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Salesforce Talks Up Voice As Telephony Comes To Service Cloud

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Salesforce has made everyone on the “talk” mode. The CRM giant announced new capabilities at its annual Dreamforce conference.

Today, customers can connect easily and seamlessly with organizations of different sizes without any limitations every time they have a query. They can find do-it-yourself guides, videos, discussion forums, knowledge articles, and more to solve problems on their own. If this is not all, they can interact with bots that are powered by the best of artificial intelligence to get quick and automated answers. Now comes the most interesting part. Despite the popularity of these digital options, 95 percent of service teams still provide customer service through phone and 93 percent of customers still rely on phone support.

There is no denying the fact that the phone still remains as important as ever. This is exactly the reason why Salesforce, the world no. 1 in customer relationship management, has announced Service Cloud Voice. This new product from Salesforce is created with an intent to modernize the contact center by embedding telephony inside the Service Cloud of Salesforce. It has the ability to unify digital channels, phones, and CRM data in one centralized console in a real-time basis.

Using Service Cloud Voice, organizations now can:

  • Boost productivity by minimizing data entry and call wrap-up time: Agents would now be better positioned than ever to addressing the specific requirements of customers accurately and quickly, thanks to automatic transcription capabilities.
  • Integrate telephony and route calls on a single platform: Agents would now be able to operate from a powerful and unified console that will eliminate the requirement to toggle back and forth from different screens and identify manual workarounds.
  • Empower supervisors with real-time omnichannel visibility: A new supervisor console lets managers quickly view all digital conversations and calls in real-time and monitor what skills each agent has and where calls are being routed. It also enables managers to identify which conversations may require them to provide assistance on or provide coaching live or after the fact.
  • Leverage AI-powered agent recommendations: Einstein Analytics with call transcriptions surfacing directly in the Service Cloud Console in real-time can now offer recommended solutions and next best actions in the background. This reduces average call time and improves both the customer and agent experience.

Additionally, Salesforce unveiled a revamped Einstein Voice Assistant, a voice app development toolkit dubbed Einstein Voice Skills, and the virtual assistant integrated with every app built on Salesforce Customer 360.

Einstein Voice Assistant and Voice Skills

A component of Salesforce’s Einstein Voice, Einstein Voice Assistant that can be best classified as an outgrowth of Salesforce’s Einstein technology that enables customers to easily navigate cloud services hands-free. According to Salesforce, one of the key advantages that it has is its unmatched versatility. Moreover, it is siloed and restrict data pulls to the user accounts of individuals. The best thing is that it can be “taught” to identify acronyms, jargon, and slang in the lexicon of an organization.

Using Einstein Voice Assistant, users can easily update Salesforce records and create tasks by using natural language requests. It can also tap Einstein Voice Assistant for navigating through Einstein Analytics dashboards and surface metrics such as performance guidance and open service cases. On top of this, Einstein Voice Assistant can seamlessly deliver a daily brief of “critical priorities” such as team pipeline updates and upcoming calendar appointments thanks to native integration with popular voice assistants such as Alexa and Google Assistant.


Ritika Pathak

Salesforce Admin and Implementation Expert
The focused technology leader happily manages and grows open source teams, besides spearheading the Salesforce®️ department at Cloud Analogy with flair.

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