What is Salesforce Service Cloud Voice?
Salesforce Service Cloud Voice is a computer telephony integration (CTI) tool for call centers that helps agents handle calls, track support cases, and resolve them during a conversation—all in a single Salesforce interface. Since Service Cloud Voice is integrated with the Salesforce Customer 360 CRM platform, it provides instant access to a complete view of a customer’s profile while on a call with them.
Key Features of Service Cloud Voice:
- Real-time Einstein AI recommendations of next best steps for agents to take during conversations with customers
- Complete customer profiles with an interaction history and integrated data from third-party systems to back up phone conversations with accurate information
- Real-time transcription of phone conversations in which transcripts are attached to cases and saved in Salesforce
- Pre-integrated cloud Amazon Connect telephony and the ability to integrate another telephony system
Service Cloud Voice is available under an add-on license in the Lightning Experience user interface on Salesforce Service Cloud, Sales Cloud, and Government Cloud.