Service Cloud Voice With Vonage: Salesforce’s Vision for the Contact Center of the Future Is Here

Chapter 3: Three Service Cloud Voice Items to Consider Before the Call

We all know what it's like to call into a bank, insurance company, or other B2C business and discover that the contact center agent doesn’t know anything about us. It doesn't matter whether we’ve been with the same company for years, we always call from the same number, or this is just one of several calls about the same issue—we still have to identify ourselves and describe it.

Vonage's CRM contact center technology excels at supporting the Customer 360 concept—a 360-degree view of a customer's data and interactions—by:

• Creating a single source of truth for customer information

• Using it to route voice calls before they reach Salesforce Service Cloud Voice

• Ensuring the customer gets the best available agent 

This intelligent routing consists of three key elements:

1. Automatic call distribution (ACD): This technology:

• Connects calls to the best available agent through skills-based routing, case-owner routing, or other criteria

• Increases first contact resolution and shortens wait times for better CX 

• Routes the customer to their preferred channel (e.g., voice, email, chat, social, SMS, etc.)

• Increases the likelihood of prompt responses

2. Intelligent IVR: This self-service capability: 

• Speeds up routing and call wait times (e.g., self-directing with a case number, answering questions to reach the right agent, etc.)

• Handles simple requests agent-free

• Reduces costs and staff requirements while keeping agents available for complicated, in-depth queries 

• Uses customer data to make personalized connections 

• Offers flexible menu options based on CRM data and call histories

• Allows callback requests, with the CRM routing the customer data to the callback agent

• Helps customers avoid waiting, evens out call peaks and troughs, and ensures agents get complete, pre-callback customer information

• Connects to back-end web services to give customers access to information and reduce agents’ most recurring requests 

• Enables automated post-call surveys that feed directly into the CRM

3. Dynamic call routing: This feature adds a personal touch by leveraging—in real-time—updated Salesforce customer data (i.e., region, priority, product, agent history, and contract and support-case statuses) to:

• Route incoming voice communications and Salesforce digital channels (e.g., email, chat, SMS, video, and social) together using the same business logic

• Provide a more consistent CX

• Boost operational efficiency

• Reduce contact center headaches 

• Provide automatic screen pops to specialized staff who answer particular queries, which enhances CX, reduces resolution effort, and saves time

Chapter 4: With Service Cloud Voice, Top-Notch Cloud Telephony Is Everything During the Call—Here’s Why

Happy agents make happy customers. That's why Vonage for Service Cloud Voice frees agents from admin burdens, optimizes their productivity, and helps ensure the contact center achieves its KPIs.

Salesforce's Customer 360 approach—which is also a Vonage philosophy!—puts a single view of Salesforce-stored customer truth on the agent's screen during customer interactions. This:

• Reduces average handling time
  

• Minimizes wrap time
  

• Increases the first-time fix rate
  

• Creates better coaching opportunities 
  

• Improves the customer experience
  

• Increases contact-center capacity
  

But agents need more than instant access to customer information. 

They need the best communications tools, too. And Vonage offers them! Things like:

• A full suite of call controls at their fingertips (e.g., on-hold, mute, transfer, etc.)

• Great time savers that keep a supervisor informed (e.g., call auto-​logging, auto-recording, simple call dispositions, agent status visibility, etc.)

• Reasonably priced global coverage, which is critical for larger contact centers (Vonage for Service Cloud Voice is available in more than 80 countries)

• Global Voice Assurance, which uses global Tier 1 carriers and local nodes to reliably deliver amazing call quality while minimizing call charges

• Telephony-agnostic functionality that lets users—who may be hesitant to adopt WebRTC—to keep their existing phone system, and works with hard phones, soft phones, and any existing PBX or communications provider

• High-quality audio and quality of service that ensure high-quality call transcription so Service Cloud Voice can deliver AI-assisted knowledge-base lookups, call wrap, and next best action guidance

Chapter 5: How the Salesforce Service Cloud Voice Experience Heats Up After the Call

After the call, Vonage for Service Cloud Voice's analytics drive continuous improvement and ensure that supervisors can: 

• Effectively analyze every call

• Quickly understand hot customer topics

• Make swift improvements to the overall customer journey

• Identify and resolve agent journey productivity issues

A typical contact center's quality management team only listens in on three to five percent of all calls

... which is potentially unfair to agents enduring a one-off bad day or a series of particularly disgruntled customers. Vonage’s A.I.-based speech-analytics solution, Conversation Analyzer, fully integrates into Vonage Contact Center and Service Cloud Voice and leverages Salesforce Tableau Analytics to help address this issue and more.

First, with conversational insights—plus the interaction context stored with customer data—made available within Service Cloud Voice, users can:

• Intelligently generate conversational and business insights

• Effortlessly review, identify, analyze, and optimize calls

• Find best practices quickly with intelligent call categorization

• Focus on specific parts of the conversation with the call visualization tool

• Correlate Salesforce data with conversation and contact center data to boost sales results, service results, their Net Promoter Score (NPS), and CX

Next,

Conversation Analyzer uncovers compliance issues

—whether in a regulated environment or tightly scripted CX—before they become a problem by:

• Automatically transcribing and analyzing every call

• Identifying agent non-compliance and helping the business take action

• Offering configurable redaction to prevent sensitive-information exposure

Then, the solution identifies how top performers achieve their goals and helps supervisors:

• Break down, categorize, and review graphically displayed call content

• Boost agent performance by quickly uncovering and acting upon the details

• Decrease churn rates

• Replicate top-performer behavior with best practices

• Ensure agents actually use Einstein Next Best Actions

• Schedule agents and manage the workforce

Finally,

The quality management feature enables effective team coaching 

... by empowering supervisors to:

• Review both high and not-so-high performances

• Automatically categorize all calls 

• Save time by jumping straight to the parts of the performance that matter

• Use screen recording to identify and resolve agent journey productivity issues

Is your contact center providing you with the business insights needed to continuously improve? Contact Vonage today! 

Summary and Conclusions

We hope this series of articles has been useful. Vonage's wealth of experience can add significant value to your Service Cloud Voice deployment. As your trusted advisor in "conversational intelligence" and the contact center, Vonage can show you the full capabilities of intelligent IVR, dynamic routing, A.I. virtual assistants, speech analytics, screen recording, and more—and even help you select the best solution for your specific scenario.

This guide is just the beginning! Contact us to learn how we can help your business thrive!