Service Cloud Voice: a higher level in your telephone support

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Although many people may think that in today's digitalized and connected society, most people prefer digital communication channels, the truth is that customers still rely on telephone support. According to Salesforce's State of Service report, 93% of customers use the phone for support, while 76% expect to resolve their problem by speaking to a single agent. On the other hand, 95% of companies continue to offer the phone as a service channel.

As things stand, the telephone remains omnipresent in communication with customers. However, this channel has often been forgotten in the face of advances in technology and innovation. But of course, Salesforce, always at the forefront of cloud-based business technology solutions, has a comprehensive solution to update telephone support: Service Cloud Voice.

What is Service Cloud Voice?
Service Cloud Voice is a Service Console feature that provides support agents with a qualitatively superior tool to do their job. It offers a 360-degree view of customers and their requests, combining japan whatsapp lead data from all channels and powered by Artificial Intelligence. In this way, it creates a single source of truth. This way, agents can resolve queries faster and more proactively, while showing customers a strong and positive image of the company.

Service Cloud Voice
Source:Trailhead.com.
Main features
Although you can already get an idea of ​​the potential of Service Cloud Voice, it is worth mentioning its main functionalities.

It integrates telephony data, information from connected digital channels (social networks, website, email, SMS, etc.) as well as CRM data into a single console, providing a comprehensive customer profile. In this way, a fully omnichannel experience is achieved where agents access a single widget for calls and interactions, without so many clicks, screens and distractions.
It allows you to strengthen the service through the use of AI. The wonderful Einstein tool provides real-time recommendations to make your agents more effective.
It also facilitates, through Einstein, the generation of powerful reports, attractive dashboards, as well as the transcription of calls in real time.
Allows you to integrate with your favorite telephony solution, whether it's Amazon Connect or your own telephone company.
Provides supervisors and managers the ability to monitor calls in real time.
Key Benefits of Service Cloud Voice
The benefits of Service Cloud Voice are many and varied. Here are some of the main ones.

Reduce customer service time while providing more effective and personalized solutions. It also increases the productivity of support agents.
It allows the agent to focus completely on a customer, having all the available information at hand, on a single screen and without having to take notes.
Makes it easy to accept phone calls using built-in call control tools (softphones).
Facilitates agent monitoring. Supervisors and managers can listen to calls in real time, read conversations, monitor routing, and access transcripts. This allows them to evaluate agent performance and identify those who need further guidance and training. This optimizes support team training.
Promote customer satisfaction and loyalty by resolving their queries in less time, more effectively, and with better-supported agents.
Differences between Service Cloud Voice and Salesforce Call Center
Many CRM customers already work with Salesforce Call Center, so one of the most frequently asked questions is how the two solutions differ.

Service Cloud Voice Salesforce Call Center
Native Service Cloud solution, pre-integrated and ready to use with Amazon Connect. Alternatively, you can integrate it with your telephony partner using a pre-built package. Requires integration of a third-party telephony system on each computer. A call center can be created by installing Computer System Integration (CTI) packages created by developers or AppExchange partners.
Seamless data integration and voice transcription to automatically populate records. Suggest actions or content with AI and unlock powerful reporting options with Einstein. It includes screen pops, click to call, and some data logging and analysis features based on call information.
The call control tool integrates with an Omni-Channel widget for easy access to all digital and phone conversations without all the clicks and screens. Supervisors can view all digital interactions and assist agents. The call control tool is integrated into the console footer and is separate from other digital conversations, limiting the omnichannel experience.
Source: Trailhead.com

How to purchase Service Cloud Voice
Service Cloud Voice is available in Lightning Experience, in Enterprise and Unlimited editions. It is also available in Sales Cloud, Service Cloud, and Government Cloud as an additional license. As mentioned throughout the article, you can choose to integrate this solution with Amazon Connect or with your favorite telephony partner. The prices for this service depend on your choice.