Service Cloud Voice

Here are the reasons it is preferred by Salesforce customers

Omni-Channel Support

Service Cloud Voice ensures a consistent customer experience across multiple channels, including voice, chat, and email. This unified approach allows agents to handle customer interactions seamlessly, regardless of the communication method.

Intelligent Call Routing

Calls are directed to the most suitable agents based on skills and customer data, improving first-call resolution rates. This smart routing capability enhances overall efficiency and customer satisfaction.

Integrated Telephony

Service Cloud Voice seamlessly integrates telephony capabilities directly into the Salesforce ecosystem. This integration enables smooth call management within the platform, eliminating the need for agents to switch between different systems.

Real-Time Transcription

The platform offers AI-powered automatic call transcription, providing valuable insights from call recordings. This feature allows agents to focus on the conversation while capturing important details for future reference.

Voice Call Record

Service Cloud Voice captures the entire customer interaction from the moment they call, including IVR inputs and hold times. This comprehensive record allows for more accurate reporting and analysis of the complete customer journey

Seamless CRM Integration

The platform integrates tightly with Salesforce CRM, providing a unified view of customer data and interactions. This integration enables agents to access and update customer information in real-time, enhancing the overall quality of service.

Screen Pop and Contextual Data

Agents receive instant access to relevant customer information as calls come in, enabling personalized conversations. This feature empowers agents to provide more informed and efficient service, reducing call handling times.

Real-time Dashboards and Analytics

Managers gain insights into call center performance and agent productivity through comprehensive reporting tools. These analytics enable data-driven decision-making and continuous improvement of service operations.

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Following are the improvements reported by Salesforce Service Cloud Voice customers:

32% increase in customer satisfaction
28% increase in agent productivity
31% faster case resolution times
35% improvement in first contact resolution rates