eBook

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.

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