Salesforce Service Cloud Voice: A trusted contact centre partner.
As a Salesforce partner, together, we boost revenue, drive efficiency and provide a seamless customer experience with Salesforce Service Cloud Voice. Service Cloud Voice is a powerful feature within Salesforce that seamlessly integrates telephony and digital conversations into a single unified platform. Maximise productivity, resolve cases faster, and make customers happier with Service Cloud Voice:
- Scale support across every customer touchpoint
- Boost agent and mobile worker team productivity
- Increase customer satisfaction with one unified AI platform
About Salesforce Service Cloud Voice.
Here’s what you need to know:
Unified platform: Service Cloud Voice brings together phone support and digital channels, allowing agents to manage customer interactions in one centralised console. This console, known as the Service Console, provides a 360-degree view of each customer and their requests. Whether it’s a phone call or a chat message, agents can handle it all from this virtual help desk.
Real-time integration: With Salesforce Service Cloud Voice, telephony and digital interactions are synchronised in real time. Agents can access relevant customer information, case history, and CRM data while assisting customers over the phone or through other channels.
Benefits:
- Efficiency: Agents can seamlessly switch between phone calls and digital channels without switching tools.
- Intelligence: The contact centre becomes smarter by combining voice data with other customer data.
- Unified experience: Customers receive consistent service across different communication channels.
- Speed: Faster response times due to real-time integration.
Contact centre of the future: Service Cloud Voice represents the future of contact centres – intelligent, unified, and efficient.
Connect attain consulting Salesforce partner status.
As a specialist solution provider for contact centre and CX, Connect has been delivering solutions integrating Salesforce with contact centre suites for a number of years.
Connect has built up its expertise and resources to deliver increasingly complex solutions for customer workloads, including making use of automation, AI and application integration – underlining our expertise with the Service Cloud Voice, Amazon Web Services (AWS), Five9 and Genesys.
The benefits to our clients.
Drawing on our expertise as an accredited Salesforce, Amazon Web Services (AWS), Genesys and Five9 partner in the contact centre world, we can help you add best of breed functionality to the heart of your digital CX and help you provide the best experience to your customers. Our solution and experience provide a simple way for customers on Salesforce to integrate and access telephony capability securely and reliably.
Our solution provides customers with immediate benefits such as:
- Intelligent call routing providing more personal journeys
- Maximising customer satisfaction
- Reducing customer handling times
- Automating processes e.g. case creation
- Dashboards within your Salesforce screens providing contact centre metrics
- Next best action based on sentiment analysis and transcriptions
- Automated ID&V
- Screen pop of customer details and interaction history
- Automatic agent evaluation
- Contact call summary using generative AI
Discover how Simplyhealth improved customer service using Salesforce Service Cloud Voice with Amazon Connect.
Download to explore their journey towards seamless omni-channel communication and enhanced operational efficiency.
Our partnerships.
We’re partnered with industry-leading CCaaS providers to deliver seamless solutions and integrations across your environment.
Discover the full suite of Connect360.
In today’s fast-paced business landscape, success hinges on adaptability, collaboration, innovation and a relentless dedication to customer satisfaction. The solution, Connect360 – a suite of integrated services designed to empower your organisation to excel in an ever-evolving market.
About‘Connect.
Connect combines global contact centre and customer experience (CX) expertise, deep domain knowledge, and unparalleled industry skills to make the complex, simple. Since 1990, we have leveraged our vendor-independent managed services approach to digitally transform how organisations communicate, both internally and externally. We specialise in combining the most relevant technologies and services from leading vendors and platform providers to create opti-channel engagement solutions, orchestrating frictionless experiences and simplifying complex communication challenges.
Connect with us Connect UK, Connect South Africa, Connect India, Connect USA.
Partner with us.
To find out more about what Connect and Salesforce Service Cloud Voice can offer, contact us today.
Connect with us.
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