When you already use Salesforce in your organization, 2023 may be a good reason to move your contact center to the cloud. Migrating from an on-premises Contact Center solution to Salesforce Service Cloud Voice with Amazon Connect will bring your more flexibility & better integration, while lowering overall costs for your contact center.
1. Enhanced Omni-Channel Experience
Customers that get in touch with your contact center expect agents to understand their needs with as little as possible explanation. The expect that your omnichannel journey is proactive.
Salesforce Service Cloud Voice with Amazon Connect ensures a seamless integration for all your Contact Center channels. With non-voice channels already managed in Salesforce Service Cloud, Amazon Connect ensures that also the Voice channel gets fully integrated in your Console application. Moreover, when enhancing the standard Amazon Connect flows with, for instance, a Voice bot – using Amazon Lex, or Contact Lens for enhanced call analytics, you may take even greater benefit of this integrated Contact Center solution.
2. Easier Management Of Remote Contact Center Workers
With COVID-19 pandemic in mind, we all work more (or completely) remote. While Salesforce enables handling non-voice channels from anywhere, your on-premises PABX may prohibit this (or make the security configuration more complex) for incoming and outgoing phone calls.
Implementing a Cloud Contact Center solution ensure that also voice may be handled from home (or somewhere else). And when it is fully integrated with your Customer Relationship Management implementation, you automatically get complete view on the status of your agents, which queues that have been assigned to, what agents are doing in real-time.
3. Native Cloud Architecture
While implementing a new PABX or other business application may take several months, implementing a Cloud Contact Center may be reduce such time drastically. As the Cloud infrastructure is readily available, you don’t have to take care of any hardware related installations. Instead, you may focus on implementing enhanced Contact Flows.
The out-of-the-box integration that comes with Salesforce Service Cloud Voice with Amazon Connect ensures they you have full flexibility in retrieving, creating and updating data in Salesforce, straight from within your Contact Flow.
4. Enhanced Security & Closer Data Availability
When comparing security measures of AWS with most companies, it is safe to say that AWS mostly offers security standards that surpass on-premises contact center systems. Data stored in the cloud and the durability and availability of that data is mostly hard to match with in-house, on-premises solutions.
5. 24×7 Lifecycle Management
Amazon Connect has been designed and architected to perform at the highest levels. Within 1 region, Amazon Connect runs in multiple zones, as to ensure the best possible stability and platform uptime.
6. Contact Center Scalability
With Amazon Connect being a service on the Amazon Web Services platform, capacity, platform resiliency and scaling are handled as part of the managed service. This allows to efficiently ramp from 10 to 10.000 agents without worrying about the management or configuration of underlying platform and telephony infrastructure.
The Contact Center Cloud is Calling
If you already use Salesforce, also moving your Contact Center Solution to the Cloud is the way to go! The Cloud will bring you more flexibility and capabilities to manage your Contact Center teams. With extra functional capabilities customer experience will be higher. And also employee satisfaction will be better, as contact center agents get more flexibility (home / remote working) and more interesting and value added work assigned.