6 Reasons Why 2023 Is A Great Year To Move Your Contact Center To The Cloud
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6 Reasons Why 2023 Is A Great Year To Move Your Contact Center To The Cloud

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…

5 Actions To Align CX And Support Costs In 2023
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5 Actions To Align CX And Support Costs In 2023

Companies face difficult crossroads as we head into 2023. Inflation hits consumers and business, companies have difficulties finding (and keeping) the right employees and technology keeps growing and evolving. Despite these difficulties, customer experience stays on top of every business’ priority list.  The question being: how do you keep high standards, while ensuring that costs…

Integrate A Voicebot In Your Contact Flow

Integrate A Voicebot In Your Contact Flow

Service Cloud Voice brings Interactive Voice Recognition (IVR) functionalities to your Salesforce implementation. Integrating simple voicebot functionalities in your contact flow may automate standard repetitive tasks.  Normally, these tasks take unnecessary time away of your support team.  By automating these tasks, your support agents may focus on more complex, and more attractive tasks. Likewise, providing…

Build Your Own Dynamic Multi-Language IVR Application
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Build Your Own Dynamic Multi-Language IVR Application

As a company, you often provide support in multiple languages.  This also means that your IVR (Interactive Voice Response) solution should support multiple languages, or that you use different contact numbers to differentiate languages. When using dedicated contact numbers per language, you immediately have a clear understanding of the caller’s language.  However, this requires more…

Offload Your Salesforce Service Cloud Voice Enabled Support Team

Offload Your Salesforce Service Cloud Voice Enabled Support Team

Probably, your contact center reps get a number of repetitive questions from customers.  Questions like: “What is the status of my order?“, or “I would like to change the delivery date from Monday to Tuesday“… Keeping your customers in queue for these types of standard questions will probably frustrate them. While your support agents will…

Handle incoming Voicemail messages from within Salesforce
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Handle incoming Voicemail messages from within Salesforce

Some may say that Voicemail is a legacy solution, which is not to be used anymore in times of social media.  However, there are still use cases where Voicemail is a viable channel in your support strategy. Voicemail for Amazon Connect (BYOT) Although Amazon Connect has no Voicemail functionalities available out-of-the-box, we created a standard…

WebRTC with Amazon Connect (and Salesforce SCV)
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WebRTC with Amazon Connect (and Salesforce SCV)

When companies look for a Computer Telephony Integration with Salesforce, one of the first questions is that it must be possible to handle calls via the computer. From a technical point-of-view, this is possible already for a long time.  However, different technologies are used to make this happen.  Where classic Unified Communication Platforms communicate via…

Service Cloud Voice & non-voice channels in Salesforce
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Service Cloud Voice & non-voice channels in Salesforce

With the launch of Service Cloud Voice, Salesforce streamlines the user experience when providing support via multiple channels. Service Cloud Voice benefits Answer calls via the Omnichannel widget I believe that being able to answer all channels via one and the same widget is a big advantage. With AppExchange solutions, Phone interactions were handle via…

Coaching remote support agents during ongoing calls
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Coaching remote support agents during ongoing calls

With most people working remote, it is often difficult to coach remote agents.  With Amazon Connect, it is easy to listen into ongoing calls. This allows for coaching support agents to better handle conversations with customers. But an agent may have a question that needs immediate feedback from a business coach or a product expert….