Solve phone cases faster and smarter with Service Cloud Voice.

Delivering a great customer experience over the phone is still a challenge for service leaders and call center management, but that’s where Service Cloud Voice comes in. Telephony will soon be natively integrated inside of Service Cloud, offering a better agent experience, enhanced omni-channel visibility for supervisors, and an intuitive console powered by AI-driven insights.
 
 

Boost productivity.

Deliver a consistent, efficient service experience on every call when your agents have instant access to a current, complete view of the customer. With Service Cloud Voice, agents have better tools and insights to close cases faster because they’re leveraging Einstein intelligence and working from a single source of truth on one integrated platform.

Integrate calls easily.

Simplify purchasing, setup, and implementation of your contact center CTI. Salesforce brings together telephony and CRM data for contact center supervisors so they can route and answers calls faster and smarter. Optimise call volume with computer telephony integration running seamlessly inside of Service Cloud, right alongside your web and social channels. 

Answer the phone with AI.

Bring the power of AI to your phone calls with Service Cloud Voice. Reduce average handle times and deliver a seamless customer experience with voice transcription tools and AI-powered agent recommendations. With intelligent transcriptions, agents and supervisors can view voice and CRM data in real time. Einstein analyses customer-agent conversations and serves up the right knowledge articles and next steps for agents to quickly solve customer issues.
 

Make it personal.

Transform your call center with proactive and personalised service. Exceed customer expectations with accurate purchase history and a full view into customer conversations. No more putting people on hold or fumbling for answers. No more transferring customers to other departments. Now agents get it right the first time — and that’s how hyperpersonalised service turns customers into fans.
 

Optimise training and management.

Contact center supervisors are constantly monitoring customer calls for new issues where agents need further training. But managers don’t always have the right tools for clear visibility and reporting. Give supervisors real-time insight with Service Cloud Voice. Ensure faster case resolution times and streamline new agent onboarding when supervisors understand the ever-changing agent experience.