Increase the personal touch in your contact center – by digitizing voice!
Benefits of Salesforce Service Cloud Voice and telephony integration
With most phone systems and CRMs, voice is a legacy channel that has not experienced the same level of innovation as the digital channels. Agent workflow is typically separate from the digital channels, contained in a separate user interface and inconsistent with the agent experience across all other channels.
Today, customers are contacting call centers at pre-pandemic rates or higher. And, as chatbots and self-service portals resolve the more mundane issues, contact centers are finding that live agents are handling more complex inquiries than ever before. Only 36% of customer service professionals feel fully prepared to handle the surge in customer service and support requests, and only 39% feel fully prepared to handle increased case complexity.
With both call volume and call complexity increasing, contact centers have a renewed focus on the voice channel.
Download this eBook to learn how Salesforce Service Cloud Voice adds automation and digital capabilities to the voice channel – including real-time transcription, integrated call recording, automated call wrap-up, artificial intelligence, and more. By integrating these capabilities with your phone system, you will save agents time, increase agent productivity, and improve the customer experience.
DownloadAll fields are required
Thank you for your interest in Upland. This asset is on the way to your inbox!
Creating Effective Customer Journeys with Email
Welcome to the future of customer journey automation, brought to you by Adestra.
OL Connect Desktop
Améliorez vos services d'impression et fidélisez vos clients avec des communications sur mesure et adaptées.
OL Connect Desktop
Erfahren Sie mehr darüber, wie mit OL Connect Desktop Ihre Druckdienste verbesserte werden können und Sie Ihre Kunden mit maßgeschneiderter und relevanter Kommunikation überzeugen können.