What is call center integration?

Integrate your call center seamlessly into your CRM with cloud telephony. Select the telephony partner of your choice, or purchase preintegrated out-of-the-box telephony from Amazon Connect.

What can you do with your new cloud telephony software?

Make your voice calls smarter with AI and data. With intelligent transcriptions, service reps and supervisors can view voice and CRM data in real time. Agentforce for Service can analyze these conversations to serve up the right knowledge articles and recommend actions.

Natively Integrate Cloud Telephony.

Telephony Integration

Get on the phones faster with out-of-the-box telephony integration with Amazon Connect or a range of partners on the Salesforce AppExchange. Embed the phone into your digital channels in Service Cloud to provide a holistic view of your customer conversations. Connect your customers to the right agent at the right time and give your agents all the context they need to assist customers faster than ever.

Real-Time Call Transcription

Launch AI-driven recommendations with real-time transcriptions that free up agents to focus on the customer. Improve Customer 360 and insights with the ability to analyze voice conversations in the context of CRM data — driving next best actions to help agents resolve cases faster. At the end of the call, wrap up with conversation summaries based on customer intents and sentiment.

Omni-Channel Routing

Don't put your customers on hold. Meet them on their preferred channels from your website, mobile app, SMS, WhatsApp, Facebook Messenger, and more. Provide your agents with a unified customer view across your phone and digital channels to make it easy for your agents — and your customers.

Resolve calls faster with AI and automation.

Agentforce

Make work faster for agents, supervisors and customers with Agentforce, your AI assistant for CRM. Ask questions and make requests to get trusted and useful answers. Agentforce can assist with tasks like answering questions using your knowledge base. You can also customize its actions, like routing cases for approval. Agentforce uses advanced language models and the Einstein Trust Layer to provide accurate and understandable responses based on your CRM and external data.

Conversation Summaries

Drive efficiency and boost agent productivity with AI-generated summaries for any work, order, or interaction. Save time by using Einstein to predict or create a summary of any issue and resolution at the end of a conversation. Empower service reps to review, edit, and save these summaries to feed your knowledge base.

Next Best Action

Support customers and save service reps time by making next best actions and workflows easily accessible. Empower your reps with targeted suggestions for cross-sell, renewal, or upsell opportunities.

Empower and coach your service teams.

Omni Supervisor

Give your supervisors the right tools for coaching and training and complete visibility into agent capacity across channels. Monitor calls and capture insights to assist in real time via chat or Slack. You can also set up training to help your distributed team get up to speed on trending support calls.

Contact Center Analytics

Get a real-time, holistic view of contact center performance across all channels — including phone. Give your managers insights into customer satisfaction, revenue, customer retention, customer effort score, or service-level agreement (SLA) performance to identify strengths and areas to improve. Contact Center Analytics also helps you keep an eye on call volumes, wait times, and handle times with real-time queue management.

Einstein Conversation Insights

Unlock productivity from your digital service calls by identifying coaching opportunities from a call recording. Surface key moments such as product mentions, compliance mentions, or your own custom mentions by any topic you define. With Einstein Conversation Insights, you can help agents work more productively by surfacing relevant action items on the call transcript.