What We Do - Salesforce Solutions

Service Cloud Voice

Taking your voice journey to the next level.

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Customer Service from anywhere.

Leverage cloud-based natively technology to power your virtual contact center.

Personalize and unify experiences with a native, intelligent telephony system.

Increase deflection rates

Allow your agents to focus on more complex tasks by automating simple answers with Service Cloud Voice! Decrease the number of repetitive and easily searchable questions that are escalated to your agents.

Decrease agent handle time

Decrease your agent handle time by providing your agents with the necessary information they need to quickly solve customer cases, all within one single view.

Leverage omnichannel

By providing your agents with an omni channel view of all communication channels while assisting customers, there will be an increase in agent efficiency and quick service.

Enable the virtual agent

Agents now have access to better tools and insights, such as Einstein intelligence, to work efficiently from anywhere!

Provide personalization

By having a 360 degree view of the customer, your agent can personalize communication with the customer to tailor to their needs.

Decrease wait time

Reduce the amount of time your customers wait to talk to a live agent by utilizing a real-time view of the current call queue so you can see which agents are available.

Increase CSAT

Improve the customer experience by escalating the customer to the right agent the first time, while making sure they receive quick service.

Maximize agent efficiency

With top-notch reporting and detailed dashboards available within your Service Cloud Voice instance, you can better understand agent performance, track customer trends and set accurate targets.

Manage your contact center flow

Track your data in real-time, allowing for fast and accurate decision making to drive your business outcomes.

Quality

Manage the quality of your Contact Center with customizable agent grading criteria, automatic voice transcription and more, ensuring a smooth and consistent customer experience.

Personalize and unify experiences with a native, intelligent telephony system.

Maximize agent efficiency

Increase deflection rates

Allow your agents to focus on more complex tasks by automating simple answers with Service Cloud Voice! Decrease the number of repetitive and easily searchable questions that are escalated to your agents.

Decrease agent handle time

Decrease your agent handle time by providing your agents with the necessary information they need to quickly solve customer cases, all within one single view.

Leverage omnichannel

By providing your agents with an omni channel view of all communication channels while assisting customers, there will be an increase in agent efficiency and quick service.

Enable the virtual agent

Agents now have access to better tools and insights, such as Einstein intelligence, to work efficiently from anywhere!

Improve customer experiences

Provide personalization

By having a 360 degree view of the customer, your agent can personalize communication with the customer to tailor to their needs.

Decrease wait time

Reduce the amount of time your customers wait to talk to a live agent by utilizing a real-time view of the current call queue so you can see which agents are available.

Increase CSAT

Improve the customer experience by escalating the customer to the right agent the first time, while making sure they receive quick service.

One central platform

Maximize agent efficiency

With top-notch reporting and detailed dashboards available within your Service Cloud Voice instance, you can better understand agent performance, track customer trends and set accurate targets.

Manage your contact center flow

Track your data in real-time, allowing for fast and accurate decision making to drive your business outcomes.

Quality

Manage the quality of your Contact Center with customizable agent grading criteria, automatic voice transcription and more, ensuring a smooth and consistent customer experience.

Let us build a business case for your business.

So you can be one step closer to your digital transformation.

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NeuraFlash & your SCV implementation

We help guide, implement and build best-in-class Service Cloud Voice solutions, powered by Amazon Connect. As innovators, we also offer our own suite of products to enhance your implementations. See why we are the best at what we do!

Virtual Wallboard for the Contact Center

Virtual Wallboard for the Contact Center

Real-Time visibility

Allow supervisors to gain real-time visibility into the most important metrics.

Configurable Metrics of Importance

Configure Time Horizon

Set SLAs for Green/Red Flagging

Voice Quality Gauge

Voice Quality Gauge

High-Quality clarity

Never drop a call and provide clear service

Customizable thresholds for network speed

Automatically run speed tests in the background

Ensure agents have a smooth connection to successfully assist customers

Visual Voicemail

Visual Voicemail

See who you’ve missed

Empower agents with embedded voicemails to manage call overflow

Automatic case creation from voicemail records

Messages are automatically transcribed and can pre-fill description fields

Agents can quickly service voicemail requests directly within Salesforce

Voice Insights

Voice Insights

Understand performance

Allow supervisors to track long-term KPIs to service customers more efficiently

Top Level Dashboards and detailed reports

Ability to track metrics and trends, and set targets

Allow supervisors to track long-term KPIs to service customers most efficiently

Sentiment Advisor

Sentiment Advisor

Understand your customer

Quickly evaluate & confirm your customer's sentiment

Understand and visualize conversation sentiment

Track sentiment scores for reporting and workforce management

Quickly indicate customer pain points in real-time

Ambient Knowledge

Ambient Knowledge

Provide accurate information

Quickly provide your customers with helpful information

Automatically search for knowledge articles in real-time using transcribed messages

Save agent time by integrating knowledge articles directly within Service Console

NeuraFlash & your SCV implementation

We help guide, implement and build best-in-class Service Cloud Voice solutions, powered by Amazon Connect. As innovators, we also offer our own suite of products to enhance your implementations. See why we are the best at what we do!

Virtual Wallboard for the Contact Center

Real-Time visibility

Allow supervisors to gain real-time visibility into the most important metrics.

Configurable Metrics of Importance

Configure Time Horizon

Set SLAs for Green/Red Flagging

Voice Quality Gauge

High-Quality clarity

Never drop a call and provide clear service

Customizable thresholds for network speed

Automatically run speed tests in the background

Ensure agents have a smooth connection to successfully assist customers

Visual Voicemail

See who you’ve missed

Empower agents with embedded voicemails to manage call overflow

Automatic case creation from voicemail records

Messages are automatically transcribed and can pre-fill description fields

Agents can quickly service voicemail requests directly within Salesforce

Voice Insights

Understand performance

Allow supervisors to track long-term KPIs to service customers more efficiently

Top Level Dashboards and detailed reports

Ability to track metrics and trends, and set targets

Allow supervisors to track long-term KPIs to service customers most efficiently

Sentiment Advisor

Understand your customer

Quickly evaluate & confirm your customer's sentiment

Understand and visualize conversation sentiment

Track sentiment scores for reporting and workforce management

Quickly indicate customer pain points in real-time

Ambient Knowledge

Provide accurate information

Quickly provide your customers with helpful information

Automatically search for knowledge articles in real-time using transcribed messages

Save agent time by integrating knowledge articles directly within Service Console

Customer Stories

Sonos uses Service Cloud Voice to transform customer service & commerce experiences

Sonos was looking to expand self-service capabilities of their current telephony system. By implementing Service Cloud Voice, powered by Amazon Connect, they decreased agent handle time and cost per contact. By leveraging our Essentials Package, we enhanced self-service for their customers.

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Ocean Network Express reduces operational costs with Service Cloud Voice

ONE was looking for a native telephony solution to streamline team communications across all departments. By working with NeuraFlash, ONE gained access to a single 360-degree view of the customer across all channels and is surpassing the demands they had for internal metrics.

April Cornell tackles rapid ecommerce surge with Service Cloud Voice

During the pandemic, April Cornell saw a surge in online inquiries. Their legacy system did not provide them with a robust analytics platform to measure service performance, so they turned to Salesforce and NeuraFlash to implement Service Cloud Voice. They now handle 100% of cases within 24 hours.

Grand Design RV partners with NeuraFlash to create customers for life

“We chose NeuraFlash as a partner because we believed their expertise would get us there. Also, we quickly realized they are most like us: down to earth, hard-working with a whole lotta heart behind what they do.”

-Bradly Smith, Director of Customer Service at Grand Design

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