Salesforce announced the general availability of Service Cloud Voice this Monday. The company also focused on expanding its partnership with AWS, offering pre-integrated Amazon Connect to consumers inside of Service Cloud. Salesforce also confirmed the availability of Service Cloud Voice, now.
The integration was first announced at the Dreamforce 2019; Service Cloud Voice focuses on unifying digital channels, phone, and CRM data in real-time, through a centralized console. It offers transcription capabilities as well to minimize data entry and to leverage AI for valuable agent recommendations.
With cloud telephony integration via Amazon Connect, Salesforce confirmed that the service would provide a more consistent phone support system for its service providers. Salesforce has flaunted its Amazon Connect integration to provide contact center agents with a complete set of tools for their agent workspace to enhance customer support delivery.
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