Voice & Phone Support
Connect with customers with call centre integration built directly into your CRM. Provide personalised service in every phone call with easy-to-use Service Cloud Voice.
What can you do with your new cloud telephony solution?
Boost efficiency, give supervisors omni-channel visibility, and deliver answers fast.
Natively integrate phone support.
Drive efficiency with deeply integrated phone support available out of the box — powered by Amazon Connect, or via partners on the AppExchange.
Automatically transcribe phone calls in real-time so agents can focus on your customers.
Don't put your customers on hold. Meet them on their preferred channels from your website, mobile app, SMS, WhatsApp, Facebook Messenger, and more.
Resolve calls faster with AI and automation.
Launch real-time, personalised recommendations during the phone call to guide agents with suggested actions and next steps.
Automate simple & complex business processes by easily connecting to enterprise-scale workflows for faster resolution of phone calls.
Intelligently route work from any channel to the right agent for the most efficient resolution based on skill set, availability, and capacity.
Empower and coach your service teams.
Give your supervisors complete visibility into agent capacity across channels and the right tools for coaching and training
Quickly understand contact centre health with out of the box dashboards for tracking contact centre KPIs.
Spot call trends such as product or compliance mentions, gaining better visibility into customer pain points to improve CSAT.
Extend the power of Service Cloud Voice with these related products.
Service Cloud
Drive productivity, reduce costs, and increase customer satisfaction at scale with Service Cloud.
Contact Centre
Deliver proactive, personalised service across all channels — phone, self-service, messaging, and chatbots — at scale.
Digital Engagement
Deliver seamless, personalised conversational experiences across channels — at scale.
Service Cloud Einstein
Boost agent productivity, personalise every customer interaction, and scale service across channels with built-in AI
Service Cloud Voice Pricing
Start by selecting your Service Cloud edition. Then, add on Service Cloud Voice telephony integration at these price points.
Service Cloud Voice
Natively integrate telephony from a partner with your CRM.
$
70
AUD / User / Month
- Connect Telephony and Services from your Preferred Partner
- Phone Calls as Data in the Agent Workspace
- Voice Powers Real-Time AI and Productivity Tools
Service Cloud Voice with Amazon Connect - 750 Minutes
Package of services to support agents on the phone 750 min/mo.
$
105
AUD / User / Month
- Preintegrated Telephony with Amazon Connect
- Phone Calls as Data in the Agent Workspace
- Voice Powers Real-Time AI and Productivity Tools
Service Cloud Voice with Amazon Connect - 2,000 Minutes
Scale your package of services to help agents on the phone 2,000 min/mo.
$
175
AUD / User / Month
- Preintegrated Telephony with Amazon Connect
- Phone Calls as Data in the Agent Workspace
- Voice Powers Real-Time AI and Productivity Tools
Service Cloud Voice with Amazon Connect - 5,000 Minutes
Scale your package of services to help agents on the phone 5,000 min/mo.
$
280
AUD / User / Month
- Preintegrated Telephony with Amazon Connect
- Phone Calls as Data in the Agent Workspace
- Voice Powers Real-Time AI and Productivity Tools
This page is provided for informational purposes only and is subject to change. Contact a sales representative for detailed pricing information.
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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.