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Salesforce – Service Cloud Voice

Designed to enhance sales and
customer service capabilities

Service Cloud Voice is a communication solution integrated within the Salesforce Service Cloud that will allow you to manage customer voice calls, video calls, live chat, emails etc. directly within Salesforce, enabling a seamless customer engagement experience.

01. Save Time & Increase Productivity

With Voicemail Drop

Contact center operatives place a lot of outbound calls to customers which are often not picked up by customers & they end up spending lots of time in recording the Voicemail Messages. Enable Voicemail Drop in your Service Cloud Voice Contact Center to improve efficiency.

With Voicemail Drop, the agent can simply drop the Voicemail message with a single click on their console. This is a one of a kind tool developed & offered exclusively by Tekssquare, not Salesforce.

02. Features for Enhanced

Team Efficiency

With the Click-to-Dial feature offered by Service Cloud Voice, customers can initiate calls directly from within Salesforce without having to dial manually each time. They can do so by just clicking on a phone number and using up the time saved for other important tasks.

Service Cloud Voice also offers SMS & MMS Integration within the Salesforce console. Cloud Voice thus offers multiple channels via which a customer can contact you like SMS & MMS in addition to voice calls.

03. Features for Improved

Customer Satisfaction

Service Cloud Voice offers Call Routing & Queuing features by which incoming calls can be effectively routed to the correct agents based on their area of expertise, priority basis & other predefined rules that is set by you. This will ensure your customer’s issue is solved fast.

It also offers Voicemail Integration via which voicemails can be accessed & managed directly within Salesforce, ensuring no message is missed. This will build a solid trust between you & your customer.

04. Features to Improve

Agent Accountability

Via the Automatic Call Logging feature, all call activities are automatically logged & matched with the respective customer records, ensuring detailed call history tracking. Calls can also be recorded for identifying an agent’s strengths & weaknesses, training, compliance or quality assurance purposes.

Service Cloud Voice also offers Real-time Call Monitoring through which managers or upper management can monitor ongoing calls in real time to coach or train agents & improve call quality.

05. Enhanced Customer Insights &

Seamless Customer Engagement

Integration with Salesforce, enables a unified customer engagement experience & provides access to call analytics & customer history. Armed with a detailed portfolio on past transactions, issues, info. on customer behavior etc., the agent can now understand & handle the customer better.

This enhanced customer insight helps teams better understand customer behavior & preferences to offer a seamless customer service experience.

Tekssquare will help ease the learning curve for your agents

Customer service agents who are new to Salesforce or any cloud based telephony systems for that matter may struggle & so will need some time to adapt to the Salesforce console & its new tools & features. Tekssquare will train them to learn everything.

Enhanced efficiency & flexible pricing depending on your needs

Since Service Cloud Voice offers easy flow of communication within your company & with your customers, it greatly reduces the time spent on administrative, common or repetitive tasks & significantly improves the efficiency of the sales & support teams.

Service Cloud Voice offers flexible packages & pricing depending on the company's needs. You can even choose to customize it to suit your company’s needs.

Service Cloud Voice offers easy setup, flexibility & accessibilty

Service Cloud Voice can be set up very easily & deployed much quickly than the traditional telephony systems. It only needs a stable internet connection for seamless functionality. We also offer different packages tailor made to suit your needs.

As it is a cloud based platform, it can be accessed from any place in the world & at any time. Thus, Cloud Voice offers a powerful solution to streamline communication.

Want to work with us to grow your business? Reach out now!