Posted On: Jul 21, 2020
Today we are excited to announce the general availability of Salesforce Service Cloud Voice with HAQM Connect. Service Cloud Voice brings together phone, digital channels, and CRM data into one unified contact center experience. HAQM Connect offers pre-integrated cloud telephony and automatic speech recognition for both agents and supervisors in Service Cloud, the leading customer service platform.
HAQM Connect has natural text-to-speech built-in so you can create personalized messages in real-time with HAQM Lex to automate interactions and improve customer service. Agents now have native, embedded call control with integrated email, chat, and messaging within the Service Cloud Console. This increases agent productivity by handling calls quickly and intelligently, reducing average handle time, data entry, and call wrap-up time. Supervisors can view incoming and current calls next to digital conversations in real time for live routing and call assist.
Supervisors and agents will have access to real-time transcription via HAQM Transcribe, call recording playback via HAQM Simple Storage Service (HAQM S3), and CRM integration with call analytics. Service Cloud Voice uses AWS AI/ML Services and Einstein for Service, allowing agents to leverage knowledge articles, next best actions, and recommendations in real time. Now, customers will receive faster, more personalized customer service than ever!
To learn more on using HAQM Connect with Service Cloud Voice, visit the Salesforce Service Cloud Voice website.