Connect every channel and maximise ROI with contact centre software built directly into your CRM. By unifying your customer data with trusted AI, you can transform your contact centre into an intelligent, omni-channel engagement centre for effective, cost-efficient service.
A modern engagement centre your customers will love.
Service Cloud Voice
Help customers more effectively when your phone channel runs natively inside of Service Cloud. Connect your customers to the right agent at the right time and give your agents all the context they need to assist customers faster. Choose from deeply integrated phone support available out of the box powered by Amazon Connect or via partners on the AppExchange.
Equip agents with instant access to a complete view of the customer and better tools and insights. Reduce average handle times and deliver a seamless customer experience with the help of real-time transcription and AI-powered recommendations from Einstein. Give agents and supervisors full visibility into the customer data from your voice and CRM channels in real time.
Give supervisors visibility and insights to onboard, coach and manage agents. Supervisors can monitor key contact centre metrics in realtime and step in to assist on conversations when agents need support. Improve onboarding, agent productivity and agent engagement by enhancing supervisor visibility and coaching tools.
Digital Engagement
Don't put your customers on hold. Meet them on their preferred channels from your website; mobile app, SMS, WhatsApp, Facebook Messenger, Apple Messages for Business and more.
Go from reactive to proactive service with automated, relevant outbound messages from order status updates to appointment confirmations and reminders. Deflect inbound volume and improve customer experience by getting ahead of service issues — from delivering delays to service outages — with timely notifications.
Automatically route cases from any channel to the right agent based on skill set, availability or capacity. Configure routeing rules inside Flow for all channels, including messaging, chat, email, voice and partner channels. Give managers a bird’s eye view of contact centre activity to manage their team's workload in real time.
AI and Automation
Make work faster for agents, 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 customise 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.
Resolve cases any time. Agentforce for Service chats with customers using natural language and sophisticated reasoning across self-service portals and messaging channels like WhatsApp, Apple Messages for Business, Facebook Messenger, and SMS. Customers can even send photos, videos, and audio if their issue is too hard to explain in text.
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 Einstein Conversation Insights, you can help agents work more productively by surfacing relevant action items on the call transcript.
Service Planner uses generative AI-powered step-by-step plans based on case-specific data to streamline customer support, enhance agent productivity, accelerate agent onboarding and ensure company policy compliance. By integrating intelligent automation with detailed service plans, organisations can achieve higher service standards, optimise resource allocation and improve overall customer satisfaction.
Self-Service
Get started on your self-service experience by building and launching a branded help centre using clicks, not code. Help customers find answers faster by developing a strong knowledge base and embedding articles directly into the help centre for the most commonly asked questions. Reduce the load of incoming cases on your customer support team by giving customers the information they need to find answers themselves before connecting with an agent.
Supercharge case deflection and improve service metrics with an authenticated portal. Once logged into the portal, you can unlock the power of personalisation and further optimise the self-service experience for each customer. Surface the most relevant content and business processes, use flows to suggest next best actions and take each customer on a journey that is applicable to their needs.
Turn customers into trusted advisors by connecting them through a peer-to-peer forum — creating a vibrant community that keeps them coming back. Add Q&A, groups and customer MVPs to keep community members engaged. Plus, offer a personalised feed to make it easy to collaborate, share common knowledge and resolve questions together.
Whether customers take advantage of self-service resources, or prefer to reach out via phone, email, or digital channels, our agents are ready to respond with a 360-degree view of the customer’s data.
Irina ZubovaVP, Digital Sales & Customer Support Enablement, Schneider Electric
Find out how Service Cloud helps you deflect 30% of cases and deliver value across your customer journey with CRM + AI + Data + Trust.
Reduce call volume and speed up call resolution by uniting cloud telephony and Salesforce CRM.
Deflect cases, cut costs and improve efficiency by empowering your customers to find answers themselves first.
Deliver seamless, personalised conversational experiences across channels — at scale.
Survey employees and customers to surface trends and take action with your CRM data.
Unlock actionable insights from your digital service calls to increase agent productivity and decrease onboarding time.
Scale customer service in financial services with automation and AI and move common interactions to low-cost self-service.
Start with Service Cloud as your foundation, then simply add the product listed below to get started with your Contact Centre solution.
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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Contact and call centre software empowers your company to manage customer service in the cloud. Engage with customers across digital or voice channels, route the right work to the right agent at the right time and give supervisors omni-channel visibility.
Choose a contact and call centre software that enables you to support your customers on their channel of choice and gives your agents access the same set of customer data, tools and workflows regardless of channels.
Call centre software refers to telephony tools that allow service organisations to connect with their customers over the phone. Contact centre software, meanwhile, will typically include omnichannel engagement options, as well as routeing and tools for supervisors to monitor their contact centre and report on analytics.
CRM stands for customer relationship management and it allows your company to stay connected to customers across departments, run your business efficiently and boost customer satisfaction. Contact centre software provides the real-time engagement channels and case management tools to manage your customer support needs. CRM and contact centre software can integrate seamlessly.
If your business provides support to customers through real-time channels, such as chat, messaging, phone or social, you need contact centre software.
Contact centre CRM software, also known as customer relationship management software, is a tool used by contact centres to improve customer experiences. The software shops information about customers, tracks customer interactions and simplifies communication and customer service channels — all in one place.
Contact centre AI uses artificial intelligence to streamline customer service operations, automating responses and aiding agents. It enhances efficiency and personalises customer interactions by handling routine enquiries.
Call centre analytics refer to the collection, measurement and analysis of key performance indicators (KPIs) and metrics within a contact centre to optimise operations. These analytics provide valuable insights into various aspects of call centre performance, including agent efficiency, customer satisfaction and overall service quality.
