Service Cloud Voice – Salesforce Quick Start

We provide amazing Service Cloud Voice solutions for Salesforce

Service Cloud Voice, provides intelligent telephony (powered by Amazon Connect) directly integrated within the Salesforce console. It provides many productivity improvements including screen pop, click to dial, access to call recordings and real-time call transcriptions to allows agents to resolve cases more quickly and transform the way you interact with your customers.

Alscient have been delivering Salesforce solutions for the last ten years and are also an Amazon Connect accredited service delivery partner and as such we are perfectly placed to delivering Amazon Connect contact centre solutions (the technology that underpins Service Cloud Voice) on the Salesforce platform.

We can deliver state of the art contact centre solutions that help your Salesforce team to deliver outstanding customer experiences, improve customer satisfaction and increase revenue while reducing costs.

Our low-risk, high-value solution of a Service Cloud Voice Quick Start provides the perfect opportunity for you to prove the value of these technologies, quickly and efficiently.  Experience the power and synergy of two leading cloud based platforms for yourself and take a further step towards the cloud.

We can get you up and running on a future-proofed Service Cloud Voice contact centre within two weeks.

partner
network

Advanced

Consulting Partner

  • End User Computing
  • AWS Public Sector Partner
  • AWS Solution Provider Program
  • Amazon Connect

What’s involved?

We start by working with you to understand your business need, your current environment and how Service Cloud Voice could benefit your business.

We then prepare a proposal to design, build and develop a solution. Once you are happy with the proposal we will then deliver a solution for you to use, along with support from us.

We provide 4 weeks of support for you and after that time you are able to extend support or request assistance to further develop and exploit your new cloud based contact centre.

What do I get?

Apart from the experience and knowledge of a large team of consultants who have delivered solutions for customers across all sectors, you will receive the following.

  • A state of the art, future proofed Amazon Connect contact centre.
  • Setup of Service Cloud Voice within your Salesforce environment.
  • Access to an Amazon Connect contact centre test environment for future development and use.
  • Training on the use of Service Cloud Voice and Amazon Connect.
  • Implementation and test support including support for service transition.
  • Access to an ITIL based, ISO 20000 compliant support desk.
  • Ongoing access to a large team of experience cloud consultants.

To find out more, please contact us on 0113 8000 200, fill out our contact form or email us at info@alscient.com

Next Steps

1
Discovery Workshop
2
Proposal
3
Build
4
Train
5
Test
6
Implement
7
Support

What are the benefits?

  • Omni-channel cloud contact centre
  • Pay-as-you-use pricing model
  • Make changes in minutes, not months
  • Implement change without downtime
  • Simple and easy to scale
  • Flexible and agile
  • Support for call transcriptions and call recordings
  • Out-of-the-box intelligence
  • Automated interactions
  • 24×7 support and assistance
  • Access to a comprehensive team of consultants with extensive experience
  • Future-proof cloud contact centre
    platform

What else can I do?

Once your Amazon Connect contact centre for Salesforce is delivered, you are now in a position to exploit its potential. Here are some technologies and ideas that can be integrated and built upon.

Technology: Amazon Lex

Amazon Lex is a service for building conversational interfaces into any application using voice and text. Powered by the same deep learning technologies as Amazon Alexa. Amazon Lex is a service for building conversational interfaces using voice and text.

Technology: AWS Lambda

Allows you to run code without provisioning or managing server. This is used as the primary mechanism for performing data dips into supporting systems.

Technology: Amazon Transcribe

Makes it easy for developers to add speech-to-text capability to their applications.  Can be used to convert the call recording into text.

Technology: Amazon Comprehend 

A natural language processing (NLP) service that uses machine learning to find insights and relationships in text.
This service can be used to perform a sentiment analysis against call recordings and to understand the basis of a conversation which can in turn be used to drive the next best action.

Technology: Amazon API Gateway

A fully managed service that makes it easy for developers to create, publish, maintain, monitor, and secure APIs at any scale. Can be used to stream call transcripts back into Salesforce.

Technology: Amazon S3

An object storage service that offers industry-leading scalability, data availability, security, and performance. Can be used to securely store call recordings.

Technology: Amazon WorkSpaces

A managed, secure Desktop-as-a-Service (DaaS) solution. Helps you eliminate the complexity in managing hardware inventory, OS versions and patches, and Virtual Desktop Infrastructure (VDI), which helps simplify your desktop delivery strategy. Can provide secure Salesforce based desktops including support for remote working.

Technology: Salesforce

Salesforce is the market leading CRM and Service solution and can be easily configured to drive customer satisfaction across your business.

Case Studies

Typical examples of Service Cloud Voice solutions we have recently delivered are below