The Contact Center Solution

The Salesforce Service Cloud Contact Center solution allows customers to connect every channel and maximize their Return of Investment (ROI) with Contact Center software built directly into their CRM.

The Contact Center helps clients unify their data with trusted AI. As partners you can help transform a clients' contact center into an intelligent, omni-channel engagement center for effective, cost-efficient service. The Contact Center from Salesforce is less about the friction in the technology serving customers and representatives, but in driving improvements in both Customer Experience and Service Organization improvements. 





There are a number of capabilities that are part of the Contact Center solution. Common qualities of Contact Centers include:

• Multi-channel offerings for customers; customers are met where they communicate
• Omni-channel presence for routing and supervision of intake interactions
• Expanded service options (Self-Service, Asynchronous service, proactive service)
• Personalized and Consistent Service through data, integrations and centralized information
• Automation and Processes to reduce friction and increase efficiencies

Salesforce Contact Center has the power to deliver all of the above items in a cohesive platform for Customers, Representatives and Organizations. Solutions will require analysis of the right licensing to buy within a Salesforce Edition, or if a client wants to commit to growth, take a look at the Einstein 1 Service Cloud Edition which will include many of the Contact Center capabilities as part of the pricing.
 

Capabilities of Contact Center

Digital Engagement

Customers expect a level of familiarity and personalization from companies. With Salesforce Digital Engagement, Data Cloud and AI, companies of all sizes and maturity can work towards delivering this kind of customer experience.

Salesforce Digital Engagement empowers the delivery and success of digital channel experiences for your clients. Your clients can act on improving customer satisfaction, delivering exceptional service at scale and driving agent productivity.

We have native channels that are part of the Salesforce platform, and a rich ecosystem of 3rd party channel integration solutions provided by our Appexchange partners. 

Native Channels in Digital Engagement: 

• Messaging for In-App and Web
• WhatsApp
• Facebook
• Apple Messages for Business
• SMS

Partner Delivered Channels with Bring Your Own Channel (BYOC): 

• Google Business Messages
• LINE
• Instagram Messenger
• X (Twitter)
• TikTok
• Kakaotalk

When assessing Digital Engagement channels in Salesforce make sure they are compatible with Salesforce Enhanced Omni-Channel (Omni-Flow) routing as that is the way of the future. 
 

Service Cloud Voice

Service Cloud Voice is a Salesforce product that integrates a few telephony solutions that are a fit for your clients. Service Cloud Voice moves the organization from a swivel chair Computer Telephony Integration (CTI) model to a native Salesforce model.  This is the solution for those complex, high touch needs in a Customer Service center.
Service Cloud Voice helps companies reimagine the phone channel, embedded with the customer data, and enhanced by cutting edge AI.

• Service Cloud Voice brings the call into the Salesforce platform, which means all your customer data can be accessed and leveraged throughout the call. When agents have a complete view of the customer, they are freed up to really focus on the conversation.
• Resolve calls faster with AI and automation: The phone call is transcribed in real time, which means that we can launch automation during the phone call to complete workflows or pull answers more quickly. This helps agents resolve calls more quickly.
• By integrating the phone channel into omni-channel supervisor, we’re giving managers access to better coaching and training, so they can give live feedback during the call, and post-call coaching to teams working from home or the office.
• Build loyalty with customers by having better, more personalized conversations: In the past, agents had to toggle between screens to have complete information about the customer or were focused on trying to take notes on the conversation — now a unified console brings together the complete context, and the agent is freed up to really focus on the customer.

There are three solution paths for Service Cloud Voice and Telephony providers.

• Service Cloud Voice with Amazon Connect
• Service Cloud Voice with Bring Your Own Amazon Connect
• Service Cloud Voice with Partner Telephony provider

Review the Service Cloud Voice First Call Deck and our Help System to understand the options a bit more. It is recommended when assessing the different telephony providers that you match their ability to deliver the following capabilities available in Service Cloud Voice as well as their support model for your clients.

Omni-Channel Solutions

A Contact Center strategy is built around handling interactions and company to customer relationships at scale. Part of creating frictionless experiences and operational efficiencies are how interactions are brought into the system, routed to the right agents/representatives and monitored by Service operational leadership. Our Enhanced Omni-Channel solutions are the next step in realizing these experience and efficiency wins. 

The following routing solutions are available through Enhanced Omni-Channel and Omni-Flow routing:

• Queue Based Routing
• Skill Based Routing
• Direct to (Human) Agent Routing
• Bot to Agent Routing
• Direct to Agent Routing
• Capacity or Availability Confirmation

Multiple Channels can be handled by Omni-Flow templates:

• Omni-Flow for Messaging (Digital Engagement Channels)
• Omni-Flow for Voice Calls
• Omni-Flow for Emails
• Omni-Flow for Objects (such as Self-Service cases based on an Action to fire this off)

Omni-Supervisor

One of the most compelling business and adoption arguments for Contact Center and Salesforce is the Omni-Supervisor capabilities. From here the swivel for supervisors between systems, telephony to case/intake, messaging-chat to case/intake is eliminated. Monitoring and reporting are now centralized within Salesforce. Monitoring and management reduce time for supervisors as the Omni-Supervisor tools are easily available for the right supervisor and their teams.

Einstein for Service and Agentforce for Service

We cannot talk about a Contact Center without addressing automation and AI solutions. As you advise your client on Automation and Intelligence, take advantage of the beginner to advanced AI capabilities available from Salesforce to achieve both Customer Experience/CSAT goals and Service Organization goals. Adding a mix of service driven actions and intelligent automations within both the Service Console and the Customer Experience can go a long way for winning adoption and creating a long term client relationship. You can learn more in our Einstein for Service/Agentforce Pocket Guide.

Automations available:

• Flows (Screen, Auto Trigger, Omni-Channel, etc)
• Quick Actions
• Quick Texts (for Representatives)
• Formulas

Einstein for Service Advantages

• Service Replies
• Email Replies
• Search Answers (Experience Cloud)
• Article Suggestions (Knowledge component)
• Article Suggestions in Flow (auto email options)
• and more

• Service Agents powered with templates
• Service Agents customized (know the consumption implications)
• Service Assistant (step by step walkthrough for Representatives)
• "Copilot" Agentforce (Salesforce user agent)