Optimize Customer Support With Omni-Channel Routing Powered by Salesforce Service Cloud Voice
James, a customer, calls Sarah, a support agent at a mobile phone retailer, to inquire about his delayed phone shipment.
After providing the necessary information, James follows up with a quick chat to check on his order again.
With Salesforce Service Cloud Voice, Sarah can see all of James’ interactions – his calls, chats, and even previous emails – in one place.
This means no repeating questions, no missed details. Sarah picks up right where they left off and resolved his follow-up quickly.
While assisting James, Sarah is also managing other inquiries across voice, email, and chat, with the system intelligently routing them to her, ensuring nothing slips through the cracks.
That’s the magic of Omni-Channel Routing in Service Cloud Voice.
It connects everything, giving Sarah a single, integrated view of James’ journey, so she can offer fast, efficient, and personalized support.
In the past, support agents had to juggle between channels, often losing time and customer context in the process. But with Service Cloud Voice, all of that is history.
Now, voice, chat, email, and digital interactions are unified, allowing agents to handle inquiries across platforms seamlessly. Voice is no longer separate from chat or email; it’s all routed through one engine, making for a smoother customer experience.
With Omni-Channel Routing, agents can switch between channels without losing the customer’s history or context. This leads to faster resolutions, happier customers, and complete 360-degree reporting of every interaction.
In this article, we’ll explore more about how Omni-Channel Routing in Service Cloud Voice can help you create a unified, seamless customer service experience.
Omni-Channel Routing with Salesforce Service Cloud Voice
Omni-channel customer service enables your customers to interact effortlessly with your support team through various channels.
Simultaneously, your agents can access a comprehensive view of the customer they’re assisting, allowing for more personalized service.
In omni-channel support, the approach revolves around the three Cs: Complete, Consistent, and Connected.
- Complete customer engagement across all channels
- Consistent service delivery regardless of the channel
- Connected to a single CRM for a unified customer view
If you’re already using Salesforce, you know how a single, intuitive interface with rich, actionable data helps your team provide a seamless customer experience across multiple service platforms.
Salesforce’s Service Cloud Voice equips service reps with a 360-degree view of each caller, boosting productivity with AI-powered automation. It allows supervisors to oversee agents and manage queues efficiently, irrespective of the channel.
Plus, it integrates your telephony system with other customer engagement channels to ensure a unified experience.
Additionally, the platform’s intelligent routing ensures that voice calls, chats, and messages are directed to the right agent quickly and efficiently, enhancing overall support speed and customer satisfaction.
Optimize Call Routing with Omni-Channel Flow in Service Cloud Voice
With Salesforce Service Cloud Voice, you can integrate voice with all digital channels, providing agents with a comprehensive 360-degree view of customer interactions. By centralizing CRM data, customer profiles, and integrations, your agents can effortlessly manage communications across multiple channels without switching systems or repeating processes.
Omni-Channel Flow takes customer engagement a step further by tailoring interactions to individual customer profiles. Agents can instantly access crucial information like contact details and case history, ensuring that every conversation is personalized and efficient. This leads to faster resolutions and more meaningful customer experiences.
Let’s take a look at how Omni-Channel Flow optimizes call routing.
Centralize and Optimize Complex Routing Workflows
A key feature of Omni-Channel Flow is the ability to manage complex routing processes from a centralized hub. Whether it’s voice calls, chats, or messaging sessions, all routing is unified in one setup. Using Flow Builder, admins can define routing rules and dynamically assign tasks to the most suitable agent, ensuring customers are connected with the right person at the right time.
Deliver Effective Communication with Real-Time Caller Insights
Omni-Channel Flow also enhances agent productivity by providing real-time insights for every call. Features like screen pops instantly display relevant customer information, reducing average handling time and enabling more effective conversations. Supervisors benefit from real-time queue metrics through Omni Supervisor, allowing them to manage call surges more efficiently and optimize team performance.
Effortlessly Transfer Voice Calls with External Routing
Omni-Channel Flow supports seamless voice call transfers through External Routing. Agents can move customers between different channels, such as from web chat to phone, without losing context. This flexibility ensures that customer requests are handled intelligently, reducing costs and improving response times while maintaining a smooth experience.
Empower Agents with Advanced Call Handling Features
Service Cloud Voice offers additional tools like real-time transcription, integrated call recording, and voicemail. These features allow agents to manage calls more efficiently. Paired with Omni-Channel’s routing capabilities, these tools enable businesses to streamline service workflows, reduce bottlenecks, and handle higher call volumes with precision.
Optimize Customer Experiences and Reduce Costs
Service Cloud Voice enables you to provide personalized and proactive service. By using Omni-Channel Flows you can automate the routing of high-cost interactions to more efficient channels, such as messaging with intelligent bots or self-service knowledge articles. This cuts operational costs, leads to faster resolutions, and improves customer satisfaction.
How Omni-Channel Flow Works?
Service Cloud Voice routing makes setting up voice routing easier and more powerful. You get Amazon’s flexibility, enhanced with Salesforce data, and connect smoothly with other channels like email and chat.
Admins don’t have to worry about the technical setup – all the hard work happens in the background. You can simply go to the Contact Center setup and configure the routing rules.
Here’s how Omni Flow works behind the scenes:
- Routing Setup: In Salesforce, you set where incoming calls should go (which queue). This is called the ‘Routing Requirement.’
- Routing Execution: When a call comes in, Amazon decides which agent in the queue should take the call.
When a call reaches the routing stage, AWS’s Contact Flow triggers a routing API in Salesforce. This API runs an Omni-Channel Flow to determine the routing requirements and returns a Queue ID to place the call in.
There’s a mapping in Salesforce that pairs a Salesforce queue with an equivalent Amazon queue, making everything work seamlessly.
This means admins get a consistent experience across all channels, while AWS Connect still manages the calls in the background.
Conversations (whether by email, chat, or phone) first go through their respective automation layers (IVR, chatbot, or case classification) before reaching Omni, where the routing rules and queues are defined.
Also, Salesforce syncs three things with the backend phone system:
- Agent presence (whether the agent is online for this channel)
- Capacity (whether the agent can take more work)
- Routing requirements (where the phone call should be sent)
With this info, the phone system finds the right agent and passes the call along.
Conclusion
As new communication channels emerge, the ability to interact with customers in their preferred way becomes crucial.
That’s where Salesforce Service Cloud Voice makes all the difference. It’s designed to bring intelligence and ease to your contact center operations, turning interactions into opportunities for better service.
With its Omni-Channel Flow, callers are routed directly to the right queue or even their preferred agent. That means, no more transfers or long waits! Instead, customers have their issues addressed quickly and by the right person, enhancing their overall experience.
And it doesn’t stop there. Real-time voice queue monitoring keeps your finger on the pulse of your contact center. You can support your agents more effectively, spot potential service gaps, and resolve them before they escalate into bigger problems.
With Service Cloud Voice you can turn every interaction into a meaningful connection.
After all, it’s not just about answering the phone – it’s about leaving a lasting impression with every conversation.