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 centre 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 rollout of your contact center telephony with Amazon Connect* integrated out of the box with Service Cloud Voice. Salesforce brings together the wide array of benefits of Amazon Connect, like intelligent cloud telephony, IVR, call routing and storage, with CRM data. Now, 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. In the future, you can integrate telephony from the provider of your choice with Service Cloud Voice.

Answer the phone with AI.

Bring the power of AI to your phone calls with Service Cloud Voice. Agents can reduce average handle times and deliver a seamless customer experience with the help of voice transcription from Amazon Connect* and AI-powered recommendations from Einstein. This also gives agents and supervisors full visibility into the customer data from your voice and CRM channels in real time. Einstein analyzes customer-agent conversations and serves up the right knowledge articles and next steps, which empowers agents to solve customer issues faster.

Make it personal.

Transform your call centre 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 hyper-personalised service turns customers into fans.

Optimise training and management.

Contact centre 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.


Get the right tools for your team.


750 Platform Minutes

Package of services to support agents on the phone 750 min/mo.
$75 for 750 minutes
(billed annually)

2,000 Platform Minutes

Scale your package of services to help agents on the phone 2,000 min/mo.
$125 for 2,000 minutes
(billed annually)

*Amazon Connect is provided by Amazon Web Services, Inc. and AMCS LLC

** This edition requires an annual contract.

This page is provided for information purposes only and is not warranted to be error-free, nor is it subject to any other warranties.


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