Salesforce Enters CCaaS Market with Service Cloud Voice

Industry experts explain the benefits of integrating your contact center with the new Service Cloud Voice solution.

Dec 22, 2020.
Contact center management is moving into the next stage of its digital evolution. 451 Research analyst Keith Dawson explains what this means for your business's customer service model and how Service Cloud Voice's unified solution provides contact center agents with the tools they need to increase efficiency and improve the customer experience.

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In this report, 451 Research details the importance of cross-channel management and highlights the benefits of integrating your customer service channels with Service Cloud Voice:

  • Integrating phone, digital channels, and CRM gives contact center agents one centralized interface
  • Leveraging AI-powered recommendations gives agents real-time recommendations for solutions and next-best actions
  • An expanded supervisor console helps managers view all calls and identify where help is needed
  • Unified customer profiles provide a complete view of the customer journey

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