Sign In to the Console ... Test the sample voice and chat experience. Call Flow in the Salesforce Service Cloud. Salesforce Service Cloud seamlessly integrates with Amazon Connect, providing contact center agents with a complete set of tools in their agent workspace to deliver enhanced customer service. As part of its Service Cloud Voice offering, Salesforce will now offer Amazon Connect, a simple to use cloud contact center service from AWS that makes it easy for organizations to deliver better customer service at a lower cost. Salesforce, the world leader in customer relationship management technology, recently announced a new update. Customers in search of an out-of-the-box solution can also access Amazon Connect inside of Service Cloud too. Toggle Create a Permission Set for the Connected App and Assign Users. Salesforce is introducing Service Cloud Voice, a new offering that seamlessly integrates Amazon Connect, to provide contact center agents with a … Share. Salesforce Service Cloud Voice seamlessly embeds Amazon Connect into Service Cloud to deliver a new contact center solution that brings together voice conversations, digital channels, and CRM data in real-time for both the Agent and Supervisor. Salesforce will integrate and offer Amazon Connect as part of Salesforce Service Cloud Voice, enabling customers to provide superior customer service. Now, when a phone call is routed to a service agent, it appears directly within the agent’s workspace — the command center for managing customer data and interaction … The graphic below summarizes all of the features available with Amazon Connect on Salesforce Service Cloud and Sales Cloud. News. After this, we presented our proposed solution; Amazon Connect directly embedded as a soft phone within Salesforce Lightning, Service Cloud edition. The first is that Salesforce would be offering AWS voice and call transcription services using Amazon Connect as part of its new Service Cloud Voice solution. It is a Salesforce extension to the Service Cloud platform combined with Amazon Connect, a cloud-based telephony service. In terms of training, Kofsky recommends partners start with Trailhead and then rely on Salesforce release notes while implementing Service Cloud Voice. This year, Salesforce announced it will be offering AWS telephony and call transcription services with Amazon Connect as part of its Service Cloud call center solution. Announced at TrailheaDX 2020, Salesforce Anywhere is a new app to enable more effective collaboration embedded within Salesforce. AWS, Salesforce Announce Service Cloud Voice. Toggle Configure Salesforce and Amazon Connect for Service Cloud Voice. You can find out more about Amazon Connect, an easy to use omnichannel cloud … 0 3,203. Competitor dismissal of Amazon Connect as “just voice” must now be re-evaluated in light of its support of these additional capabilities. That’s a critical capability for organizations letting employees work from home during, and after, COVID-19. Back to your playground. Step 1: Handle a voice contact; Step 2: Handle a chat contact ; Tutorial 3: Create an IT help desk. These services allow you to place outbound phone calls and receive phone calls directly in Salesforce. Because Service Cloud Voice gives us greater access to data with Einstein Analytics, we definitely want to track some new metrics. Bill Patterson, Salesforce. What is Amazon Connect. Secondly, AWS announced a full omnichannel architecture with asynchronous chat being the first digital channel available. With Cloud Voice, Salesforce offers a combined solution. Toggle Try Service Cloud Voice … Today, Salesforce announced the general availability of Service Cloud Voice, and, and through its partnership with Amazon Web Services, will offer Amazon Connect for pre-integrated, out-of-the box telephony.. First announced at Dreamforce 2019, Service Cloud Voice combines telephony, digital conversations, and CRM data into a unified console. The introduction of Service Cloud Voice has made implementing a call center much easier by pre-integrating Service Cloud with Amazon Connect, a top-tier cloud telephony product from Amazon Web Services (AWS). An admin like Maria can easily … The newest element of the pre-existing alliance will see Amazon Connect integrated with Service Cloud, resulting in something dubbed Service Cloud Voice… Talk with your customers via Service Cloud Voice, a new product that integrates the power of Salesforce with the telephony services of Amazon Connect. Now, when a phone call is routed to a service agent, it appears directly within the agent’s workspace — the command center for managing customer data and interaction … English. By CXO Staff On Jul 22, 2020. Service: Service Cloud Voice, Einstein Reply Recommendations, Multi-Language Einstein Bots, Field Service Lightning Shift Improvements, and More . Toggle Configure Omni-Channel for Service Cloud Voice. The Amazon Connect Computer Telephony Integration ... (CCP) within Salesforce Service Cloud to receive calls, chat with contacts, transfer them to other agents, and perform other key tasks using their native language. In your playground, click , then find Service Console. . Service agents use Service Cloud Voice to capture customer information from voice calls and other digital channels added to the console, such as email, chatbots, web chat, social media, online communities, SMS messaging, and more. Amazon Connect is also providing AI-powered speech analytics, using Amazon Transcribe, Amazon Translate, and Amazon Comprehend, to surface sentiment analysis, speech-to-text transcription, and translation into preferred languages, directly to agents through Service Cloud Voice. Amazon Connect provides the telephony services used by the call center profile in Service Cloud. Amazon Connect is an easy to use omnichannel cloud contact center that helps companies provide superior customer service at a lower cost from next-gen cloud architecture, Interactive Voice Response (IVR), and call center routing. Installation guide for Salesforce and Amazon Connect. Voice transcription from Amazon Connect empowers Agents and Supervisors to view call and CRM data side-by-side in the Service Cloud console. Amazon Web Services and Salesforce are further strengthening their global strategic partnership by announcing the use of the Amazon Chime SDK to power video communications in the new Salesforce Anywhere application. To solve for this, Salesforce and AWS have closely collaborated to integrate Amazon Connect into Service Cloud Voice, a new product that brings together phone, digital channels, and CRM data into one unified console. Amazon Connect will also be integrated to the new offering as the companies ramp up partnership efforts. Salesforce touts Service Voice Cloud as the future of the contact centre. Our rationale; Amazon Connect is a self-serve, on-demand, cloud-based contact centre service. Agents use this data to answer customers’ questions and deliver great customer experiences, no matter where customers are. Toggle Extend Your Contact Center with Amazon Connect. The deal means that Salesforce will enrich its Service Cloud Voice product with Amazon Connect, AWS’ call centre solution. The key benefits include: All Cloud solution – no infrastructure to purchase or lease; Voice recording and transcription; Outbound calling Links and resources to learn more about features discussed in the TDX20 Service Cloud Voice with Amazon Connect demo Tune in to Trailblazers Innovate for Salesforce … The customer experience solution Service Cloud Voice with Amazon Connect, is now generally available. The newly updated Amazon Connect CTI Adapter v5 makes it easy to use your Amazon Connect contact center with Salesforce to deliver engaging service with lower cost at any scale. To get started on the Amazon Connect CTI Adapter v5.7 for Salesforce, see the help documentation. When: You can turn on Service Cloud Voice in new and existing orgs after July 21, 2020. Who: The Amazon Connect administrator can customize the Amazon Connect instance. Toggle Configure Salesforce for Service Cloud Voice. To solve this, Salesforce and AWS have collaborated to integrate Amazon Connect into Service Cloud, bringing together phone, digital channels, and CRM data into a single unified console. And thanks to Amazon Connect, Service Cloud Voice also supports remote work. Amazon Connect is cloud-based, self-service, and can be set up in minutes. "Salesforce and AWS both believe that customer relationships are a business' most important asset," said Terry Wise, Vice President of the Worldwide Partner Ecosystem, Amazon Web Services, Inc. "Amazon Connect and Salesforce Service Cloud Einstein are a natural fit because they're both focused on helping businesses create more intelligent and personalized interactions with their customers." Now, when a phone call is routed to a service agent, it appears directly within the agent's workspace — the command center for managing customer data and interaction … Step 1: Create an Amazon Lex bot. 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