Our Solutions

Service Cloud Voice Powered by Salesforce and AWS

Amazon Connect Salesforce Service Cloud for a Customer 360 Experience

Contact Center Expertise

As one of the few organizations partnered with both Salesforce Service Cloud and a Premier Integrator for Amazon Connect, VoiceFoundry is in a unique position to help you design and implement Service Cloud Voice for your call center. Our team of contact center experts possess a deep understanding of Salesforce and the AWS ecosystem, and we have delivered more implementations of Amazon Connect than any partner focused on the call center space.

vf-colored-sidebar-down-arrow

Boost Agent Productivity

Empower customer service agents with a unified view of customer interactions across voice and digital channels. Integrated cloud telephony allows agents the ability to easily manage calls within the Salesforce Contact Center. Transforming each experience into a proactive and personalized customer service interaction for every customer. Center agents can quickly view accurate customer history including voice transcriptions and conversations in real-time in order to resolve customer cases faster.

Deliver Intelligent Interactions

Transform customer and agent interactions with AI-powered insights and contact center technology that creates a more personalized and proactive service experience. Salesforce Einstein analyzes interactions to deliver relevant knowledge articles and “Next-Best” responses to service agents to quickly resolve customer support inquiries. Agents are empowered with more information to help resolve the customer’s issues quickly and efficiently, to improve customer service and reduce resolution and average handle times.

Optimize Training and Management

Give supervisors insight to customer and agent interactions with reporting on the Amazon Connect Salesforce Service Cloud. Empower supervisors with the ability to view cross channel interactions in real-time in order to identify opportunities for improvement.  With real insights, supervisors can provide agent training, onboarding or post-call coaching based on analytical data. With more insight, contact centers can improve case resolution times and streamline interactions.

Simplified and Efficient Management

The Salesforce Service Cloud Voice is a scalable solution with predictable monthly all-in-one billing with a single provider. Reduce up-front costs with a fully integrated customer service platform that is pre-configured with out-of-the-box cloud telephony integration, making implementation a snap in just days/weeks.

Simple Call Control

Enables agents to quickly handle calls from a single service, cloud-based console.

Real-Time Visibility Across Channels

Supervisors can view the agent workspace, incoming and current calls, and other related digital interactions in real-time.

Feature Differentiators:

  • Native call control and omnichannel presence syncing
  • AWS Connect call flows and Voicebot (Lex), Lambda pre-integration
  • Real-time call transcription (Amazon Transcribe) and Lightening API
  • Call Playback (S3 Storage)
  • Guided voice setup experience¬†
  • Omnichannel visibility
  • Call analytics with CRM integration
  • Real-time call assist and post-call training

Amazon Web Services Supported

Amazon Lex

Amazon Lex

Amazon S3

Amazon S3

Amazon Transcribe

Amazon Transcribe

AWS Lambda

AWS Lambda