Salesforce / Mulesoft

An Introduction to Service Cloud Voice with Amazon Connect

Service Agent

A New Solution for the Contact Center Pre-integrated with Amazon Connect, Powered by Salesforce

Service Cloud Voice seamlessly enhances your Salesforce Service Cloud investment with telephony. By bringing together voice communications, digital channels, and CRM data, you equip your agents with smart and streamlined service to provide your customers with a great phone experience from anywhere. Amazon Connect creates a unified contact center experience for customers and agents by providing an integrated voice channel in your Salesforce Service Cloud omni-channel experience.

Why is this a “big deal”?

Phone conversations have been disconnected from CRM and the service agent console. A common problem in legacy contact center solutions is that agents must scramble through multiple browser tabs and separate application windows in order to serve their customers. This type of behavior leads to additional staffing overhead, longer on-boarding times, cross-training issues, longer average handle time, and complicated technological implementations that make future scaling an impossibility.

It's time to do more with telephony

It’s Time To Do More With Telephony

Service Cloud Voice is natively built on the Salesforce Service Cloud platform and available with pre-integrated telephony from Amazon Connect. With Service Cloud Voice, your Salesforce CRM and telephony are seamlessly integrated to automatically populate records, suggest actions or content with AI, and unlock powerful reporting options with Einstein Analytics. The call-control tool integrates with omni-channel and the service console for easy access to all digital and phone conversations with fewer clicks and screens. Agents can find everything they need for their day-to-day responsibilities in one place with the Service Console – different contact channels, conversation transcriptions, customer information in the CRM, and AI-driven knowledge sources. In addition, supervisors can see all digital interactions and provide the needed help.

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Make Salesforce Stick

To ensure your Salesforce implementation or migration goes as planned, our team of change management professionals discuss how to manage the transition process to ensure your team is ready, willing, and able to perform effectively in the new environment.

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Since Service Cloud Voice is a cloud-based offering that leverages Amazon Connect for its telephony needs, it opens up a whole new space of cloud integrations and removes the shackles of proprietary and legacy restrictions with on-premise implementations. This allows businesses to take full advantage of the cloud in adapting to unforeseen market changes and taking an agile stance in scaling their contact center operations.

Why Amazon Connect with Service Cloud Voice?

Combine the strength of Amazon Connect with Service Cloud Voice and unlock differentiated customer value with the #1 CRM and the most innovative telephony offering. AWS is the world’s most broadly adopted cloud platform and a leading public cloud which enables Service Cloud Voice users to leverage the vast benefits of agile development, accelerated deployments, and limitless scale in the cloud by empowering innovation to better serve its customers. With such a powerful cloud platform, Amazon Connect enables Service Cloud Voice integrations with a plethora of enterprise applications as well as leveraging the AWS ecosystem.

Service Cloud Voice has pre-built integration with cloud telephony from Amazon Connect

Salesforce and Amazon Connect Pre-Built Integration

Learn More with Perficient’s Subject Matter Experts

This is the first blog post in a series of Service Cloud Voice posts, so stay tuned for more!

If you’re interested in Service Cloud Voice and need some guidance on maximizing your CRM or contact center’s efficiency, we can help. Salesforce and Amazon Web Services (AWS) expanded their global strategic partnership and at Perficient, we are an APN Advanced Consulting Partner for Amazon Connect and a Certified Salesforce Consulting Partner which gives us a unique set of skills to accelerate your cloud, agent, and customer experience.

Perficient takes pride in our personal approach to the customer journey where we help enterprise clients transform and modernize their contact center and CRM experience with platforms like Amazon Connect, Service Cloud Voice, or Salesforce.

For more information on how Perficient can help you get the most out of your Salesforce investment by leveraging Service Cloud Voice with Amazon Connect, please contact us here.

*The results of this blog is credited to the contribution between Matija Vrzan, Solutions Architect and Delivery Manager for Amazon Connect at Perficient, and Eric Rumsey, Director of Salesforce Solutions at Perficient.
*Service Cloud Voice is powered by Salesforce Service Cloud and provided by Salesforce, and Amazon Connect which is provided by Amazon Web Services, Inc. and AMCS LLC.
About the Author

Matija is a Solutions Architect at Customer Engagement Solutions, currently focusing on Amazon Connect implementations and contact center migrations. My background spans 8 years, including Microsoft system administration, unified communications, Lync/Skype for Business telephony, DevOps, Azure, AWS, and a little bit of everything else.

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