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Salesforce Officially Launches Service Cloud Voice!


Salesforce channel partners now may sell Service Cloud Voice, which features integrated cloud telephony through AWS and its Amazon Connect contact center platform.

First announced at Dreamforce 2019, Service Cloud Voice puts phone, digital channels and data from Salesforce into a single console. So, that means agents no longer have to jump among systems to handle customer inquiries. Additionally, managers may listen to calls in real time.

Service Cloud Voice offers channel partners more opportunities to help enterprises with clients. Adding voice to users service dashboard enables service agents and managers to view a complete profile of the customer, including previous calls and chat history. Having this important data easily available helps service agents create better solutions faster, leading to a more efficient service organization.

And with the help of Amazon Connect, Service Cloud Voice also supports remote work. That’s a critical capability for organizations letting employees work from home during, and after, COVID-19.

In terms of training, Salesforce recommends its partners to start with Trailhead and then rely on Salesforce release notes while implementing Service Cloud Voice.

The world has seen the rise of digital, which includes online, social media, email and modern messaging channels like chat or Twitter. But the phone has largely stayed stagnant, which is surprising because it’s still the primary way most customers prefer to get support, especially for highly personal interactions.

And Amazon transformed telephony infrastructures to be powered by the cloud, giving organizations access to high-quality, consistent voice services across different contact centers regardless of where the customer service agents were located. Therefore, it just made sense for Salesforce to partner with Amazon, and together Salesforce and Amazon had a joint vision of helping customers modernize the contact center.

IdeaHelix is a Salesforce Certified Silver Partner. Reach out to us for more details by following us on Facebook or send us a note from or at