Overview

Service Cloud Voice (SCV) makes voice a first-party channel within the Salesforce Customer 360 service channel. Historically, phones have been treated as a legacy third-party service channel that do not use the same AI and productivity tools enabled for digital channels in Salesforce. With SCV, Salesforce has fully integrated voice as a channel into Sales and Service Cloud.

Contact Center agents can now see their voice work items in the Omni Widget, like they can with all other work items, and set a single status. So, they get everything in one location - a single-pane experience. With every Inbound and Outbound Call, there is a standard voice call object with all the appropriate call data that automatically pops up. So, you can pop any related records, then include IVR, caller, call lifecycle, resolution, disposition, values, and transcription data, etc. The agents are empowered with tools like Einstein Next Best Action (NBA), Lightning Flows, Einstein Call Wrap-up, Einstein Conversation Intent, and Einstein Article Recommendations in the future. With a standard voice call object, you can enable agents to do other things like use quick actions or macros, helping improve efficiency.

While SCV supports Inbound and manual Outbound calls, Acqueon’s integration with SCV empowers agents by infusing Proactive Customer Engagement into SCV. This converts the users into true blended agents with capability to handle both Inbound and Dialer-based Outbound voice calls using the omni-channel softphone. Acqueon also brings a rich List and Campaign Management solution along with an inbuilt dialer for Amazon Connect.

Some of the key highlights of the Acqueon-SCV integration are:

• Omnichannel Communication - Engage in conversations with customers using voice, email, text-SMS, and messaging channels.

• Data Privacy and Compliance - Enable compliance with TCPA, CCPA, CFPB, FDCPA, GDPR, and Ofcom rules.

• Built in dialer with List and Campaign Management.

• Direct Preview, Progressive, Predictive, and agentless dialing.

• Best-in-class Call Progress Analysis (CPA) and Answering Machine Detection (AMD) via Amazon HVOC.

• Programmable event-driven screen pop.

• Detailed activity capture with object(s) creation.

• Synchronized wrap-ups and Dispositions.

• Advanced business widgets in the Lightning page.

• Preview widget in utility bar for Preview calls.

• Innovative workflow builder.