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.
Download
All fields are requiredMore resources

OL Care, People Empowering Your Success
OL Care gives you unlimited access to a dedicated team of technical experts and professionals to resolve software issues.

Document Process Automation
Explore how OL Connect empowers you to build personalized, automated, and interactive customer communications.

Sales Guide
Learn how to position and sell Objectif Lune software with this comprehensive guide.