customized as per unique business needs.
Adoption Considerations for Businesses
Companies looking to implement Service Cloud Voice should evaluate some of the following aspects:
Costs
While Service Cloud Voice does not require large upfront investments in hardware, businesses need to factor in monthly subscription fees, call rates, and storage or overage charges when estimating TCO.
Scaling and Growth
The solution allows swift scaling up of agents and voice channels through the cloud. Businesses should still properly plan their growth roadmap and capacity needs before onboarding customers.
Customer Experience
Firms should ensure they have a customer service strategy, processes, and training in place to take advantage of capabilities like omnichannel routing and CRM access for personalization.
Comparison to Other Tools
On-Premises Systems
On-premises systems require investing in PBX hardware, maintenance, and upgrades. Service Cloud Voice eliminates these costs in favor of cloud delivery and management.
Third-Party Cloud Solutions
Solutions like Five9, Nice IN Contact, and Genesis Cloud have similar capabilities. A key differentiator for Service Cloud Voice is deep native CRM, AI, and omnichannel integration powered by Salesforce.
Conclusion
Service Cloud Voice enables full-featured contact centers with telephony, digital channels, CRM access, analytics, and AI on a single platform. The solution is quick to deploy, easy to scale, and delivers great customer experiences.
While migrating from legacy tools involves effort, the long-term benefits around cost, agility, and personalization are significant.
FAQs
What telephony options work with Service Cloud Voice?
Service Cloud Voice integrates with PSTN lines and existing PBX systems. Direct Routing for Microsoft Teams interoperability is also available.
What channels can agents manage besides voice?
Chat, email, SMS, and social media messaging can all be handled seamlessly alongside voice within the same UI.
What analytics capabilities does the product include?
Powerful historical, real-time, and predictive analytics provide insights into operational metrics, customer sentiment, agent performance, and more.
Does Service Cloud Voice require extensive developer resources?
Low code configuration and drag-and-drop builder tools mean no complex development is required for most common customizations.
How does pricing work?
Pricing is based on monthly subscriptions, with call rates and storage charges extra. Multiple user licenses are available.
