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Service Cloud Voice
Turn wait times into a thing of the past with Voice AI agents for customers and AI assistance for reps. Connect customers to live phone support while enabling reps to manage voice and digital channels in one unified workspace — all powered by your trusted CRM and enterprise data, with the telephony provider of your choice.
Say hello to Agentforce for Service.
Reduce costs with an autonomous agent assisting your customers across channels anytime using conversational language tailored to your brand’s voice.
Boost growth and personalize experiences with unified service and built-in telephony.
Resolve calls faster with AI self-service for simple questions, while service reps focus on complex cases with real-time AI guidance and summaries. Turn every conversation into a growth opportunity with upsell and renewal suggestions. Give supervisors instant insights, alerts, and coaching tools to optimize operations and customer experiences.
Assist customers faster.
Agentforce Voice answers the phone 24/7 with AI voice assistance in a range of conversational voices. AI agents use trusted enterprise data to handle routine tasks and calls with context, empathy, and flexibility. When they can't resolve an issue, the conversation seamlessly transfers to a human rep with a brief conversation summary from the AI agent, so they can resolve the issue right away.
Service Cloud enables human reps to deliver personalized, efficient service with AI reviewing the real-time transcript to suggest next best actions and knowledge recommendations. Real-time sentiment and customer satisfaction monitoring gives reps instant feedback, while assistive AI provides workflows, fast answers, easy options to personalize each conversation, automated call summaries, and schedules follow-up.
Assist supervisors with management of both AI agents and humans together. Automated, personalized action plans for reps help supervisors improve coaching and team performance. Dashboard insights and trends help track key metrics such as customer satisfaction, rep performance, and self-service containment so that supervisors can focus on efficient operations and share results with managers.
Increase service agent and rep efficiency.
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 service rep at the right time and give your teams all the context they need to assist customers faster than ever.
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 service reps with a unified customer view across your phone and digital channels to make it easy for your service teams — and your customers.
Launch AI-driven recommendations with real-time transcriptions that free up service reps to focus on the customer. Improve Customer 360 and insights with the ability to analyze voice conversations in the context of CRM data — driving next best actions to help customer service teams resolve cases faster. At the end of the call, wrap up with conversation summaries based on customer intents and sentiment.
Deepen customer relationships to drive revenue.
Open opportunities with AI assistance for service and sales reps that suggests upsell or cross-sell options across voice and messaging. Create workflows with renewal reminders or proactive outreach for new customers. Reduce manual work with automated lead tracking and conversation summaries.
Call customers from a trusted phone number so they know it’s really you. Let them reconnect with the same representative each time, so they get consistent, personal service that helps build trust and loyalty.
Understand customer purchase history, where they are in their buying journeys and whether they are happy with your brand. Use Customer 360 data with out-of-the-box dashboards to monitor customer sentiment and churn risk so that reps can proactively reach out to help resolve issues, offer loyalty discounts or extend renewal deadlines.
Improve contact center operations.
Deliver smarter service by capturing and analyzing customer signals, sentiment, and feedback. Spot issues early, close knowledge gaps, and generate guidance for reps and leaders. By combining engagement history and survey data across channels, your team can fix problems fast, personalize every interaction, and boost productivity and CSAT with the data you already have.
Get a real-time, holistic view of contact center 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 Center Analytics also helps you keep an eye on call volumes, wait times, and handle times with real-time queue management.
Boost CSAT, NPS, and lifetime value with AI-powered surveys across every channel. Automate feedback capture at key moments like onboarding, adoption, and renewals, and adapt questions in real time. Track sentiment across the journey with prebuilt dashboards to spot trends, improve productivity, and act faster. Analyze feedback by channel, location, or industry to uncover needs, raise response rates, and maximize ROI.
Take a tour of the #1 AI CRM for service.
Find out how Service Cloud helps you deflect 30% of cases and deliver value across your customer journey with CRM + AI + Data + Trust.
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 Center
Drive efficiencies and case resolutions faster with AI, automation, and Omni-Channel support.
Digital Engagement
Deliver seamless, personalized conversational experiences across channels — at scale.
Agentforce for Service
Transform your workflow with purpose-built AI that’s predictive, generative, and autonomous. With Agentforce, your can deliver smarter and faster service that works across every channel.
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 for Partner Telephony
Integrate telephony with your CRM.
$
50
USD/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
Support agents on the phone for 750 min/mo.
$
75
USD/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
Support agents on the phone for 2,000 min/mo.
$
125
USD/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
Support agents on the phone for 5,000 min/mo.
$
200
USD/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 Center Integration FAQ
Integrate your call center 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. Learn more about voice technology in customer service and how it can improve your call center operations.
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.