Salesforce Service Cloud Voice (SCV) and Amazon Connect Accelerator

Drawing on our expertise as an accredited Salesforce partner and Amazon Connect partner in the contact centre world, we can help you put Salesforce at the heart of your digital CX to optimise the way your business handles:

• essential customer administration like changes of address or password requests
• order updates
• service requests and fault reporting
• bill payments
• the creation and querying of helpdesk cases – including providing proactive updates,

We not only advise you on how to automate workflows and processes for these common tasks, but also how to integrate those into the contact centre environment, using established workflows wherever possible.

Connect has developed a solution that integrates Salesforce Service Cloud Voice (SCV) and Amazon Connect that provids key features such as:

• automated ID&V
• intelligent call routing based on your workflows
• automated case creation in Salesforce
• screen pop of customer details and interaction history

These features mean you can offer a more personalised – and effective – customer journey across self-service and agent-assisted channels. At the same time, you’ll significantly increase agent efficiency by reducing handling times.

We can also provide:

• Dashboards within your Salesforce screens providing contact centre metrics
• Automatic case creation and management, including email and SMS updates to customers to keep them informed.

We also provide full implementation, training for supervisors, IT teams and frontline advisors, and ongoing support from our 24x7 service desk to help you make the most of both solutions.