Resolve customer calls faster by combining voice — the most trusted and widely used channel — with AI and CRM data. Let agents focus on the conversation, not note-taking, with automatic call transcription. Use Agentforce to accelerate case resolution with next-best actions, conversation summaries, and smart catch-ups. Empower every service rep to perform like a pro with natural language alerts that deliver personalized feedback and real-time coaching.
Reduce costs with an autonomous agent assisting your customers across channels anytime using conversational language tailored to your brand’s voice.
Make your voice calls smarter with AI and data. With intelligent transcriptions, service reps and supervisors can view voice and CRM data in real time. Agentforce for Service can analyze these conversations to serve up the right knowledge articles and recommend actions.
Get on the phones faster with out-of-the-box telephony integration with Amazon Connect or a range of partners on the Salesforce AppExchange. Embed the phone into your digital channels in Service Cloud to provide a holistic view of your customer conversations. Connect your customers to the right service rep at the right time and give your teams all the context they need to assist customers faster than ever.
Launch AI-driven recommendations with real-time transcriptions that free up service reps to focus on the customer. Improve Customer 360 and insights with the ability to analyze voice conversations in the context of CRM data — driving next best actions to help customer service teams resolve cases faster. At the end of the call, wrap up with conversation summaries based on customer intents and sentiment.
Don't put your customers on hold. Meet them on their preferred channels from your website, mobile app, SMS, WhatsApp, Facebook Messenger, and more. Provide your service reps with a unified customer view across your phone and digital channels to make it easy for your service teams — and your customers.
Make work faster for service reps, supervisors and customers with Agentforce, your AI assistant for CRM. Ask questions and make requests to get trusted and useful answers. Agentforce can assist with tasks like answering questions using your knowledge base. You can also customize its actions, like routing cases for approval. Agentforce uses advanced language models and the Einstein Trust Layer to provide accurate and understandable responses based on your CRM and external data.
Increase efficiency and service rep productivity with AI-generated summaries for every case, order, or interaction. Agentforce automatically captures and predicts key issues and resolutions at the end of each conversation — reducing manual effort and saving time. Enable service reps to review, edit, and save summaries to continuously enhance your knowledge base to deliver smarter service in the future.
Support customers and save service reps time by making next best actions and workflows easily accessible. Empower your teams with targeted suggestions for cross-sell, renewal, or upsell opportunities
Give your supervisors the right tools for coaching and training and complete visibility into service rep capacity across channels. Monitor calls and capture insights to assist in real time via chat or Slack. You can also set up training to help your distributed team get up to speed on trending support calls.
Get a real-time, holistic view of contact center performance across all channels — including phone. Give your managers insights into customer satisfaction, revenue, customer retention, customer effort score, or service-level agreement (SLA) performance to identify strengths and areas to improve. Contact Center Analytics also helps you keep an eye on call volumes, wait times, and handle times with real-time queue management.
Unlock productivity from your digital service calls by identifying coaching opportunities from a call recording. Surface key moments such as product mentions, compliance mentions, or your own custom mentions by any topic you define. With AI Conversation Insights, you can help service reps work more productively by surfacing relevant action items on the call transcript.
Find out how Service Cloud helps you deflect 30% of cases and deliver value across your customer journey with CRM + AI + Data + Trust.
Start by selecting your Service Cloud edition. Then, add on Service Cloud Voice telephony integration at these price points.
This page is provided for informational purposes only and is subject to change. Contact a sales representative for detailed pricing information.
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Integrate your call center seamlessly into your CRM with cloud telephony. Select the telephony partner of your choice, or purchase preintegrated out-of-the-box telephony from Amazon Connect.
Cloud telephony is a unified communications as a service (UCaaS) model that connects a company’s voice, video, messaging, customer relationship management, and processes together. By elevating these functions to a single cloud-based platform, employees can boost productivity because they eliminate the need to toggle between systems. Learn more about voice technology in customer service and how it can improve your call center operations.
Agents can help customers more effectively when your phone channel runs seamlessly inside a call center software like Service Cloud — right alongside your web and digital channels. Supervisors can have visibility across all channels, for faster case resolution and agent onboarding and coaching.
It’s important that your cloud telephony and call center software can be integrated with your customer data and CRM. When your agents have a complete view of the customer’s interactions and behavior, they can give personalized answers to questions quickly — which improves customer satisfaction.
