As part of its Service Cloud Voice offering, Salesforce will now offer Amazon Connect, a simple to use cloud contact center service from AWS that makes it easy for organizations to deliver better customer service at a lower cost. To solve for this, Salesforce and AWS have closely collaborated to integrate Amazon Connect into Service Cloud Voice, a new product that brings together phone, digital channels, and CRM data into one unified console. Share. The most progressive cloud providers are pooling their resources, which means the Service Cloud value proposition will become even greater. Now, when a phone call is routed to a service agent, it appears directly within the agent’s workspace — the command center for managing customer data and interaction … This year, Salesforce announced it will be offering AWS telephony and call transcription services with Amazon Connect as part of its Service Cloud call center solution. Toggle Create a Permission Set for the Connected App and Assign Users. The customer experience solution Service Cloud Voice with Amazon Connect, is now generally available. Announced at TrailheaDX 2020, Salesforce Anywhere is a new app to enable more effective collaboration embedded within Salesforce. Salesforce, the world leader in customer relationship management technology, recently announced a new update. To solve this, Salesforce and AWS have collaborated to integrate Amazon Connect into Service Cloud, bringing together phone, digital channels, and CRM data into a single unified console. To solve for this, Salesforce and AWS have closely collaborated to integrate Amazon Connect into Service Cloud Voice, a new product that brings together phone, digital channels, and CRM data into one unified console. The introduction of Service Cloud Voice has made implementing a call center much easier by pre-integrating Service Cloud with Amazon Connect, a top-tier cloud telephony product from Amazon Web Services (AWS). The Amazon Connect Computer Telephony Integration ... (CCP) within Salesforce Service Cloud to receive calls, chat with contacts, transfer them to other agents, and perform other key tasks using their native language. Toggle Extend Your Contact Center with Amazon Connect. You can find out more about Amazon Connect, an easy to use omnichannel cloud … Talk with your customers via Service Cloud Voice, a new product that integrates the power of Salesforce with the telephony services of Amazon Connect. It is a Salesforce extension to the Service Cloud platform combined with Amazon Connect, a cloud-based telephony service. By CXO Staff On Jul 22, 2020. The deal means that Salesforce will enrich its Service Cloud Voice product with Amazon Connect, AWS’ call centre solution. Now, when a phone call is routed to a service agent, it appears directly within the agent's workspace — the command center for managing customer data and interaction … Because Service Cloud Voice gives us greater access to data with Einstein Analytics, we definitely want to track some new metrics. When: You can turn on Service Cloud Voice in new and existing orgs after July 21, 2020. Who: The Amazon Connect administrator can customize the Amazon Connect instance. These services allow you to place outbound phone calls and receive phone calls directly in Salesforce. With Cloud Voice, Salesforce offers a combined solution. Salesforce will integrate and offer Amazon Connect as part of Salesforce Service Cloud Voice, enabling customers to provide superior customer service. Amazon Connect provides the telephony services used by the call center profile in Service Cloud. Bill Patterson, Salesforce. Salesforce Service Cloud seamlessly integrates with Amazon Connect, providing contact center agents with a complete set of tools in their agent workspace to deliver enhanced customer service. Today, Salesforce announced the general availability of Service Cloud Voice, and, and through its partnership with Amazon Web Services, will offer Amazon Connect for pre-integrated, out-of-the box telephony.. First announced at Dreamforce 2019, Service Cloud Voice combines telephony, digital conversations, and CRM data into a unified console. Now, when a phone call is routed to a service agent, it appears directly within the agent’s workspace — the command center for managing customer data and interaction … English. 0 3,203. News. Toggle Configure Salesforce for Service Cloud Voice. Our rationale; Amazon Connect is a self-serve, on-demand, cloud-based contact centre service. Where: This change applies to Lightning Experience in the Enterprise, Performance, and Unlimited editions in orgs where Service Cloud Voice is enabled.Service Cloud Voice is available for an additional cost as an add-on license. That’s a critical capability for organizations letting employees work from home during, and after, COVID-19. In your playground, click , then find Service Console. Amazon Connect is also providing AI-powered speech analytics, using Amazon Transcribe, Amazon Translate, and Amazon Comprehend, to surface sentiment analysis, speech-to-text transcription, and translation into preferred languages, directly to agents through Service Cloud Voice. The newly updated Amazon Connect CTI Adapter v5 makes it easy to use your Amazon Connect contact center with Salesforce to deliver engaging service with lower cost at any scale. Toggle Configure Your Amazon Connect Instance. Salesforce Service Cloud Voice seamlessly embeds Amazon Connect into Service Cloud to deliver a new contact center solution that brings together voice conversations, digital channels, and CRM data in real-time for both the Agent and Supervisor. Agents use this data to answer customers’ questions and deliver great customer experiences, no matter where customers are. Call Flow in the Salesforce Service Cloud. Amazon Connect is an easy to use omnichannel cloud contact center that helps companies provide superior customer service at a lower cost from next-gen cloud architecture, Interactive Voice Response (IVR), and call center routing. After this, we presented our proposed solution; Amazon Connect directly embedded as a soft phone within Salesforce Lightning, Service Cloud edition. The newest element of the pre-existing alliance will see Amazon Connect integrated with Service Cloud, resulting in something dubbed Service Cloud Voice… Service: Service Cloud Voice, Einstein Reply Recommendations, Multi-Language Einstein Bots, Field Service Lightning Shift Improvements, and More . Amazon Web Services and Salesforce are further strengthening their global strategic partnership by announcing the use of the Amazon Chime SDK to power video communications in the new Salesforce Anywhere application. AWS, Salesforce Announce Service Cloud Voice. The first is that Salesforce would be offering AWS voice and call transcription services using Amazon Connect as part of its new Service Cloud Voice solution. In a world where customers demand more personalised and efficient service experiences, the Service Cloud Voice offering from Salesforce will allow companies to get more control over their contact centre, with a single pane of glass environment. Installation guide for Salesforce and Amazon Connect. To get started on the Amazon Connect CTI Adapter v5.7 for Salesforce, see the help documentation. Amazon Connect will also be integrated to the new offering as the companies ramp up partnership efforts. Links and resources to learn more about features discussed in the TDX20 Service Cloud Voice with Amazon Connect demo Tune in to Trailblazers Innovate for Salesforce … Step 1: Create an Amazon Lex bot. To solve for this, Salesforce and AWS have closely collaborated to integrate Amazon Connect into Service Cloud Voice, a new product that brings together phone, digital channels, and CRM data into one unified console. Amazon Connect is a simplistic but high-quality telephony service. Toggle Configure Omni-Channel for Service Cloud Voice. In terms of training, Kofsky recommends partners start with Trailhead and then rely on Salesforce release notes while implementing Service Cloud Voice. The graphic below summarizes all of the features available with Amazon Connect on Salesforce Service Cloud and Sales Cloud. The key benefits include: All Cloud solution – no infrastructure to purchase or lease; Voice recording and transcription; Outbound calling Back to your playground. Service agents use Service Cloud Voice to capture customer information from voice calls and other digital channels added to the console, such as email, chatbots, web chat, social media, online communities, SMS messaging, and more. Amazon Connect is cloud-based, self-service, and can be set up in minutes. Customers in search of an out-of-the-box solution can also access Amazon Connect inside of Service Cloud too. Toggle Try Service Cloud Voice … Competitor dismissal of Amazon Connect as “just voice” must now be re-evaluated in light of its support of these additional capabilities. Sign In to the Console ... Test the sample voice and chat experience. "Salesforce and AWS both believe that customer relationships are a business' most important asset," said Terry Wise, Vice President of the Worldwide Partner Ecosystem, Amazon Web Services, Inc. "Amazon Connect and Salesforce Service Cloud Einstein are a natural fit because they're both focused on helping businesses create more intelligent and personalized interactions with their customers." An admin like Maria can easily … With Salesforce Call Center, it was easy to run simple reports on basic call and case data, but now we’ll have access to more integrated data from records beyond calls and cases. What is Amazon Connect. Salesforce touts Service Voice Cloud as the future of the contact centre. Toggle Configure Salesforce and Amazon Connect for Service Cloud Voice. Step 1: Handle a voice contact; Step 2: Handle a chat contact ; Tutorial 3: Create an IT help desk. 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