Call Centre Management and Customer Support Software

Provide better customer service experiences no matter where your sales agents take their calls with Salesforce Service Cloud Voice. With seamless integration, your contact centre telephony system is now one with your Salesforce CRM. With our contact centre management solutions your sales agents get a better experience while supervisors get enhanced visibility across all channels, all driven by AI insights on an intuitive console. Learn how you can solve phone cases faster and smarter with Salesforce Service Cloud Voice.
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Boost customer service agent productivity.

Get better customer outcomes from every call with Service Cloud Voice. Gain a complete view of the customer and empower your customer service agents with better tools and more powerful insights. Close cases faster with access to Einstein intelligence and have the ability for agents to work from a single source of truth — all on one integrated customer service platform. Work more efficiently, from anywhere with Salesforce Service Cloud Voice.
Learn more about on-call productivity tools

Seamless Telephony systems integration.

Integrate Service Cloud Voice with the telephony partner of your choice, or purchase pre-integrated out-of-the-box telephony from Amazon Connect.* Agents can help customers more effectively when your phone channel runs seamlessly inside of Service Cloud — right alongside your web and social channels. This allows your customers to talk to the right agent, at the right time. You can give your agents all the context they need to help customers with fewer interactions.
Learn more about integrating telephony with Amazon Connect

Answer the phone with AI.

Bring the power of AI to your customer service calls with Service Cloud Voice. Reduce call centre and average service agent handle times to deliver a seamless customer service experience with the help of voice transcription and AI-powered recommendations from Einstein. Give agents and supervisors full visibility into the customer data from your voice and CRM channels in real time. Einstein analyses customer-agent conversations and serves up the right knowledge articles and next steps, which empowers agents to solve customer issues faster.
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Peronalised customer service calls.

Transform your call centre with proactive and personalised service. Service teams can exceed customer expectations with accurate purchase history and a full view of prior customer conversations. Your agents won’t need to put people on hold, fumble for answers, or transfer customers to other departments. Now service teams can get it right the first time — and that’s how hyper-personalised service turns customers into fans.
See how John Hancock turned its contact center into a hub of personalised service
 

Optimise training and management.

Contact center supervisors constantly monitor customer calls for new issues where agents need further training. But managers don’t always have the right tools to get this crucial information. Give supervisors real-time insight with Service Cloud Voice. Ensure faster case resolution and streamline new agent onboarding when supervisors understand the ever-changing agent experience.
Check out how you can monitor contact center KPIs with Voice dashboards
 

Frequently asked questions (FAQ)

What software is used in a call centre?

Call centre software is designed to assist sales agents and their supervising teams in managing all aspects of customer communications. This can include telephone, email, chat or social media channels. While providing a central communications hub, the platforms also allow teams to track important performance metrics that will improve workforce management and customer outcomes.
Yes, CRM provides call centres with relevant information in real-time, enabling their agents to get a single view of the customer, improve efficiency, and offer personalised customer experiences across a range of channels.
Call centre customer relationship management (CRM) is a call centre technology solution that provides employees with access to account information and history instantly, which allows them to help customers with up-to-date and relevant information during support.

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Contact Center Software: Call Center Management by Service Cloud

Service Cloud is a call centre software solution built on a SaaS model, designed for contact centre service agents and empowers your company to manage customer service in the cloud. Service Cloud Voice is a CTI solution natively integrated inside Salesforce Service Cloud that offers streamlined customer service tools for agents, omni-channel visibility for managers, and AI-driven insights for a better phone-based customer service experience.

Seamless Telephony systems integration
Integrate Service Cloud Voice with the telephony partner of your choice and help customers with fewer interactions.

Boost service agent productivity
Close customer cases faster with access to Einstein intelligence and the ability for agents to work from a single source of truth — all on one integrated customer service platform.

Personalise the customer service experience
Transform your call centre with proactive and personalised customer care. Get it right the first time and transform customers into loyal fans.

Leverage the power of AI
Bring the power of AI to your phone calls with Service Cloud Voice. Empower your service agents to solve customer issues faster.

 
Read More About Contact Center Software