Plan for Service Cloud Voice

Which phone system are you using today?

We're using CTI with a phone system from Cisco and an Open CTI package to support the integration.

How many call centers do you have?

One in the Southwest near Phoenix, but we're hoping to grow in Latin America, and we might add a call center there, too.

Do you have a list of all phone numbers that you want to use in the new phone system?

No, but Ryan De Lyon, our customer service manager, can track those down.

Do we know how many licenses we need to purchase for agents, managers, or others who will need access to our new Service Cloud Voice system?

At this point, we know 2200 of our employees use CTI, so we can start with 2200 licenses for Service Cloud Voice and purchase more as needed.

Who will need access to Service Cloud Voice’s supervisor console features to monitor and coach agents?

Since Ryan is a customer service manager, he will need access to the supervisor console. We can ask him if he wants to delegate supervisor functions to others and give those employees supervisor console access too.

How will phone calls be routed or what routing process should include calls?

We’ve used case assignment rules to route cases to the right agents by fields, such as Status or Priority. We also use queue-based and skills-based routing with omni routing, so we should investigate our options. Since Service Cloud Voice integrates with omni routing, we’d probably lean toward using that, especially since it syncs up with the supervisor console.

Do we need to build any special reports or dashboards to see metrics on calls?

Because Service Cloud Voice gives us greater access to data with Analytics, we definitely want to track some new metrics. With CTI, it was easy to run simple reports on basic call and case data, but now we’ll have access to more integrated data from records beyond calls and cases.

Voice also includes a contact center dashboard that automatically includes metrics, such as call volume, average handle time, average speed to answer, call resolution percentage, and more.

Could we use a telephony partner other than Amazon Connect?

Yes, Voice is available in different configurations so we can select the solution that’s right for us:

• Service Cloud Voice with Amazon Connect comes with Amazon Connect natively integrated into CRM and offers ease of setup and a single bill for both Salesforce and Amazon services. We can enjoy real-time transcription, call recording, and more.
  
• Service Cloud Voice with Partner Telephony lets us select a telephony system. We can download a prebuilt managed package from AppExchange to easily integrate with CRM. Some features, such as real-time transcription, may not be available depending on which feature the telephony partner supports.
  
• Service Cloud Voice with Partner Telephony from Amazon Connect lets us leverage a current investment in an existing Amazon Connect instance by integrating our Connect instance with Voice.
  

For now, we want Service Cloud Voice with Amazon Connect to take advantage of all the features automatically baked into the telephony partnership between Salesforce and Amazon Web Services (AWS). Plus, we don't have an existing investment in an Amazon Connect instance.

Will we need to create new training for our agents?

Yes, accepting phone calls with the Omni-Channel widget is different—and easier—than accepting phone calls from the Salesforce Call Center softphone in the console footer. And, we should train supervisors and agents how to use and receive coaching in Omni Supervisor. Also, we may want to sponsor an executive lunch to show leaders how they can see awesome new metrics about our contact center with Service Cloud Voice and Analytics.