How Cloud Voice Services Deliver Next-Level Contact Center Experiences
In contact centers across the world, this scene likely plays out every day: A customer calls with an issue and is routed to multiple agents. The customer must repeat their information multiple times — and they hang up in frustration. It's no surprise that only 42% of customers in the Vonage Global Customer Engagement Report 2024 say they're very satisfied when communicating with a business. Here's how cloud voice services like Salesforce Service Cloud Voice, combined with a cloud contact center, can alleviate this issue.
Amplify contact center impact with Service Cloud Voice
Contact centers function as customer service hubs, and they’ve often been phone-based. Today, customers can use email, chat, SMS, and video conferencing to communicate, so companies need to meet them where they are and service them on their preferred channel.
Cloud solutions, such as Salesforce Service Cloud Voice, make it easy for contact centers to combine phone and digital channels onto one platform for easier management and seamless customer interactions.
For businesses that already use or plan to use Salesforce as their customer relationship management system (CRM), Salesforce Service Cloud Voice offers a range of powerful capabilities that support a modern contact center experience.
Omnichannel experience: Service Cloud Voice integrates phone systems directly into the Service Cloud console, which enables businesses to connect phone calls to digital channels and provide an omnichannel experience. Agents can see customer interactions across all channels from a central location, gaining a holistic view of each case and the challenge a customer needs to address. For customers, this reduces friction and ensures they don't have to repeat the same information or go through the same troubleshooting steps with multiple agents. According to the Vonage Global Customer Engagement Report 2024, 74% of customers will take their business elsewhere after one bad experience. This makes it crucial to deliver better experiences that can drive customer loyalty and retention.
Enhanced reporting: With Service Cloud Voice, businesses also have access to enhanced reporting and analytics related to customer sentiment, agent performance, wait times, and time to resolution that can help them make better operating decisions. They can use this information, for example, to improve agent training or implement process improvements that help them handle higher call volumes more efficiently.
Improved productivity: When organizations integrate their contact center with Service Cloud Voice, they can access a range of advanced features to improve agent productivity and deliver more personalized, efficient customer service. With this contact center integration, agents no longer have to switch between siloed channels. They don't have to take manual notes during customer interactions, and they have access to relevant, real-time information that gives them complete visibility into a customer's previous call center interactions and communications preferences.
To improve experiences and capitalize on rich data within the Salesforce CRM, consider using a cloud-based contact center solution that seamlessly integrates with Service Cloud Voice. With Vonage Premier for Service Cloud Voice, your business can deliver an omnichannel contact center experience that leads to better agent and customer engagement.
Cloud contact centers deliver seamless connections
Moving contact centers to the cloud is now table stakes for a better customer experience. Together, Vonage and Salesforce empower companies to leverage the cloud and artificial intelligence (AI) to easily deploy and manage multiple communications channels.
Vonage Contact Center is a cloud-based contact center solution that deeply integrates with Service Cloud Voice. As a long-standing Salesforce partner, Vonage has a deep understanding of Salesforce’s product roadmap and can launch valuable, new communications services to support business needs.
Vonage Premier for Service Cloud Voice, a Vonage Contact Center solution, is a prime example of this. The solution provides omnichannel and global calling capabilities that power the digital workplace and enhance customer interactions. Agents have all the information and tools they need to work from virtually anywhere and collaborate across departments. Front and back-office staff also have access to phone and video conferencing solutions, allowing them to easily communicate and connect with agents to solve even the thorniest customer issues.
It also offers powerful AI-driven automation that allows businesses to create a robust contact center within Salesforce that delivers best-in class customer support:
Self-service conversational AI: Self-service chatbots answer calls around-the-clock to resolve the most common customer issues, which speeds resolution time for customers and gives agents more time to address complex cases.
Dynamic call routing: Calls are dynamically routed to agents who are best equipped to handle a given issue, reducing customer frustration and ensuring that calls are fairly distributed based on an agent’s skill set.
Conversational insights: Real-time speech analytics and recommendations for the next best action help agents provide service that’s truly tailored to each customer’s needs.
Automatic call transcription: Along with call center interaction analytics, this can save agents time and spare them from manual work, which improves agent availability, reduces customer wait times, and boosts long-term call center performance.
Scalable operations: Businesses that support or are planning to expand into global markets can use Vonage Premier for Service Cloud Voice to deliver reliable cloud voice and communication services across regions.
With Vonage Premier for Service Cloud Voice — which currently has a 4.9 out of a 5-star rating in the Salesforce AppExchange — businesses can modernize and scale their call center operations quickly and cost effectively.
Build a next-level contact center with Salesforce and Vonage
Contact centers are a key component of customer experience, but only offering phone-based support or siloed communications channels doesn’t show customers that your business is willing to go above and beyond to address their needs.
Leveraging solutions like Vonage Premier for Service Cloud Voice can help unify voice, phone, and digital channels to streamline business operations and deliver more meaningful interactions.
When Salesforce and Vonage’s powerful capabilities come together in this way, organizations of all sizes can deliver a game-changing contact center experience — one that truly empowers agents and dramatically reduces customer frustration.
Ready to learn more? Check out our Service Cloud Voice Buyer's Guide.
