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Service Cloud Voice is a feature for the Salesforce Service Console designed to enhance phone support by integrating telephony within Salesforce. It gives 360-degree view of each customer and their requests.
Before Service Cloud Voice:
Prior to Service Cloud Voice, service agents depended on external telephony apps which requires additional installation and configuration to support customer cases. This setup involved more configurations and integrations with the console and additional clicks to manage customer requests via external telephony systems.
After Service Cloud Voice:
To address these challenges, Salesforce developed the native Service Cloud Voice on their platform, pre-integrated with Amazon Connect (cloud-based contact center solution). Alternatively, a telephony partner of choice can be integrated using a prebuilt managed package.
Now within the Service Cloud console, telephony is easily managed from a unified screen. Features include automatic voice transcription, converting call discussions into text on cases sans typing, and an omni-channel widget for streamlined call routing to agents based on priority, skillset, and more.
License:
Service cloud voice available as an add-on license on Sales, Service and Government Cloud. Click here for details.
Telephony Model:
Service Cloud Voice offers three different telephony models. Choose the option that aligns best with your business needs.
1. Service Cloud Voice with Amazon Connect: Create a Voice contact center by utilizing Amazon Connect for telephony services.
Telephony provider: Amazon Connect.
Best for you if: You want the Voice agent and customer experience and prefer a setup process that is largely handled within Salesforce.
Setup process: Set up Voice in Salesforce through Setup pages with most setup tasks managed within Salesforce and update few settings in Amazon Connect. Amazon instance will be created by Salesforce.
2. Service Cloud Voice with Partner Telephony: Integrate Voice with the telephony provider of your choice.
Telephony provider: Your own telephony provider (subject to compatibility with Salesforce Voice).
Best for you if: You want the Voice agent and customer experience but you’re happy with your current telephony provider.
Setup process: Set up Voice in Salesforce through Setup pages and manually integrate your telephony provider with Voice using a managed package.
3. Service Cloud Voice with Partner Telephony from Amazon Connect: Integrate Voice with your existing Amazon Connect contact center.
Telephony provider: Amazon Connect.
Best for you if: You want the Voice agent and customer experience and have already established your own Amazon Connect contact center.
Setup process: Set up Voice in Salesforce through Setup pages and manually configure your existing Amazon Connect instance, contact flows and AWS services.
Prepare Service Cloud Voice Success Blueprint:
Before diving into the setup of your Voice contact center, make sure to complete some essential planning steps. These steps serve as a guide to using Voice effectively and give you a clear picture of what to expect during your Voice rollout.
Step 1: Understand Key Concepts and Limitations
Step 2: Choose Your Telephony Model
Step 3: Plan Phone Number Porting
Step 4: Design Your Environment and Testing Strategy
Step 5: Review Networking Requirements
Step 6: Plan Your Routing Requirements
After completing these planning steps, you'll be ready to begin the setup of your Voice contact center.
Once you've determined the telephony model you'll be using and have outlined your contact center's planning, the next steps involve a series of setup and configuration tasks specific to your chosen telephony option. Below, you'll find the detailed setup and configuration links for each scenario:
Setup :
Configuration:
These setup and configuration links will provide you with the specific guidance and steps needed to implement your chosen telephony solution effectively. Ensure that you follow the appropriate documentation based on your telephony model to streamline the setup process for your Voice contact center.
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