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Salesforce, the world’s leading CRM has partnered with Amazon Web Services, and this partnership promises to revolutionize your company’s customer service management. Bringing into its fold the latest technological innovations in AI, voice, productivity and cloud training, this strategic alliance has become the fastest path from idea to impact.
The new offering , Service Cloud Voice from Salesforce, seamlessly integrates with Amazon Connect, an omnichannel cloud contact center, which is highly secured and scalable. Amazon Connect helps companies provide superior customer service across voice and chat at a lower cost than traditional contact center systems.
Service Cloud Voice brings together phone, digital channels, and data from the world’s #1 CRM, Salesforce data in one unified console, making it a virtual intelligent contact center for the service agent. The contact center can be created instantly and is scalable as needed. Service agents can see the all critical data and information for a 360 degree view, all in a single User Interface. The 360 degrees makes it easy for contact center operators and agents to create personalized and dynamic customer experience based on previously collected information information such as purchase history and customer habits.
These insights are invaluable for anticipating your customers’ needs and delivering instant answers to their queries. The AI enabled Amazon Connect integration will help the contact center operators to have a host of features like speech-to-text transcription, translation into preferred languages, skill-based call routing and sentiment analysis to gain deeper insights into customers, all in real-time. Service agents and contact center operators can eliminate repetitive manual tasks and spend time on more complex problems that require a human touch, thereby enriching the customer experience.
The year 2020 is reinforcing that change is the only constant and adapting to change is essential. Using Service Cloud Voice shows your customers that you are continuously improving and will be there for them when they need you. Contact the team of Access Global Group so you can see if this program is right fit for you.