Salesforce Service Cloud Voice
Integrate a telephony service natively into your CRM and exploit the data collected in real time.
Intégrez vos appels téléphoniques avec Salesforce Service Cloud Voice
Streamline your call management directly within Salesforce using Salesforce Service Cloud Voice! Make your agents’ jobs easier by enabling them to place and receive calls right from the agent console, without ever having to leave Salesforce. Plus, get instant access to customer data.
Explore a user-friendly, omnichannel, all-in-one solution.
Unify data and communication channels
Easily bring all your communications—phone, SMS, email, social media, and chat—into one place with Salesforce Service Cloud Voice. Offer your agents a complete, 360-degree view of customer interactions for seamless omnichannel management, creating an unmatched customer experience.
Make every touchpoint a chance to boost customer loyalty and satisfaction.
Automate and accelerate with artificial intelligence
Harness the power of Salesforce Service Cloud Voice combined with artificial intelligence to instantly transcribe conversations, offer agents context-specific suggestions automatically, and analyze phone interactions to keep elevating your customer service quality. Utilize our AI models to extract valuable insights from your calls logged in Salesforce.
Manage your calls differently
Give your supervisors the upper hand with real-time tools to oversee calls, step in when needed, and provide constructive feedback based on agent performance through Omni Supervisor features.
Dramatically enhance the training and support your service team receives.
Customers worldwide
Years of voice expertise
Native Salesforce integration
Diabolocom phone system integrates with Salesforce Service Cloud and Sales Cloud to provide a more personalized customer experience
Real-time cards
Personalize your customer interaction with an instant screen pop contact card. Access customer information and caller account history before picking up the call.
CRM-based intelligent routing
Salesforce CRM Data is used to qualify, prioritize and route your calls.
Click-to-call
Start any outbound call with the click-to-dial feature. Directly handle incoming call pop-ups on your screen.
Data & report
Real-time feedback, call tracking and recording, reporting with data analytics to improve call center performance and management.
Selfservice
Automate various requests and save time and energy on managing your customer’s data.
Contact card and object display
Display pop-ups on Salesforce custom and standard features for a better agent experience.
External Routing for Omni-Channel
Integrate external routing for omnichannel using Salesforce standard APIs and streaming APIs. This feature is supported in both Salesforce Classic and Lightning Experience.
APIs library
Experience Salesforce and Diabolocom’s choice of APIs to elevate your customer interactions.
Native integration with High Velocity Sales (HVS)
By coupling HVS with your phone system, you can easily create cadences to structure your customer journey.
Frequently Asked Questions
How does Salesforce Service Cloud Voice integrate with Diabolocom?
The integration of Salesforce Service Cloud Voice with Diabolocom is based on the use of a library of public APIs provided by Salesforce. This approach enables Diabolocom, as a voice software vendor, to develop a sophisticated integration directly into Service Cloud Voice using these APIs.
One of the key features of this integration is the incorporation of the voice management banner within the Salesforce Omnichannel banner. This means that calls are managed directly in Salesforce’s Omnichannel banner, which then redirects calls to Diabolocom via the APIs mentioned. Diabolocom operates as a back-office application, enabling a seamless, integrated user experience.
What are the benefits of Salesforce Service Cloud Voice integration for a contact center?
Salesforce Service Cloud Voice integration boosts contact centers by enabling the creation of personalized workflows and efficient call routing directly in Salesforce, optimizing the management of customer interactions.
What's the difference between Salesforce Service Cloud Voice and Open CTI?
Open CTI enables telephony vendors to integrate a call management banner into Salesforce, known as the “CTI banner”. This facilitates flexible, customizable call integration, and enables the full functionality of the telephony solution to be used. In Open CTI mode, the CTI banner coexists with Salesforce’s “Omnichannel banner”. The two panels interact through status synchronization and routing delegation.
In contrast, Salesforce Service Cloud Voice offers a more integrated and sophisticated approach, incorporating call management directly into Salesforce’s “Omnichannel Band” via APIs, for a unified and enriched user experience. This latest solution leverages Salesforce’s advanced capabilities, including artificial intelligence via Einstein Intelligence, to analyze interactions and deliver valuable insights, optimizing decision-making and operational efficiency. It also takes advantage of “Supervisor Omni” for an omnichannel vision.
