Increasing choice with Service Cloud Voice 

Let’s start at the beginning. Salesforce launched Service Cloud Voice in late 2020, adding partner telephony for some early adopter partners (including Vonage) in June 2021, unifying voice and digital channels in a centralized, real-time console. While this has been successful for many organizations, there are two new initiatives underway to give customers more choice with Salesforce.

The initiatives — Bring Your Own Channel and Bring Your Own Channel for CCaaS — keep Salesforce the primary desktop and customer data application.

BYOC = Bring Your Own Channel

Bring Your Own Channel (BYOC) lets customers integrate an external messaging service into Salesforce. This ensures that everything stays within the agent omnichannel widget and that supervisors can view everything in one place. With BYOC, customer data lives in Data Cloud and omnichannel flow does the routing — plus there is full integration with AI and Einstein.

Bring Your Own Channel for CCaaS

This second Salesforce initiative takes things a step further. The entire CCaaS system is brought into Salesforce, so that any combination of voice and digital channels appears natively within the CRM.

What are the benefits?

These Salesforce initiatives allow customers to choose the best-in-class omnichannel capabilities that they need for their contact centers, both now and in the future.

It also ensures that the entire contact center is 100% native to Salesforce, keeping agents and supervisors in a single desktop to minimize switching between applications. For instance, businesses using Salesforce can choose to configure their BYOC solution with:

1. Vonage, third-party, native, and custom digital channels

2. Solutions that integrate with Salesforce Service Cloud Voice, like Vonage Premier for Service Cloud Voice

3. Full integration to Verint Professional Workforce Management (or other WFM providers)

4. Best-in-class interaction routing and agent capacity management

5. A full end-to-end (E2E) AI-driven customer journey, with Salesforce’s Einstein AI complemented with solutions like Vonage’s AI Studio and Conversational Insights

Adopting BYOC for CCaaS will allow businesses using Salesforce to deliver:

1. Better customer experience (CX) through a wider choice of communication channels

2. Increased CSat/NPS scores, as wait times are shorter, agent capacity is properly planned, and more agents can cover more channels

3. Improved productivity, as agents can operate in one desktop for all channels

4. Increased analytics and reporting through consistent insights across all channels, enabling more efficient planning and more informed business decisions

Ready to learn more?

Think a BYOC for CCaaS option would help your contact center? Learn more with Vonage.

Vonage has a longstanding partnership with Salesforce through our contact center solutions, portfolio of APIs, extensive range of WFM partners, and quality routing and agent capacity models. Vonage is also one of a few pioneering partners building the BYOC for CCaaS capability and engaging with existing customers in a pilot program.

Visit us online to explore solutions like Vonage Premier for Service Cloud Voice or to speak to a Vonage expert.