With 93% more customers relying on the telephone for assistance and customer service than before the pandemic, Crm’s customers need to upgrade their offer.
For Salesforce’s purpose, it announces the availability of Service Cloud Voice with Amazon Connect, the omnichannel contact center on the Aws cloud.
Announced during the Dreamforce of 2019, Service Cloud Voice consolidates on a single console the data and information that a company collects through the various channels of the customer care: phone calls, digital channels and RM.
With Service Cloud Voice when a call is routed to a call center operator, it appears directly in its dashboard, which turns into a control center for managing customer data and interaction timelines, as well as for the
Service Cloud Voice aims to enable the customer service to manage priorities safely and increase the volume of calls by allowing operators and supervisors to work from anywhere with intelligent tools and to train and coach in real time.
Customer service from home
Amazon Connect’s integrated cloud telephony enables operators to work anywhere, receive real-time call transcripts through artificial intelligence, promote service and increase productivity through artificial intelligence-based advice, centralise conversations with customers and customers.