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Service Cloud Voice Webinar – Q&A

Thanks again to everyone who was able to join us this week on our Service Cloud Voice (SCV) webinar, the latest in our Service Cloud Lunch & Learn Series. If you missed the session, you can check out the recording here.

We had a lot of great questions come in and we ran out of time to answer them all live, so as promised we are answering them all in this blog post.

Is the call transcription available in other languages?
One of the most convenient and powerful features of Service Cloud Voice is the real-time call transcription. SCV knows which person is speaking, and will transcribe the conversation as it’s happening and store this conversation linked to the Case. Currently, transcription is available for English and Spanish, but more languages will be supported in the near future.

Is the sentiment scoring rated only by inflection, or by the words used by either party?
Another great feature, SCV can assess the general sentiment of a call and will provide an overall score. While SCV certainly listens to tone, it’s picking out keywords and phrases such as someone yelling “supervisor” or “cancel service.” The interface will allow the addition of keywords and phrases, which are often specific to a vertical or industry. Amazon uses Lex to analyze and provide sentiment analysis rich reports.

Service Cloud Voice is smart enough to break up analysis by who is speaking. So you can also monitor for keywords spoken by your agents. For example, you can make sure they’re never saying “guarantee” or “full refund”. Finally, AWS also has an amazing set of data points that you can use for coaching purposes.

Is Amazon Connect also providing the toll-free numbers, or do I go through my telco and point the toll-free numbers to Amazon Connect landing numbers?
Amazon Connect provides both toll-free and DID (direct inward dialing) numbers.

Are there dashboards that show you a more at-a-glance view of everything that is going on?
Out-of-the-box dashboards are provided in Amazon Connect, which provide queue performance metrics in real-time and agent views. Should you need a more customized view, dashboards can be created on-the-fly.

Are there live metrics dashboards for supervisors available in Salesforce, or is it only in AWS Connect at this time?
The current Salesforce real-time metrics are confined to the Omni Supervisor view , which provides specific agent information and does not encompass the overall real-time metrics in the contact center, i.e. Queue information. Queue metrics can be found in the AWS Amazon Connect dashboard. Additional dashboards can be easily created using the Amazon Connect dashboard.

For organizations that would like to have visibility into the queues via the Salesforce interface, GearsCRM does have an in-house analytics team, and would be happy to discuss your options for pulling the data into Salesforce.

Why not use Amazon Connect with Open CTI?
With SCV, Salesforce has started the process of bringing all the channels in the call center together using standard objects to bring consistency and best practices across all implementations of CTI. The well-developed integration with Amazon Connect and Salesforce provides a quicker implementation for organizations wanting to make changes to an overall cloud-based Contact Center solution, without the delays that some Open CTI solutions may suffer.

As always, if you’re looking to get started with Service Cloud Voice, we would love to help.  Please fill out the form below, and one of our Solution Architects will be in touch.

Get Started with Service Cloud Voice

Harry Radenberg

Harry is the President and founder of GearsCRM, with more than 15 years of experience working with the Salesforce platform. Outside of Gears, Harry enjoys debating Star Wars and Marvel with his son and sharing music and videos with his daughter. He is an avid racquetball player, bleeds Dodger blue, cries Jets green and always tries to find spare time to read a good fiction novel.

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