In today’s multi-channel world, customers expect seamless, connected support no matter how they reach out. Salesforce Service Cloud Voice steps up to meet that need, providing a fully integrated phone support solution that works within Salesforce, enhancing productivity and delivering a consistent experience for agents, supervisors, and customers across every channel.
In this article, we’ll explore how Service Cloud Voice works, its key features, and the benefits you can expect.
What Is Service Cloud Voice?
As customer expectations continue to rise, 88% of customers say that “good customer service makes them more likely to purchase again.” Voice support remains essential in meeting this demand, with 91% of companies relying on it – making it the second most popular service channel, just after email.
However, voice support often faces significant hurdles such as fragmented systems, long wait times, and disjointed data, which can lead to frustrated customers and overwhelmed agents.
Service Cloud Voice addresses these issues by centralizing telephony and customer data within a single, integrated platform, so agents can focus on resolving issues instead of switching between screens. This is key since 58% of underperforming companies report that agents must toggle between multiple screens to find information compared to only 36% at high-performing companies.
Additionally, research shows that agents spend only 39% of their time engaging directly with customers, with the remaining 61% spent on other tasks – including approximately 17% dedicated to manually entering case notes. Service Cloud Voice transforms this dynamic with real-time transcription powered by Einstein AI, providing agents with instant access to recommendations, knowledge articles, and next steps during every call.
By bringing together these powerful tools, Service Cloud Voice enables companies to deliver fast, efficient, and personalized phone support that meets today’s high customer expectations.
Key Features and Benefits of Service Cloud Voice
Customer Experience
With Service Cloud Voice, companies can personalize the customer journey using Omni-Channel flows, a feature that adjusts responses based on each customer’s profile and history.
With flows, agents can see relevant customer info instantly (like contact details and case history), and interactions can be easily directed to the right support option. For example, high-cost calls can be shifted to less costly options like chat with bots or self-service articles on the website.
Unified routing also ensures that voice calls, messages, and chats are all routed efficiently to the right agent, making the support process smoother and faster.
Enhanced Agent Experience
Service Cloud Voice integrates seamlessly into the Service Console, which centralizes all customer information. Whether handling calls, email, chat, social media, or SMS, agents have a comprehensive 360-degree view of each customer.
The platform leverages Salesforce’s Omni-Channel widget, allowing agents to easily move between channels without losing the context of the customer conversation. This complete visibility allows agents to shift effortlessly between channels and reduces the need for repetitive data entry, making interactions faster and more effective.
- Service Cloud Voice embeds phone support directly within Salesforce.
- Real-time transcription converts spoken words into text for cases and records, eliminating the need for manual typing and enhancing efficiency.
- The Omni-Channel widget consolidates calls and other interactions, helping agents manage calls alongside digital channels with fewer screens.
- AI-driven insights provide agents with next best actions and automated case wrap-up.
AI-Powered Assistance and Automation
Leveraging Einstein, Service Cloud Voice delivers real-time call transcription, which is analyzed using AI to offer next best actions and recommended articles.
This proactive support means that instead of taking notes, agents can address customer needs more quickly, cutting down on average call times and enhancing satisfaction.
For even greater automation, companies can integrate Einstein bots to handle common queries, allowing agents to focus on complex interactions.
Supervisor Monitoring and Agent Support
The Omni-Channel Supervisor feature allows supervisors to track ongoing conversations, including real-time monitoring of call queues and routing. Supervisors can provide instant support, offer in-the-moment coaching, and reassign agents to high-demand queues as needed.
This oversight can help your company maintain optimal service performance and enables managers to make strategic staffing decisions based on real-time data.
Scalable Architecture
Service Cloud Voice’s architecture is designed to support high-volume, high-availability contact centers. Built on Salesforce’s scalable platform, it integrates across voice, messaging, and email channels, ensuring that companies can scale efficiently and adapt as customer needs evolve.
IT teams can also connect Service Cloud Voice with multiple infrastructure systems, ensuring smooth, reliable operation for users.
With Service Cloud Voice, you’re not limited to one telephony provider. The platform integrates with multiple systems, allowing companies to choose the telephony solution that fits their needs while still operating seamlessly within Salesforce.
Performance Monitoring
Service Cloud Voice comes with functionality to monitor the performance of your voice channels including:
- Voice Performance Trends
- Key Voice Performance Metrics
- Disconnected calls
- Calls missed by agents
- Agent status sync
- Service degradation
- Call quality degradation
- Transcript not found
- Voice routing error
- Voice call data sync error
- Voice call field value error
- Voice call time to assign
What’s the Difference Between Service Cloud Voice and Computer Telephony Integration (CTI)?
In simple terms, here’s the difference between Salesforce Service Cloud Voice and traditional Computer Telephony Integration (CTI).
Service Cloud Voice is designed specifically for Salesforce’s Service Cloud, making it easy to set up and fully integrated with Salesforce’s customer data, AI tools, and analytics.
It automatically logs data, transcribes calls, and suggests actions or information to help agents in real time. Agents can handle calls alongside digital conversations in a single workspace, which streamlines their work and gives supervisors an overall view to assist when needed.
Computer Telephony Integration (CTI), on the other hand, connects an external phone system to Salesforce but requires installing extra software on each computer.
It supports basic features like pop-up screens for calls and simple data logging, but it doesn’t integrate as deeply with Salesforce’s AI, customer data, or digital channels. Agents see call controls separately, and AI can’t fully leverage customer information or suggest actions as extensively.
How Can I Get Started With Service Cloud Voice?
Service Cloud Voice is an add-on that’s available for Enterprise and Performance customers using Lightning experience with Sales Cloud, Service Cloud, or Government Cloud. For Government Cloud, Service Cloud Voice requires partner telephony through Amazon Connect or other partner telephony options.
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Summary
In an increasingly digital age, Voice support in customer service shows no signs of slowing down, being one of customers’ preferred support channels. Salesforce Service Cloud Voice can bring telephony to the Salesforce interface, improving customer, agent, and supervisor experience!
Are you using Service Cloud Voice? Let us know your thoughts on this product in the comments!
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