التكنولوجيا وأخبارها بوابة الإمارات لتكنولوجيا المعلومات والإتصالات
AWS and Salesforce Announce Service Cloud Voice in a Work-from
-Anywhere World
30% of Consumers are Contacting Customer Service Centers More Than They Did
Before the Pandemic
Salesforce is excited to announce the general availability of
Service Cloud Voice, and is thrilled to be partnering with
AWS to offer Amazon Connect for pre-integrated, out-of-
the box telephony so companies can digitize their call
centers fast and provide flexible phone support from the
home or office.
First announced at Dreamforce 2019, Service Cloud Voice
brings together phone, digital channels, and data from the
world’s #1 CRM data into one unified console. When a
phone call is routed to a service agent, it appears directly
within the agent’s workspace so the agent doesn’t need to
jump between systems. This central console acts as a hub
for managing customer data and interaction histories, and
delivering service across channels. Service Cloud Voice also
gives managers the ability to view calls in real-time, so they
can step in and provide coaching to service agents when
needed, from anywhere.
However, since this launch, the world has changed. COVID-
19 has drastically impacted every business, and call centers
have become more important than ever before as
consumers seek more help in these unfamiliar
circumstances. A recent survey uncovered that 30% of
consumers are contacting customer service centers more
than they did before the pandemic.
“The contact center itself had to change because most
organizations need employees to be physically distanced,
but at the same time they need their agents to be available
anytime, anywhere for customers to answer their
questions,” said Bill Patterson, Executive Vice President and
General Manager of CRM Applications at Salesforce.
“Service Cloud Voice is the next evolution of the cloud
contact center because it brings together everything you
need as an agent in one place — different channels,
customer information in the CRM, knowledge sources, and
telephony service.”
This influx of service requests places increased pressure on
service agents as they help customers navigate the
uncertainty of COVID-19. It has also forced the call centers
themselves to undergo rapid change, shifting to a remote
work model overnight and turning to new digital tools to
handle this heightened demand.
“With Amazon Connect you can scale your contact center
up or down to any size, onboarding tens of thousands of
agents in response to normal business cycles or unplanned
events,” said Pasquale DeMaio, General Manager of Amazon
Connect at AWS. “AI and other technologies including the
integration of Service Cloud and Amazon Connect make
service more personal. It cuts wait times and allows agents
to spend more time with customers, focus on empathy, and
solve complex problems.”
