Neil Charles Armstrong: My name is Neil.
And I'm a service cloud solution engineer here at Salesforce.
And I'm going to talk to you today about Service Cloud Voice.
And how we can integrate telephony into the world's number one service solution.
Before I kick off, it's very important to understand I'm going to be talking about
a lot of exciting new features that are coming in the roadmap for
Salesforce today.
So it's always important to remember to make all purchasing decisions
based upon currently existing technology.
So why are we here today?
We all know that our customers are wanting to
talk to us across a number of different channels.
An average of up to ten different channels for
every customer that they're engaging with us on.
But despite the proliferation of all of those other exciting digital channels,
93% of customers are still reaching out to companies by telephone,
and 95% of our customers, you,
are still talking to customers on the on the telephony channel.
What's important there is that actually we need to make sure that
through the service experience, we're delivering that consistent customer
service experience that's been given on those other channels in the past.
On to that telephony experience for those customers and for your agents.
We feel at Service Cloud that it's time to do more with telephony.
Telephony's been left out of the AI revolution
that's happened on the service platform in the last few years.
The conversation between the customer and agent has become disconnected
from all of the incredible power on the Salesforce platform.
And it's really challenging for contact centers to implement and
integrate all of those channels into a single system.
That's something that we think we can make a change to.
And that's why we're here talking to you today about Service Cloud Voice.
And why is that important?
It's important because when we think about the things that matters to our customers,
to our agents and to you as a business.
80% of our customers that are talking to companies are identifying the speed and
convenience with which they are receiving service as being the most important thing
in terms of defining their experience and customer satisfaction.
36% of all agents are saying to us that they're having to toggle to
too many screens, Alt+Tabbing out to a telephony system or
to other channels of conversation.
Why can't we make it a single pane of glass for them?
And why does that matter to you as a contact center, as an organization?
Because that all drives cost, drives cost opportunity for efficiency as well
as customer experience and and a greater opportunity with customers going forward.
That's why we're announcing Service Cloud Voice.
Intelligent telephony natively integrated
inside of the Salesforce Service Cloud Console.
Service Cloud voice is going to allow us to bring the power of Einstein
to the phone call, to the agent, and to the customer.
We can integrate telephony and route all of our phone calls on a single platform.
No more having to jump between separate phone, Omni-Channel and
all the different channels.
We can now go online on Omni-Channel and
receive all of our conversations in one place.
It's going to boost our agent productivity by allowing us to use
all of those powerful service cloud tools to reduce average handle time and
improve the quality of our customer conversations.
It's going to allow us to leverage that voice transcription
to actually surface AI powered agent recommendations.
How can we have Einstein listening to the conversation the customer's having,
making recommendations of knowledge articles, next best actions and
other things that might help the agent to offer that great customer service?
And then finally, it's going to offer visibility
in one place across all channels to our supervisors.
Allowing them to go into a single system and manage all of their team across all of
their channels and assist in all of those conversations that are going on.
Neil Charles Armstrong: So how are we going to do that?
Well, that's why when we talk about Service Cloud Voice, we're releasing this
as an add-on package to the service cloud that you already on today.
Living alongside the great tools that you've got with Digital Engagement and
Einstein for Service.
You'll be able to plug on Service Cloud Voice and start to experience all of these
great tools and capabilities for your agents and your customers
inside the platform and the single pane of glass that you're working with today.
Excitedly, Salesforce is going to be partnering with Amazon Connect to be
actually delivering a pre packaged version of this.
Making it quick, easy, and simple for you to set up a reliable and
scalable telephony solution.
But as well, we know that many of our customers are working with
a number of different excellent and exciting telephony vendors.
And so what's important, as well, to us is that all of these capabilities and
packages will be deliverable as well through your own CTI partner should
you'd be willing to set it up.
Allowing all of our customers the ability to say regardless of which telephony
vendor you're on, pre packaged if you want to, so you can quickly set it up in, say,
Salesforce.
Get going with all of the great Service Cloud Voice capabilities to deliver that
efficiency, to deliver those capabilities to the supervisor.
So I'm going to walk you through a quick demonstration today.
We're in experience for our customer Robert.
Robert is an amateur astronomer who's recently purchased the telescope.
He's off camping and
he wants to go and view the local meteor shower that's about to be happening.
He bought a telescope on the Salesforce commerce cloud experience.
The incredible experience that allows brands to actually deliver
commerce through any channel that customers want to.
But he's having a bit of trouble today focusing his telescope.
So he reaches out, presses that channel menu, and places a phone call to NTO,
connecting up through Service Cloud Voice to Salesforce.
He talks to the IVR and tells it what it is that he's actually asking about.
Where it can take that information to intelligently route the conversation to
our agent, Nupur, who's logged into our service cloud desktop.
Now, what do you see here?
You see here a single Omni-Channel experience, where Nupur is able to go
online and receive conversations across every single channel,
whether it's chat, email, telephony, or now voice.
And that phone call has been intelligently routed to Nupur, where she can happily and
excitedly accept the conversation inside her console.
No more having to Alt+Tab out to external systems to handle it.
When that voice call pops up, what's going on?
Well, firstly, she's presented with a 360 degree view
of Robert's customer experience.
We can see all of his purchase history on the online commerce experience, including
that telescope that was last bought, as well as all of his loyalty information.
Powered by MuleSoft and by the customer 360 degree platform.
And when we're ready to talk, start that our conversation,
we notice that Einstein is automatically transcribing the conversation
inside the desktop experience for Nupur.
In the past, the connection between telephony and the service was the agent,
they had to take notes and categorize everything that the customer was saying.
Now, as an agent, we can focus on the conversation,
allowing Einstein to automatically record everything that's going on.
Robert mentions he's having some problems with focus, and what happens?
Einstein realizes and
recommends a knowledge article on the right hand side here.
That's helping Nupur to know how to solve Robert's problem as quickly and
efficiently as possible.
And Nupur can share that article with him, either sending a text or
talking through it, fantastic.
But then as as as Robert starts going on and
talking, we start to gain other insights and start picking up other things.
Robert actually notices and
mentions, well, it's great that we fixed it, but I wear eyeglasses and
I'm having difficulty kind of understanding how to actually use it.
Well, Einstein's picking up upon that, again,
walking me through another knowledge article and recommending that.
And then finally, going in and actually recommending actions we can take as well.
There's an opportunity to to sell Robert an extra tripod here that might
help with getting him that better experience.
So Nupur could talk him through that experience.
Robert can say, yes, he really wants to,
and Nupur can send out a text message to Robert just to let them know so
that he can go back on to that commerce experience and make the purchase.
What's great here, as we think about all of this,
that entire experience inside the desktop, delivering recommendations to Nupur.
But then as she wraps up the call,
Einstein case wrap-up is still at work, automatically categorizing and
filling out all the fields about what was happening on the case.
No more again does Nupur have to waste time documenting it.
She can have that automatically happening, including the recording, so
that she can get on to the next phone call and help the next customer.
So let's pivot and think of it as from the perspective of Daniella.
Daniella is our supervisor, and she wants to be able to manage all conversations and
all of her team in one place.
So now she can see across all those channels that we talked about, chat,
email, and now voice, what all of our agents are doing, and
she can drill down in and monitor Nupur's call.
Not only Nupur's call, but actually multiple phone calls simultaneously,
because we're watching it as a transcription.
She can look at what's going on and offer some timely suggestions to try and
help coach Nupur as to how best
to provide service to the customer that she's working on.
Getting all of that insight in one place, really powerful for
helping a manager to deliver the efficiency.
So to recap what we talked about, we've talked about how we can be delivering
telephony natively inside the Salesforce platform alongside all of those other
channels, in a single experience for the agents and for the customers.
And finally, we've talked about how we can be delivering it
from a management point of view, again in a single experience and a single system.
What's that going to do?
It's going to reduce the amount of systems that our agents are having to use.
It's going to allow our agents to spend more time focusing on
excellent customer service experiences, excellent customer service conversations.
And it's going to allow our call centers and our management team
to focus on delivering excellent customer service across their entire team and
across all channels.
So, I would like to thank you very much for your time today, and
invite you to come learn a little bit more about the exciting new release that's
going on with Service Cloud Voice by going to salesforce.com/service.