Service Cloud Voice Primer

What is it and what are the benefits?

The Salesforce ecosystem powers the Sales and Service engines at some of the world’s largest companies. Historically, organizations have had to rely on third-party providers to integrate voice—one of the most vital channels of communication—into this platform. However, there is now a native option available, thanks to Salesforce’s collaboration with AWS. By integrating telephony directly into omnichannel, customer support workers have everything they need to deliver personalized, proactive services seamlessly in a single workspace.

While named Service Cloud Voice, this new solution can actually be used for both Sales and Service. It can route inbound sales calls effectively, log transcripts, send call cadences, and even power entire contact centres, all while integrating with the broader Salesforce ecosystem.

What is Service Cloud Voice?

Service Cloud Voice is an innovative telephony system that pre-integrates Amazon Connect with Salesforce, providing a voice solution that allows businesses to give a fantastic phone experience to prospects and consumers regardless of where agents accept calls. This add-on paid feature was previously only available in Service Cloud, but with the Winter ’21 release, it was also made available for Sales Cloud.

Salesforce Service Cloud Voice (SCV) integrates telephony with Salesforce to provide simplified sales and service, omnichannel visibility for management, and AI-driven insights for a better phone-based support experience.

Those experienced in the industry may point out that there have been third party voice integrations and telephony for Salesforce for years – so why does this integration matter? Well, aside from ease of implementation and native connectivity, for many concerned, deploying SCV is much simpler from a procurement and security review perspective. Salesforce is already a well known, trusted vendor, they’re typically already approved by procurement, and the solution itself has the backing of both Salesforce and AWS, two organizations that IT and security departments tend to trust more than lesser known vendors.

Who needs Service Cloud Voice?

In this digital transformation era, standards are rising and customers expect you to be everywhere and accessible through several channels. This means that many businesses must integrate telephony to provide a comprehensive sales and service experience.

In the past, Salesforce provided an Open CTI SDK that allowed any telephony vendor to build a connector with their system and Salesforce. With this, most providers added no new functionality or value other than configuring the connection points. However, since Salesforce has developed a native experience called Service Cloud Voice that fully integrates the phone experience within Salesforce and replaces the Open CTI connector, we can now use this to modify and personalize solutions in a way that would have previously been difficult or even impossible.

What are the Benefits of Service Cloud Voice

Salesforce Service Cloud Voice and Amazon Connect enable real-time collaboration between sales team members, supervisors, contact center agents, prospects and customers, resulting in faster, more personalized service from anywhere at a cheaper cost. This solution offers sales teams and contact centers the following benefits:

Simplified implementation and integration:  The pre-packaged and pre-configured solution makes setting up a cloud-based contact center in minutes, eliminating the need for heavy lifting in traditional implementations.

Streamlined omnichannel operations: The Service Cloud Console integrates oral and digital communication channels, providing access to productivity tools – like real-time transcription – and AI.

Increased agent productivity: Intelligent Call Routing can allow agents to manage calls efficiently, lowering average handle time, data entry, and call wrap-up time.

Supervisor visibility in real-time: Supervisors can observe incoming and ongoing calls with digital chats for real-time routing and assistance.

Improved customer experience: AWS AI/ML services deliver real-time call transcription, allowing agents and supervisors to use Einstein for Service to provide personalized experiences with knowledge articles, next-best actions, and suggestions. The more effective customer interactions can lead to improved customer satisfaction and ultimately, increased sales.

Access to more than 175 AWS services: Service Cloud Voice Integrates seamlessly with storage, analytics, and other AWS services to enhance value and capabilities.


Salesforce’s Service Cloud Voice is a game-changer, providing a fully integrated, native voice solution that can streamline operations and improve customer experiences across Sales and Service organizations alike. The integration of Amazon Connect with Salesforce has elevated the standard for sales and service by offering a solution that is easy to implement, increases agent productivity, and enhances customer satisfaction. By embracing this digital transformation, businesses can deliver real-time, personalized service from anywhere, thereby meeting the rising expectations of customers in the digital age.

Stay tuned for the second instalment in this blog series where we review exactly how to deploy SCV in your organization.

Want to talk about SCV and how it could help your business. Get in touch! We love talking about all things Salesforce.

You may be interested in

Leveraging Data to Boost Bundling & Retention for Telcos

Telecommunications companies have access to an immense amount of data. This data, if properly harnessed, can become a gold mine of valuable insights. However, the challenge lies in the ability to unlock this wealth of information and convert it into actionable strategies that can help increase bundling , customer retention and overall ARPU (Average Revenue […]

Read More

Integrating Health Cloud and Data Cloud

Medical Record Management Challenges Medical record management poses several key challenges for healthcare providers. Most notably, ensuring the integrity and availability of patient health information, while remaining compliant with regulations such as HIPAA (Health Insurance Portability and Accountability Act). Healthcare providers must implement robust security measures to protect sensitive patient data from breaches and unauthorized […]

Read More

Sign up for the latest tips & news from CloudKettle

Thank you for subscribing.