Enable your digital channels

While voice is still the dominant support channel for customers, they also expect to make their own choice of where and how they get support. As an organisation it is important to understand which channels you should support, and how you may organise your resources to cope with the different support channels you are present on.

Ensure your Digital Support presence

Customers want to use the channels of their choice

Depending on your primary customer base, you should be present on a multitude of possible support channels. Is it sufficient to support via phone and e-mail? Or should you provide support via Whatsapp? Or should you provide support via chat when your customer has logged in via a Self-Service Portal?

The majority of customers (still) like to call with your Customer Service teams

Although other support channels are on the rise, a simple phone call is still preferred by most people. With an optimized user experience, you ensure that your customers get the correct answer in the first call. With happy customers, also your support agents have the best work experience possible.

Better quality and lower costs with efficient skills based routing

Self-Service options optimize the usage of your Customer Service Reps

Depending on your specific organization, a customer community website could be the most optimal. Or are your customers ready for a chatbot or a voice bot? Routine questions may potentially get handled via self-service channels.

How We May Assist You

Your customers live in an instant, mobile world, and expect ultrafast and personalized services.  The connect via multiple channels, more than most companies dreamed of. And, as new platforms become available, people change as they see fit.

With customers using an average of 10 channels to interact with companies, it’s no longer a question of what channels you should support.  Customers are accustomed to seamlessly switch channels and they expect your support team to do the same.

How do you plan for a personalized 1-on-1 support experience, on the channels that they prefer?  How do you integrate support via Whatsapp, Twitter, Facebook, chat, chat bots or voice bots in your organization?

Computer Telephony Integration (CTI) in Salesforce has been here already for a long time. Typically, this integration allowed for answering inbound calls (or making outbound calls) via a Phone widget in your Sales or Service (Lightning Console) App.

With Service Cloud Voice, inbound and outbound voice calls get more integrated than before:

  • Boost agent productivity with the usage of out-of-the-box Voice Calls, direct availability of related Contact record, live transcription of calls, integration with Einstein intelligence
  • Answer incoming calls via the same Omni-Channel widget, as you already use for incoming Chats or E-mails – providing a uniform way of working for your support agents
  • Use Salesforce AI to provide accurate recommendations to your agents
  • Use AWS transcription and other AI services to provide personalized service to your customers
  • Optimize Supervisor follow-up and agent training directly from within Salesforce

Workforce Engagement provides you an integrated solution that allows unifying your services processes and people. Predict case volumes, balance staging and schedules, and engage agents in an integrated workspace.

With Amazon Connect integration in Salesforce, your Sales and Service users may do all their tasks straight from within Salesforce.  Whether they handle only inbound calls, only outbound calls or a combination.  Not only does Amazon Connect handle calls, but it also fully aligns with Salesforce’s Omnichannel functionality.

Key Functionalities

Some of the key functionalities are:

  • Inbound call handling
  • Outbound call handling (click-to-dial)
  • Automatic recognition of incoming caller
  • Automatic registration of inbound and outbound calls
  • Full contact center operational reporting from within Salesforce
  • Call recording (agent, customer or both)
  • Synchronise Salesforce Omnichannel and Amazon Connect agent statuses in real-time

Further Enhancements

Next to the standard functionalities, Amazon Connect and AWS allow for further functional enhancements:

  • Use Salesforce data upon incoming calls, to have a fully dynamic contact flow and fully dynamic routing of incoming calls
  • Use more AWS services to create more fleixibility in your contact flows, eg play prompts dynamically on the called number, select Amazon Connect waiting queues based on called number or caller data, etc
  • Transcribe recorded calls and upload transcripts in Salesforce
  • Use AWS Streaming functionalities to show the caller’s sentiment to your agents in Salesforce

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