Salesforce Service Cloud Voice (SCV)

Service Cloud Voice (SCV) makes voice a first-party channel within the Salesforce Customer 360 service channel. Historically, phone has really been treated as a legacy third-party service channel that doesn’t use the same AI and productivity tools that have been enabled for the 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 and it is 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 with every call. So, you can pop any related record, and 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 the agents by infusing Proactive Customer Engagement into SCV. This converts the users into true blended agents who can handle both Inbound and Acqueon Dialer-based Outbound voice calls using the omni-channel softphone. Acqueon also brings a rich List and Campaign Management solution along with an inbuilt Acqueon Dialer for Amazon Connect.

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

• Omnichannel Communication - Engage 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 Acqueon 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 Lightning page.

• Preview widget in utility bar for Preview calls.

• Innovative workflow builder.

Login

Acqueon for Service Cloud Voice (SCV) integrates digital channels and Salesforce data with voice communications - all-in-one central view embedded within the Salesforce UI. The agents can use the omni phone to handle Inbound voice, Acqueon Dialer-based Outbound voice, Email, and Chat channels from a single interface.

To start using Acqueon Workspace for Service Cloud Voice:

1. Login to the Salesforce org and navigate to the Sales or Service Console.

2. In the Utility bar, click on the Omni-channel widget.

3. Click on the Agent state dropdown list and select the ‘Available’ state.

   

4. The agent is now ready to take Inbound and Outbound calls.

   

In the background, Acqueon Workspace synchronizes the states with Amazon Connect to handle the communication between Amazon, Salesforce, and Campaign Manager.

Logout

To logout from the Omni-channel softphone:

1. First move the agent from Available State to Offline.

2. Agents stops receiving calls in the Offline state.