Salesforce Service Voice Is a Game-Changer

Salesforce Service Voice Is a Game-Changer

Service Voice

Written by Dave McCall, Service Cloud Director at PolSource

Let’s face it. Contact center professionals like me have taken the phone channel for granted for years. Still, 75% of people believe calling is the most effective way to get a quick response, and 46% of customers prefer the phone for complicated issues. We can all agree, the phone is still an important channel for customer service.

There have been some advances along the way for our old friend–capabilities like advanced routing, IVR, voice bots, intelligent screen pop, and passing data from the phone system to the CRM. I believe the capabilities offered by Salesforce Service Voice are our next major advancements.

Salesforce Service Cloud Voice will be included in the Summer 2020 release. Once activated, it will allow customers to integrate the voice channel into their agent desktop in a completely new way. The functionality provided will unlock a number of capabilities for a contact center that have been previously impossible or very difficult to achieve.

We, at PolSource, are very excited to help our clients bring these capabilities to their service organization. Not just because it’s the newest product, but because of the higher caliber of service it will allow organizations to provide their customers. These are sure to become the new standards for the next generation of contact centers.

True Omni-Channel

A deeper integration with voice allows Salesforce Omni-channel greater control over what gets routed. Service Voice will come integrated into Omni-channel, allowing agents to make themselves available for each channel directly through the Omni-channel utility bar component. Additionally, call controls will become available to the agent directly from the case page layout. It has never been easier to have blended agents on all channels–including phone, web, mobile, email, chat, SMS, social–with the ability to manage their availability in one location for all channels.

Never Again Ask a Customer to Repeat Themselves

Salesforce Voice will automatically and in near-real-time transcribe the call, presenting it to the agent similarly to a chat transcript. That means once a caller tells the agent their account number, the agent can scroll back through the transcript and find that account number without having to keep it on a post-it or in Notepad. With some customization, the transcript can be modified to automatically highlight certain patterns in the text to make it easier for the agent to find specific information.

Transfers with Automatic Context

Previously, when an agent transferred a customer to another agent, they would work hard to summarize the conversation in a few notes, with the goal of keeping the caller on hold for as short a time as possible. Inevitably, the one detail the agent left out would be where the caller wants to start. However, with a running call transcript, the new agent can read the entire transcript. They have access to the entire previous conversation including any relevant data points mentioned by the caller.

Want to learn more about Service Voice?

Read Salesforce’s press release for Service Voice:

Salesforce has also provided a Trailhead to introduce Service Voice:

Over the coming days, watch this blog series for a deeper dive into some Service Voice capabilities and how they will unlock better service for organizations including low-friction real-time agent helpers, new voice-activated capabilities, and increased quality controls.

It’s time to unlock the power of Voice to transform service. Whether you’re ready for full implementation, or a pilot, we’re ready to partner with you. Contact us today to start your Voice journey.


Read the next blog in this series: Salesforce Service Voice Will Unlock New Real-Time Agent Capabilities