Solve phone cases faster and smarter with Service Cloud Voice.

Today you can give all your customers a great phone experience no matter where your agents take calls. That’s because, with Service Cloud Voice, your telephony is now one with your Salesforce CRM. So agents get a better experience and supervisors get enhanced visibility across all channels, driven by AI insights on an intuitive console.

Boost agent productivity.

Give your customers a consistent and efficient service experience on every call with Service Cloud Voice. Agents now have instant access to a complete view of the customer and better tools and insights. That way, they can close cases faster. And with access to Einstein intelligence, agents have the ability to work from a single source of truth — all on one integrated platform — with more efficiency, from anywhere.

Integrate calls easily.

Simplify purchasing, setup, and rollout of your contact centre 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 analyses 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. 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.

Optimise training and management.

Contact centre 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.

Customer Success Spotlight

Look how one of our customers turned their contact centre into a hub of personalised, intelligent service.


Service Cloud provides a complete customer history so agents can see what issues the customer may have had in the past.”

Tracy Kelly, AVP at John Hancock

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