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10 Reasons to Integrate Your Contact Center With Service Cloud Voice

This article was published on March 14, 2024

If the word you would use to describe your contact center solution is “adequate,” then you’re missing out. Integrating your contact center with tools that power productivity and streamline operations can take your business to the next level.

 

Three words come to mind for us: Service Cloud Voice. So what is Service Cloud Voice and how can it help your business? Read on to learn more.

Man wearing a headset and looking at a laptop while working in an office.

Service Cloud Voice was launched by Salesforce back in the summer of 2020. Since then, it has evolved into one of the most innovative contact center solutions, incorporating leading-edge technologies needed to drive productivity and effectiveness.

10 Reasons Why

Let’s look at the top 10 reasons why businesses are choosing to integrate their contact center into Service Cloud Voice:

1. Cloud capabilities: Cloud-based contact centers have become widely adopted thanks to the original CTI (Computer Telephony Integration) standards that Vonage and Salesforce worked on and developed together in the early 2000s. This enabled functionality that has become critical in contact centers, such as screen pops, click-to-dial, phone control, agent state, voice recording, and more. However, it was difficult to get true omnichannel routing, as voice, digital channels, and the CRM were working together but in separate interfaces. Service Cloud Voice changed that. It integrates digital voice into the CRM user interface to make it just like any other channel, ensuring that the contact center experience is truly omnichannel.

2. Digital engagement: Customers expect to interact with your business in the channel of their choice. By offering the full suite of digital engagement with the Service Cloud Voice integration, you can increase their options while also reducing costs.

3. Artificial intelligence (AI): Service Cloud Voice includes AI-powered automations that increase the performance of contact center staff, such as real-time transcription of all interactions and an easy-to-use voice bot. It also provides highly valuable agent assistance, delivered through automated knowledge base lookups for agents, as well as recommended next best actions.

4. Telephony: As you move your contact center to the cloud, telephony should be a consideration. If you want to keep your existing telephony system, the ability to integrate Service Cloud Voice with an on-premises PBX may be high on the list. If you’re already using a UCaaS solution, then it should integrate seamlessly with Service Cloud Voice. Larger contact centers may also want to provide agents with a choice between using hard, soft, or WebRTC-based phones.

5. Microsoft Teams: This solution is increasingly found within the contact center environment for company-wide collaboration and back-office phone users, and to provide consistency across the organization. A vendor of contact center solutions for Service Cloud Voice should have the ability to tightly integrate with Microsoft Teams.

6. Outbound dialing: While Service Cloud Voice integrates with the Lightning Dialer and with Sales Engagement (formerly HVS), the ability to easily make and automate outbound calls is also provided, at no extra cost, by SCV partners such as Vonage. This includes automated recording for compliance purposes, click-to-dial, automatic CLID for increased pickup, work queues/dial lists, Einstein lead scoring, multiple voicemail drop, speech analytics, and call summaries/reporting, to name but a few.

7. Fast deployment: You don’t want to be kept waiting forever — a long, drawn out Service Cloud Voice deployment isn’t good for anyone. Be sure to select a Service Cloud Voice partner with vast experience and with lots of happy customers.

8. Flexibility: There are lots of Service Cloud Voice add-on solutions for specific contact center use cases, and you shouldn’t expect to pay for them unless you need them. This includes areas such as integrated PCI-compliant payment mechanisms, Workforce Management, Speech Analytics, Screen Recording, and Virtual Assistants.

9. Communications platform: Rather than just focusing on the contact center, it’s important to think about how your business needs fit together from a communications perspective. For starters, your Service Cloud Voice agents need easy ways to communicate with back-office teams, AI virtual agents should work seamlessly with human agents, and customer conversations should be simple to navigate. The right communications platform can help you deliver faster resolutions, better conversations, and quality engagement.

10. Positive reviews: The experiences of other customers are important to decision-making for your business. There’s no better place to look for this insight than Salesforce’s own AppExchange. Compare Service Cloud Voice vendors, read about customer experiences, and come to your own conclusion as to who can provide the service your business needs.

Ready to learn more?

Once you’ve decided to integrate your contact center with Service Cloud Voice, you’ll want to find a partner that can advise you before, during, and after the sale. Look for evidence of contact center deployments around the globe, agents across a large number of countries, and a 24x7 global support capability.

Consider Vonage for Service Cloud Voice. With Vonage, awesome customer service is front and center. Our seamless integration with Salesforce and Service Cloud Voice gives your agents the context they need to quickly resolve customer calls, advanced routing to the right agent, and enhanced collaboration in one communications platform.

To learn more, check out our Ultimate Service Cloud Voice Buyer's Guide.

Tim Kimber
Tim Kimber

Director of Product Marketing at Vonage

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