Service Cloud Voice transforms the employee and customer experience using cloud contact centres that deliver a complete and connected service platform. Intelligent telephony is now seamlessly integrated with Service Cloud, right alongside digital channels and customer 360 data.
For IT and service leaders seeking operational efficiency in the call centre, Service Cloud Voice unifies all service channels and existing systems on one platform with a single end-user login and built-in security.
Service Cloud Voice is powered by Amazon Connect, the omnichannel cloud contact centre platform. In order to build Service Cloud Voice solutions, organisations must be both Salesforce and Amazon Connect certified. There are over 300 Salesforce partners in the UK alone, but only 7 Amazon Connect partners in the whole of EMEA. Outside of the Global System Integrators, Alscient are the only company to be partnered with both Salesforce and Amazon Connect in the EMEA region.
With 10 years of experience delivering both Salesforce and AWS solutions, Alscient are best placed to unify voice, digital channels and Customer 360, boost agent productivity with intelligence and enhance supervisor omni-channel visibility so you can efficiently handle call volume, speed up call resolution and improve CSAT while meeting rising customer expectations.
Voice data now accesses all the productivity and AI tools inside the console, enabling a more efficient experience for agents. With real-time call transcription, supervisors have enhanced reporting, training tools and AI-driven insights. This is something that has never been done before. It has simply not been possible, until now, to bring together telephony, digital conversations, and CRM data in real time for both the Agent and the Supervisor.
As part of our official launch as a Salesforce Partner earlier this year and the launch of Service Cloud Voice, we are pleased to be able to offer a special launch rate for our customers as well as offers to help businesses move to Service Cloud Voice. Contact us to find out more.
Click here to view Service Cloud Voice – Salesforce Quick Start
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