An omni-channel platform displaying a customer case and next best actions

Voice and Phone Support

Solve customer service cases faster by stitching together voice — the most popular channel — with your digital channels. Use AI, automation, and CRM-powered data all natively integrated with the Einstein 1 Platform to anticipate your customers' needs and intent with voice transcription. Drive customer satisfaction by reacting in real-time with next best actions. Make every agent a superhero by setting up keyword alerts to provide personalised feedback and coaching.

What can you do with your new telephony software?

Make your voice calls smarter with AI and data. With intelligent transcriptions, agents and supervisors can view voice and CRM data in real time. Service Cloud Einstein can analyse these conversations to serve up the right knowledge articles and recommend responses.

Natively Integrate Cloud Telephony.

Get on the phones faster with out-of-the-box telephony integration with Amazon Connect or a range of partners on the Salesforce AppExchange. Embed the phone into your digital channels in Service Cloud to provide a holistic view of your customer conversations. Connect your customers to the right agent at the right time and give your agents all the context they need to assist customers faster than ever.

Windows displaying call controls and call summary notes with recommendations for next customer service actions

Launch AI-driven recommendations with real-time transcriptions that free up agents to focus on the customer. Improve Customer 360 and insights with the ability to analyse voice conversations in the context of CRM data — driving next best actions to help agents resolve cases faster. At the end of the call, wrap up with conversation summaries based on customer intents and sentiment.

Windows displaying a call transcript and Einstein recommendations for next best actions

Don't put your customers on hold. Meet them on their preferred channels from your website, mobile app, SMS, WhatsApp, Facebook Messenger, and more. Provide your agents with a unified customer view across your phone and digital channels to make it easy for your agents — and your customers.

A chat window of an agent helping a customer
Windows displaying call controls and call summary notes with recommendations for next customer service actions
Windows displaying a call transcript and Einstein recommendations for next best actions
A chat window of an agent helping a customer

Resolve calls faster with AI and automation.

Help your agents be more effective with personalised recommendations during the phone call to guide agents with suggested actions and next steps. After calls, spot trends in the voice transcripts and coach individuals or teams to improve the next calls and shorten case resolution times.

A portal displaying a customers case details, contact information, case notes, and recommendations for next best actions

Embed business processes easily across all channels to surface the most applicable information and help customers resolve requests on their own. Use workflows to automate both simple and complex tasks — from resetting a password to submitting a loan application. Workflows allows customers to seamlessly self-serve without the need to loop in an agent.

A chart displaying the path and actions taken after an email is sent

Intelligently route work from any channel to the right agent for the most efficient resolution based on skill set, availability, and capacity. Automatically route work items to the most available and qualified queues, agents, or even Einstein Bots to assist customers more effectively and close cases faster.

A window displaying different actions taken and handled by agents on various channels
A portal displaying a customers case details, contact information, case notes, and recommendations for next best actions
A chart displaying the path and actions taken after an email is sent
A window displaying different actions taken and handled by agents on various channels

Empower and coach your service teams.

Give your supervisors the right tools for coaching and training and complete visibility into agent capacity across channels. Monitor calls and capture insights to assist in real time via chat or Slack. You can also set up training to help your distributed team get up to speed on trending support calls.

 A supervisor's portal showing their agents' statuses, capabilities, and customer interactions

Get a real-time, holistic view of contact centre performance across all channels — including phone. Give your managers insights into customer satisfaction, revenue, customer retention, customer effort score, or service-level agreement (SLA) performance to identify strengths and areas to improve. Contact Centre Analytics also helps you keep an eye on call volumes, wait times, and handle times with real-time queue management.

A window displaying the analytics of a company's contact center

Unlock productivity from your digital service calls by identifying coaching opportunities from a call recording. Surface key moments such as product mentions, compliance mentions, or your own custom mentions by any topic you define. With Einstein Conversation Insights, you can help agents work more productively by surfacing relevant action items on the call transcript.

A window displaying Einstein insights on a customer's call, such as keywords and sentiment.
 A supervisor's portal showing their agents' statuses, capabilities, and customer interactions
A window displaying the analytics of a company's contact center
A window displaying Einstein insights on a customer's call, such as keywords and sentiment.

Get the most out of cloud telephony with thousands of partner apps and experts.

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Call Centre Integration FAQ

Integrate your call centre seamlessly into your CRM with cloud telephony. Select the telephony partner of your choice, or purchase preintegrated out-of-the-box telephony from Amazon Connect.

Cloud telephony is a unified communications as a service (UCaaS) model that connects a company’s voice, video, messaging, customer relationship management, and processes together. By elevating these functions to a single cloud-based platform, employees can boost productivity because they eliminate the need to toggle between systems.

Agents can help customers more effectively when your phone channel runs seamlessly inside Service Cloud — right alongside your web and digital channels. Supervisors can have visibility across all channels, for faster case resolution and agent onboarding and coaching.

It’s important that your cloud telephony solution can be integrated with your customer data and CRM. When your agents have a complete view of the customer’s interactions and behaviour, they can give personalised answers to questions quickly. And that improves customer satisfaction.