Even in the age of digital-first service, voice remains the #1 customer support channel. But traditional telephony systems are siloed, lacking integration with customer history and digital channels.
Salesforce Service Cloud Voice bridges this gap by embedding telephony directly into Service Cloud, creating a unified, AI-enhanced contact centre experience.
Challenges in Traditional Telephony
- Agents lack context (no customer history visible).
- Manual call logging wastes time.
- Poor integration with digital channels.
- Limited AI insights during calls.
Salesforce Service Cloud Voice Features
- Native Telephony Integration: Works with Amazon Connect and partners.
- Unified Agent Console: Voice + chat + email in one workspace.
- AI Call Transcripts: Einstein transcribes and summarizes calls.
- Real-Time Recommendations: AI suggests solutions mid-call.
- Analytics Dashboards: Monitor call volumes, wait times, CSAT.
Use Cases
- Banking: Fraud cases handled faster with unified data.
- Telecom: Call surges managed with omni-channel routing.
- Healthcare: HIPAA-compliant call logs stored securely.
- Retail: AI prompts upsell recommendations during service calls.
Future of Service Cloud Voice
- AI Voice Assistants: Handle routine calls end-to-end.
- Sentiment Analysis: Detects frustration in real time.
- Global Expansion: Cloud telephony scaling across regions.
Why Perigeon?
We’ve deployed Service Cloud Voice for:
- Banks modernizing fraud detection support.
- Telecom firms scaling omni-channel contact centres.
- Healthcare providers needing HIPAA-compliant voice systems.
Perigeon ensures voice isn’t siloed—it’s part of a connected service ecosystem.
Conclusion
Voice is still king. With Salesforce Service Cloud Voice, companies can:
- Deliver contextual, AI-powered phone support.
- Unify voice with digital channels.
- Improve efficiency and customer trust.
📩 Contact Perigeon to modernize your contact centre with Salesforce Voice.
