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Salesforce Service Cloud Voice for Partner Telephony is (Almost) Here

Service Cloud Voice for Partner Telephony is almost here! As the biggest Service Cloud product investment of the year, it’s certainly creating a lot of buzz. But what the heck is it?

Service Cloud Voice for Partner Telephony, colloquially known as “bring your own telephony” (BYOT), is a brand-new offering from Salesforce that digitizes the voice channel like never before. Building on the launch of Service Cloud Voice, which leverages Amazon Connect to unify phone, digital channels and CRM data in real-time in one centralized console, Service Cloud Voice for Partner Telephony gives customers freedom of choice and the flexibility to choose from a range of leading telephony providers, such as Genesys, Cisco, and Avaya.

What Is Service Cloud Voice for Partner Telephony?

Salesforce Service Cloud Voice for Partner Telephony modernizes agent desktops by bringing together phone, digital channels and CRM data in one central view for faster, smarter and more personalized service.

what is it?

It differs from traditional CTI (computer telephony integration) in that the UI is fully native to Salesforce instead of an overlay within the CRM environment, as depicted above. This means single sign on (SSO), a single pane of glass for agents to work from, and a singular view of all customer interactions.

Service Cloud Voice layers on an additional feature set on top the standard productivity-igniting features that CTI provides like screen pops, click-to-dial, call logging, and analytics. These additional features include:

  • Record every call with integrated call recording
  • On-call AI to launch Next Best Action*
  • Knowledge lookup from real-time transcription*
  • Einstein case wrap-up with call log field predictions*
  • Collaboration with Salesforce Anywhere or Chatter
  • Salesforce Flows to streamline the agent experience

(*please note that not all features are available with the first release).

What’s the same between traditional CTI and Service Cloud Voice for Partner Telephony? You’ll need a trusted integration partner to serve as the “glue between the two” in order to bring your telephony into Salesforce.

connect systles

Who is Service Cloud Voice for Partner Telephony For?

Service Cloud Voice for Partner Telephony, or BYOT, is just that – Service Cloud Voice for customers who wish to bring their own telephony rather than make the switch to Amazon Connect.

Using Salesforce CTI providers like InGenius—who will be amongst the first Service Cloud Voice for Partner Telephony integrators on the AppExchange—customers can maintain their existing telecommunications investment and infrastructure but still take advantage of the new Service Cloud Voice environment. This gives Salesforce users the ability to deliver same innovative agent experience and exceptional customer experience from anywhere more quickly and at scale.

Salesforce customers using Service Cloud, Sales Cloud, Financial Service Cloud or Health Cloud will be able to jump on this exciting new Salesforce product! Using InGenius, you can bring your own Genesys, Avaya, or Cisco telephony system with you into the CRM.

When Can I Get Service Cloud Voice for Partner Telephony?

Service Cloud Voice for Partner Telephony will be generally available summer 2021! With launch right around the corner, now is the perfect time to find out if this solution is a good fit for your contact center. Request a demo to book a 1:1 meeting with one of our solution experts to get started.

Request a demo

Salesforce Service Cloud Voice for Partner Telephony modernizes agent desktops by bringing together phone, digital channels and CRM data in one central view for faster, smarter and more personalized service.


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