Transform your contact centre with Service Cloud Voice
By connecting voice conversations, digital channels, and customer data in real-time – enable your contact centre team to deliver faster, more personalised service from anywhere.
In times of uncertainty, customers pick up the phone.
As consumers seek additional help in unfamiliar circumstances, call centres have become more important than ever before.
While contact centres are forced to undergo rapid change - shifting to a remote work model and managing heightened demand - they require a smarter way to handle incoming calls, enhance their customer experience and boost agent productivity.
Introducing Service Cloud Voice
Service Cloud Voice is the latest solution for high volume contact centres, from Salesforce and Amazon Connect, and configured to your unique needs by DXC.
It brings together voice conversations, digital channels and customer data in a real-time, single view for both the agent and supervisor.
Benefits include:
- A streamlined agent workspace
Enable your agents to service all customer interactions from one place. Embedded softphone call controls make it simple for agents to accept phone calls alongside digital conversations in omnichannel and seamlessly integrate with customer 360 data.
- Enhanced customer experience with artificial intelligence (AI)
With call log field predictions, voice triggered knowledge article recommendations and Einstein case wrap up, your agents will be able to better serve their customer and reduce handle time with AI.
- Real-time call transcription
Seamlessly capture the content of your call and then link the call transcript to the Customer 360 profile for easy future reference. Real-time call transcription can also be used to launch on-call intelligence, such as 'Next Best Actions' and 'Reply Recommendations' so agents can focus on providing the best customer service for the customer.
- Unlocked insights for supervisors
Help facilitate training and onboarding with easy access to calls and insights in real-time. Keyword or sentiment analysis can also be configured to flag calls where additional on-call coaching may be needed.
- Easy setup
Coming pre-integrated with Amazon Connect and with no software to install or complex upgrade processes, Service Cloud Voice enables easy setup of cloud telephony alongside other communication channels to help organisations deliver fast, personalised service from anywhere.
- Future proof with proven scalability
Grow or shrink your contact centre on-demand with the same technology Amazon uses for millions of customers and peak volumes.
Why DXC?
Combining the expertise from our dedicated practices specialising in Salesforce and Amazon Connect, DXC is best placed to transform your integrated contact centre. Read more.
Our agile approach and deep industry knowledge – including application, infrastructure and security, will see you delivering value and transforming your employee and customer experience in no time.
Meet the needs of your evolving workforce
Combining the strength of the #1 CRM, Salesforce, with the most innovative telephony offering from Amazon Connect, all tailored to suit your unique needs by DXC, transform your contact centre with Service Cloud Voice.
To learn more and get started with Service Cloud Voice, contact us today.