Should I use Service Cloud Voice or a CTI Adapter?
What is Service Cloud Voice?
Service Cloud Voice, powered by Amazon Connect, enables you to solve phone cases FASTER and SMARTER! As the only native telephony solution to the Salesforce platform, Service Cloud Voice brings together voice conversations, digital channels, and CRM data in real-time. Both agents and customers stand to gain from the efficiencies created by Service Cloud Voice. Customers benefit from seamless channel transition and enhanced resolution time, while agents get the most suitable call based on their skillset and availability.
Now, not native to the Salesforce platform is a CTI (computer telephony integration) adapter, which brings organization’s phone system features into Salesforce, but has quite a few limitations.
What are the limitations of a CTI Adapter?
Sure, Traditional CTI Adapters ‘get the job done’, but they come with severe limitations and productivity blocks, which requires a large amount of customization, maintenance, upgrades, and long-term management for businesses. Although it minimizes agent toggling, it doesn’t allow for a truly blended agent or a top-notch customer service experience like Service Cloud Voice does.
It’s no secret that companies need to integrate telephony to deliver a complete service experience. The disconnect between call center management and the rest of the service experience has a cost: slower speed of resolution, loss of convenience, and reduced customer satisfaction. But why invest in a CTI Adapter when you can invest in a scalable solution like Service Cloud Voice?
How Service Cloud Voice, powered by Amazon Connect, wins!
Since Service Cloud Voice is native to the Salesforce platform, case management is simple, leaving less room for error and faster connections. The singular interface provided by Service Cloud Voice is user-friendly and agents can provide faster and more personalized service to customers.
While on the phone with customers, agents can do all of their note-taking and data inputs in real-time, and coupled with automation, their post-call work is drastically reduced. Managing agents becomes easier as well! Not only can agents work on multiple channels and truly be blended agents, but managers have better visibility and control. With access to real-time information, managers are equipped to make quick decisions, allowing for more proactive service and channel management. Lastly, Service Cloud Voice is the only solution that can provide real-time and historical reporting and analytics natively on the platform. This key contact center insight can be a game changer for businesses who are looking to scale!
So is it Service Cloud Voice or a CTI Adapter?
With Service Cloud Voice, agents can provide seamless personalization thanks to the holistic view of the customer that the solution offers. The call was also done fast, which turned a negative experience about a speaker breaking into a good experience leaving Dave happy and still loyal to the company and willing to purchase from them again NeuraFlash Tech!
If your business is considering a new telephony solution, we don’t want you to just take our word for it. See how brands like Sonos and Ocean Network Express saw major decreases in average agent handle time and immediate cost reductions with Service Cloud Voice, and if you are ready, reach out to us today!
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With the combined expertise from two of our dedicated practices, specializing in Salesforce and Amazon Connect, we put the human experience at the center of every interaction, so businesses can resolve customer issues accurately, quickly, and profitably. When you are ready to reinvent your Contact Center, get in touch with us here!
