Posted On: Jul 21, 2020

Today we are excited to announce the general availability of Salesforce Service Cloud Voice with Amazon Connect. Service Cloud Voice brings together phone, digital channels, and CRM data into one unified contact center experience. Amazon Connect offers pre-integrated cloud telephony and automatic speech recognition for both agents and supervisors in Service Cloud, the leading customer service platform.

Amazon Connect has natural text-to-speech built-in so you can create personalized messages in real-time with Amazon Lex to automate interactions and improve customer service. Agents now have native, embedded call control with integrated email, chat, and messaging within the Service Cloud Console. This increases agent productivity by handling calls quickly and intelligently, reducing average handle time, data entry, and call wrap-up time. Supervisors can view incoming and current calls next to digital conversations in real time for live routing and call assist.

Supervisors and agents will have access to real-time transcription via Amazon Transcribe, call recording playback via Amazon Simple Storage Service (Amazon S3), and CRM integration with call analytics. Service Cloud Voice uses AWS AI/ML Services and Einstein for Service, allowing agents to leverage knowledge articles, next best actions, and recommendations in real time. Now, customers will receive faster, more personalized customer service than ever!

To learn more on using Amazon Connect with Service Cloud Voice, visit the Salesforce Service Cloud Voice website.