Intelligent Call Routing with Service Cloud Voice (SCV)

The Challenge

Our client provides a subscription service that allows customers to access the best cars in their range. They have a small selective base of premium customers, therefore providing an excellent caller experience is of paramount importance. 

Our client was looking for a new telephony solution that tightly integrated into Salesforce. The solution needed to identify who the caller was and intelligently route the call to the correct customer service agent. 

Our wider remit was to: 

  • Provide a telephony solution that was seamlessly integrated with Salesforce that would allow their agents and supervisors to make and receive calls through the Salesforce platform. 
  • Allow for calls to be routed to a key contact person based on the caller ID. 
  • Link the voice call record to Contacts, Tasks, Cases and Vehicle Subscription records. 
  • To support a call-back option if the caller had been waiting in a queue for greater than 120 seconds. 
  • Provide support for real-time transcription and call recording of the call. 
  • Setup of different environments for Development, Test, UAT and Production. 
  • Setup of a team calendar which allows for dynamic call routing within the call flows based on the team line being called. 
  • Provision of a voicemail and call-back facility to provide deflection mechanisms within the call flows and to provide call assistance out of hours. 
  • To drive a knowledge-based search upon creation of the Case in Salesforce. 

The Solution

Alscient held a series of discovery session to elicit the full requirements. These were then documented as user stories and played back to our client for sign off. A design document which detailed the technical solution was provided. The functionality was built out over a series of sprints with a high degree of stakeholder involvement. Regular Show & Tell sessions took place to demonstrate progress. 

In addition to using Amazon Connect, we used an Amazon Kinesis stream, Amazon S3, Amazon Transcribe, Amazon Lex, Amazon Polly and a series of AWS Lambdas to coordinate calls across different AWS services and write the details back through to Salesforce via a Connected App.

The solution then underwent system testing and UAT testing was performed by our client with assistance from Alscient. Training was then provided on the solution (via a Train the Trainer approach). The project from start to finish took 6 weeks to implement.  


The Result

The project was delivered on time and under budget. The customer experience that was offered was very dynamic, with checks to see who the last person the caller spoke to within a pre-defined time period with the ability to route back to the same agent if they were available. If the agent was not available, the caller was given several different options based on time waiting in queue. This included being given call-back options and routing to different teams based on enquiry type. The solution is used by over 20 agents and allows our clients staff to classify customer interactions in Salesforce regardless of channel. Users have expressed positive feedback relating to the call-back and voicemail options and the sentiment analysis feature delivered through Contact Lens has also proven useful too. 

“We worked really well with Alscient. They were clearly knowledgeable about the solution and were very responsive to our asks. I would highly recommend Alscient to any other customers who are looking for an integration which requires both Salesforce and AWS knowledge.”

Client's Head of Product

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