Our client is a leading manufacturer of consumer goods.
Our client wanted to assess the capabilities of Service Cloud Voice to support their vision of intelligently suggesting a next best action to the caller based on the call sentiment and details captured during the IVR call flow. Service Cloud Voice was selected because our client:
• was an existing Salesforce customer and wanted a CTI solution fully integrated with Salesforce
• wanted to make and receive calls via the Salesforce UI
• wanted the ability to capture call recordings for training and quality assurance purposes
• wanted the call to be transcribed in real time so it could drive a next best action