Service Cloud Voice for Partner Telephony is finally 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.
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. 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).
So 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.
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 are 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 the innovative Service Cloud Voice desktop experience to their agents more quickly and at scale, without having to switch their telephony over to Amazon Connect. And that means better customer experiences are just around the corner.
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 Genesys Cloud telephony system with you into Service Cloud Voice. Stay tuned for more exciting announcements as we work to connect Genesys Engage, Avaya, and Cisco telephony systems to Service Cloud Voice!
When Can I Get Service Cloud Voice for Partner Telephony?
Service Cloud Voice for Partner Telephony (BYOT) is available now! Using InGenius, you can seamlessly connect your Genesys Cloud telephony system to Service Cloud Voice today. And soon, we’ll have connections for Genesys Engage, Cisco, and Avaya. Book a 1:1 demo with one of our CTI experts to learn more about Service Cloud Voice for Partner Telephony and to find out if you’re a good fit today!