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Get to Know Salesforce Voice
Improve phone support with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Salesforce Voice is completely integrated into Salesforce, providing a consistent experience for service reps, supervisors, and customers across all digital channels.
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Take advantage of the unique capabilities available with Salesforce Voice. Voice provides service reps with a 360-degree view of each caller. It boosts rep productivity with automation and AI, and gives supervisors access to manage reps and queues regardless of channel type. It also integrates your telephony system with other channels for a unified experience.
Salesforce Voice offers these unique benefits.
Architecture
Salesforce Voice uses a scalable, resilient architecture that is designed for high-volume, high-availability contact centers. The architecture is built on standard Salesforce objects. The architecture enables your contact center users to have a consistent, integrated experience across all digital channels, such as voice, messaging, and email. IT leaders can also integrate multiple infrastructure systems across your contact center.
AI
Salesforce Voice is integrated with Einstein, providing Conversation Intelligence features. For example, Einstein can suggest the next best action to service reps based on signals from the telephony provider. To automate common tasks and help your contact center teams do more, add Einstein bots.
Supervisor Experience
Salesforce Voice is integrated with Command Center for Service, offering the same supervisor experience as other channels. Supervisors can view all of their reps’ incoming and current calls and digital conversations as they’re happening, see where calls are being routed, and identify conversations in progress that can require assistance or coaching. They can also monitor and manage call queues. For example, to keep your contact center running optimally, supervisors can move reps to other queues where they’re needed most.
Service Rep Experience
Salesforce Voice leverages the Omni-Channel widget, offering reps a consistent, cross-channel experience when they’re interacting with customers. Omni-Channel enables reps to easily transfer customers between different channels, like from web to chat to phone and back, all while gathering and sharing the context across those channels. Reps can more quickly and intelligently handle calls, reduce average handle time, and optimize for volume surges. Voice comes with real-time transcription, integrated call recording and retrieval, and voicemail.
Customer Experience
Salesforce Voice enables you to deliver more proactive and personalized service to your customers. Salesforce Voice comes with Omni-Channel flows. Use flows to personalize the customer experience and cut voice call costs while improving customer response times and satisfaction.
To provide a service rep with more context about the customer, like their contact record and associated case, use a flow to get their personal information from a web form. You can also set up flows to enable reps to move costly high-touch interactions to low-to-no-touch interactions. For example, you can transfer callers to messaging with intelligent bots or to the web with self-service knowledge articles.
Unified Routing
Salesforce admins can use the same routing engine to route channels, such as voice calls, messages, and chats.
- Salesforce Voice and Your Telephony System
Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) supports multiple telephony systems. Although your contact center supervisors and reps interact with customers using Salesforce, the underlying telephony provider manages and routes the calls. To ensure that Salesforce and your telephony provider are in sync, setup includes mapping Salesforce components to the corresponding telephony system components. - Salesforce Voice Key Concepts
When you’re using Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), it’s helpful to understand the terms we use to talk about telephony. - Use Salesforce Voice Across Sales and Service
Use Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) features in both your service and sales operations. Assign each sales rep a direct inward dialing (DID) phone number for inbound and outbound calls by using Salesforce Voice. Einstein Conversation Insights can be used in both service and sales contexts to give supervisors valuable call trend data. In addition, sales reps with access to both Sales Engagement and Salesforce Voice can click-to-dial records that come from a cadence, My List, and their Work Queue so they can quickly make outbound calls in Voice. - Salesforce Voice with Telephony Providers Learning Map
The learning map helps orient you at any stage of your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) journey. It provides learning resources, a list of high-level tasks for admins, and a feature summary for contact center reps and supervisors.
