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.
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.
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.
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.
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.
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.
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.
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.
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.
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 a call center software like 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 and call center software can be integrated with your customer data and CRM. When your agents have a complete view of the customer’s interactions and behavior, they can give personalized answers to questions quickly — which improves customer satisfaction.