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AWS BUILDER'S WORKSHOP

ON DEMAND WORKSHOP

Amazon Connect: Beyond the Basics –Salesforce Service Cloud Voice

Amazon Connect: Beyond the Basics Mini-Workshop Series

Fill Out The Form To Watch On-Demand

This small group, interactive workshop series offers an opportunity to take your Amazon Connect skillset to the next level. In this technical series, we'll dive deep into some advanced features of Amazon Connect, for those already familiar with the basic Amazon Connect services.

Salesforce Service Cloud Voice

This 2-hour virtual workshop covers core concepts related to the provisioning, configuration, and management of Salesforce Service Cloud Voice. This session will include:

  • A general knowledge of Service Cloud Voice feature offering
  • A high-level overview of administration within Service Cloud Voice
  • Detailed administration of contact flows within Service Cloud Voice to perform transcription within case records, linking new or existing case records and passing data from the IVR to Salesforce

This small-group interactive workshop will provide some insight into this new functionality and enable you to start your own testing and learning experience.

Who Should Watch

Solution Architects, IT decision makers, and business stakeholders who have some familiarity with Amazon Connects capabilities and want to understand the value and scope of the Salesforce Service Cloud Voice offering.

Agenda

Lecture: Introduction & History of VoiceFoundry and Service Cloud Voice

  • Who is VoiceFoundry
  • Key features Service Cloud Voice


Overview of Service Cloud Voice

  • Architecture with Amazon Connect
  • Dashboard overview
  • Basic administration


Contact Flow Administration

  • SCV Inbound flow with Transcription

          - Configuration

          - Testing

  • SCV Pass Data from the IVR System

          - Configuration

          - Testing

  • Service Cloud Voice Link case to voice call record

          - Configuration

          - Testing


Q&A: Service Cloud Voice


Useful Links:

Speakers

Gene Ellington, Solutions Architect

Gene Ellington joined the VoiceFoundry team in 2016 as a Solutions Architect and is a 20 plus year veteran of the contact center industry. Prior to working at VoiceFoundry he used his experience and knowledge to assist customers with deployments of predominately premise-based inbound and outbound contact center and workforce optimization solutions. He joined VoiceFoundry to enable clients with innovative and industry leading AWS solutions and services, including Amazon Connect.

Joshua Rodriguez, Solutions Architect

Joshua Rodriguez joined the VoiceFoundry team in 2020 as a Solutions Architect and is a 17-year veteran of the Telecommunications industry. Prior to working at VoiceFoundry, he was a Network Architect and Implementation Engineer. He built and implemented PBX and call center solutions prior to becoming a pre-sales engineer with an Avaya Business Partner. He joined VoiceFoundry to help customers transition to cloud-based solutions with AWS and Amazon Connect.

About VoiceFoundry

With a legacy of over 40 years in the contact center environment, VoiceFoundry provides customized contact center solutions that empower customers to deliver intelligent and dynamic customer experiences across all channels, leveraging AWS. VoiceFoundy specializes in the design and delivery of Amazon Connect, a cloud-based enterprise contact center solution used globally.

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