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            Customize Service Cloud Voice

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            Customize Service Cloud Voice

            You have successfully completed all the necessary setup tasks, and Service Cloud Voice is now operational. While it is not mandatory, you have the option to customize Service Cloud Voice further, unlocking advanced capabilities that can significantly enhance the overall experience for your customers, reps, and supervisors.

            Required Editions

            View supported editions.

            Customization Options by Telephony Model

            After you have set up the basic version of Service Cloud Voice and configured the contact center, consider these optional customizations. The list of customizations varies based on your telephony model. Because Service Cloud Voice for Partner Telephony depends on partner integrations, feature support varies based on telephony partner implementation.

            Tip
            Tip If you haven’t set up Service Cloud Voice or configured basic setup for your contact center, start there first, then return here to discover capabilities.

            Customize Your Contact Center

            Customization Task Service Cloud Voice with Amazon Connect Service Cloud Voice with Partner Telephony from Amazon Connect Service Cloud Voice with Partner Telephony
            Voice Call Recordings Yes Yes Yes
            Set Up Org-Wide Sharing for Voice Calls Yes Yes Yes
            Configure Call Transcription Yes Yes Yes
            Disaster Recovery for Service Cloud Voice Yes Yes Yes
            Configure Single Sign-On (SSO) with Your Own Identity Provider Yes Yes Yes
            Enable the Option to Request a Callback or Configure Callbacks for Omni-Channel Unified Routing Yes Yes Yes (Ask partner for instructions)
            Enable Voice Call Transfers Using Omni-Channel Flows and Amazon Connect Yes Yes Yes (Ask partner for instructions)
            Add Messaging to a Partner Telephony Contact Center Yes Yes Yes

            Customize Amazon Connect for Voice

            Customization Task Service Cloud Voice with Amazon Connect Service Cloud Voice with Partner Telephony from Amazon Connect Service Cloud Voice with Partner Telephony
            Enhance Service Cloud Voice with Amazon Connect Yes Yes No
            Customize Call Journeys with Amazon Connect Flows Yes Yes No
            Configuring Single Sign-On (SSO) with Amazon Connect Yes Yes No
            Service Cloud Voice Additional AWS Services Add-on License Yes Yes No
            Increase Amazon Service Quotas Yes Yes No
            Salesforce Contact Center with Amazon Connect No Yes No

            Customize Partner Telephony for Voice

            Customization Task Service Cloud Voice with Amazon Connect Service Cloud Voice with Partner Telephony from Amazon Connect Service Cloud Voice with Partner Telephony
            Configure Single Sign-On (SSO) with Salesforce as the Identity Provider No No Yes

            Customize Call Routing

            Customization Task Service Cloud Voice with Amazon Connect Service Cloud Voice with Partner Telephony from Amazon Connect Service Cloud Voice with Partner Telephony
            Route Calls to Queues Yes Yes Yes
            Route Calls with Omni-Channel Flows Yes Yes Yes
            Route Calls Directly to and from Reps Yes Yes No
            Route Calls with Omni-Channel Unified Routing Yes Yes Yes

            Customize the Service Rep Experience

            Customization Task Service Cloud Voice with Amazon Connect Service Cloud Voice with Partner Telephony from Amazon Connect Service Cloud Voice with Partner Telephony
            Create the Voice Call Record Page Yes Yes Yes
            Set Up the Service Console App for Service Cloud Voice Yes Yes Yes
            Configure the Phone Book for Outbound Calls Yes Yes Yes
            Mask Customer Phone Numbers Yes Yes Yes
            Respect Rep Capacity for Voice Calls Yes Yes Yes
            Add Screen Pops to Give Reps More Context about Conversations Yes Yes Yes
            Sync Rep Presence Statuses Automatically Yes Yes No
            Monitor and Sync Rep Status Yes Yes No
            Map Your Presence Statuses to Amazon Connect Yes Yes No
            Grant Reps Access to View Rep Statuses When Transferring Calls Yes Yes Yes
            Resolve Common Status Conflicts Yes Yes No
            Customize Call Controls and Voice Extensions Yes Yes Yes
            Let Reps Pause and Resume Voice Call Recordings Yes Yes Yes
            Set Up Desk Phones for Your Contact Center Yes Yes Yes
            Set Up Voice Call Audio for Virtual Desktop Users Yes Yes Yes
            Configure Caller ID for Your Contact Center Yes Yes Yes
            Set Up Voice ID Yes Yes Yes
            Let Reps Test Their Workstations with Connection Status Utility Yes Yes Yes

            Customize the Supervisor Experience

            Customization Task Service Cloud Voice with Amazon Connect Service Cloud Voice with Partner Telephony from Amazon Connect Service Cloud Voice with Partner Telephony
            Enable Command Center for Service Yes Yes Yes
            Enable the Default Actions on Command Center for Service Tabs Yes Yes Yes
            Show the Default Actions on Command Center for Service Tabs Yes Yes Yes
            Set Up Custom Actions on Command Center for Service Tabs Yes Yes Yes
            Change What Supervisors See in Command Center for Service Yes Yes Yes
            Show All Offline Reps in Command Center for Service Yes Yes Yes
            Create Custom Tabs for Command Center for Service Yes Yes Yes
            Add Command Center for Service to the Service Console Yes Yes Yes
            Enable Listen In for Supervisors Yes Yes Yes

            Automate Your Contact Center with Artificial Intelligence

            Customization Task Service Cloud Voice with Amazon Connect Service Cloud Voice with Partner Telephony from Amazon Connect Service Cloud Voice with Partner Telephony
            Sentiment Journey for Call Conversations Yes Yes Yes
            Set Up Conversation Intelligence Yes Yes Yes
            Set Up Work Summaries for Enhanced Messaging and Set Up Work Summaries for Voice Calls Yes Yes Yes

            Discover Cross-Cloud Outbound Capabilities

            Customization Task Service Cloud Voice with Amazon Connect Service Cloud Voice with Partner Telephony from Amazon Connect Service Cloud Voice with Partner Telephony
            Route Calls Directly to and from Reps Yes Yes No
            Customize Call Controls and Voice Extensions Yes Yes Yes
            Reach Your Customers Using High-Volume Outbound Calls Yes Yes No
            Integrate Service Cloud Voice with Sales Engagement Yes Yes Yes
            Customize Automatic Task Creation Yes Yes Yes

            See Also

             
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