“Our contact centre plays a vital role in serving our customers. So, to help manage heightened call volumes and enable our agents to service our customers from anywhere, we knew we had to find a way to do more with telephony. “After engaging DXC, we were delighted with the short time to value, rich features and positive business impact they were able to produce utilising Service Cloud Voice. “They brought a level of expertise and dedication to the project that was second to none, in order to make it a huge success.” Senior Manager & Platform Owner, Large Australian Financial Institution
A streamlined agent workspace Enable your agents to service all customer interactions from one screen. Embedded softphone call controls make it simple for agents to accept phone calls alongside digital conversations in omnichannel, seamlessly integrated with Salesforce’s Customer 360 for a holistic view of the customer.
Enhanced customer experience with artificial intelligence (AI) With AI-enabled call log field predictions, voice-triggered knowledge article recommendations and Einstein case wrap-up, your agents will be able to reduce handle time – resulting in better customer experience and greater agent productivity.
Real-time call transcription Seamlessly capture the content of your call and link the call transcript to the customer’s profile for easy future reference. Real-time call transcription can also be used to launch on-call intelligence, such as 'Next Best Actions' and 'Reply Recommendations' so agents can swiftly resolve customer queries.
Unlocked insights for supervisors Help facilitate training and onboarding for your agents with easy access to calls and insights in real-time. Keyword or sentiment analysis can be configured to flag calls where additional on-call coaching may be needed.
Agents available from anywhere With remote working here to stay, Service Cloud Voice supports your agent’s ability to service their customers from anywhere they are based – allowing your business to continue seamlessly regardless of the environment and offering flexibility that attracts and retains top talent.
Fast setup Coming pre-integrated with Amazon Connect and with no software to install or complex upgrade processes, Service Cloud Voice enables easy setup of cloud telephony alongside existing communication channels to help organisations deliver fast, personalised service to customers in a matter of weeks.
Future proof with proven scalability Grow or shrink your contact centre on-demand with the same technology Amazon uses worldwide for millions of customers and peak volumes.