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SERVICE CLOUD VOICE
Cloud Call Center always connected to the customer

Increase the performance and efficiency of your teams with the Salesforce Call Center CRM and improve the call center user experience with Service Cloud Voice.

Salesforce Service Cloud Voice is completely changing the way Call Centers work. With native integration in Sales and Service clouds, your call center agents will be empowered with a solution that offers them all the information they need regarding a customer every time they receive a call.

In addition, thanks to the native integration of the interactive voice response system (IVR), you will make your customers served by the best possible agent. With the Salesforce Call Center you can also customize the experience based on criteria such as VIP client status, or open requests or complaints.

Another great advantage of Service Voice is that it allows you to record and transcribe all calls. This brings two major advantages to your call center teams: Access to more information, which can be used by all departments and will make it possible to generate quicker, prequalified opportunities. And secondly, Einstein’s AI will instantly provide suggestions of the best solutions for the customers based on what they demand, improving their user experience.

Finally, this solution integrates natively and OOTB in Salesforce through the voice solution Amazon Connect, although it can be integrated with leading CTIs in the market through the initiative called bring your own telephony. Connect your customers and your Call Centers as never before and take your call center to the next level!

SERVICE CLOUD VOICE ALLOWS YOU TO:

  • Increase performance of your call center agents by enabling measurement and feedback processes.
  • Incorporate self-service to automatically solve common problems, fast.
  • Use IVR to streamline agent assignment.
  • Manage all interactions (voice and digital) in a single queue.
  • Get more information about your contacts and generate better opportunities.
  • Enhance omnichannel management of both the digital channels and the voice channel.
  • Record and transcribe calls directly into your CRM.
  • Improve the User Experience with your Call Centers.

OUR EXPERIENCE WITH SERVICE CLOUD VOICE

Despite being a fairly recent solution (it was incorporated by Salesforce in 2020), at S4G we have already integrated it into the platforms of some of our clients, such as Ilunion, Idealista, Cafés Candelas and Igenomix, among others.

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