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            Customize Your Contact Center

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            Customize Your Contact Center

            Customize your contact center for enhanced functionality. Grant more reps and supervisors access to voice call records and call recordings. If applicable, configure your Amazon Connect instance to seamlessly integrate with Salesforce Voice (formerly Service Cloud Voice). To efficiently route calls to the right rep, add more queues and define dynamic routing rules with Omni-Channel flows.

            Required Editions

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            • Voice Call Recordings
              To be trained, ensure compliance, and collaborate on customer issues, reps and others can listen to and comment on call recordings. Ensure the right users can listen to, pause, and resume the call recordings.
            • Set Up Org-Wide Sharing for Voice Calls
              To keep all of your users in sync and break down information silos, set up organization-wide sharing for voice calls. Service reps and supervisors easily scan a list of voice calls, listen to a call recording, read the call transcript, and edit the voice call record.
            • Configure Call Transcription
              Salesforce Voice supports real-time transcription, not post-call transcription. Real-time call transcription is provided by Amazon Transcribe, Contact Lens for Amazon Connect, or your partner telephony provider. Transcripts are displayed in the Enhanced Conversation component in Salesforce.
            • Enhance Salesforce Voice with Amazon Connect
              Enhance Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect) integrations and other Amazon services. For example, enable real-time call transcription and create security profiles.
            • Configure Single Sign-On (SSO) with Salesforce as the Identity Provider
              For Salesforce Voice with Partner Telephony, let reps use a single sign-on page to log in to Voice and in to your partner telephony provider’s system. Configure Salesforce to serve as your identity provider (IdP) and then follow your telephony provider’s instructions for completing the setup. Before you start, ask your telephony provider for the instructions for setting up SSO.
            • Configure Single Sign-On (SSO) with Your Own Identity Provider
              Use your choice of a third-party identity provider solution for reps to log in to Voice from the Omni-Channel widget. For example, if your org uses Microsoft Azure as an identity provider, you can configure your contact center to require reps to log in and out of Azure’s single sign-on page from Omni-Channel.
            • Customize Call Routing
              By default, calls are routed to the default Voice Call queue, SCV Basic Queue, using the default routing configuration, Default for Voice. You can customize this behavior such that Omni-Channel routes calls to different queues or to specific reps. Queue-based routing is ideal for simple routing scenarios. Alternatively, create an Omni-Channel flow to define routing rules and dynamically route calls. To set up reps with their own number for direct inbound and outbound calls, assign each rep in your contact center a direct inward dialing (DID) phone number. Finally, to use Salesforce to handle voice call routing alongside other channels, set up Unified Routing with Omni-Channel.
            • Disaster Recovery for Salesforce Voice
              During a Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) outage or planned maintenance, use this disaster recovery plan to keep your business up and running. This plan provides a unique recovery strategy depending on the Salesforce Voice subsystem that becomes unavailable.
             
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