Answering Your Questions About Service Cloud Voice

Thanks again to everyone who was able to join us last week for Cut the Cord, our Service Cloud Voice (SCV) panel discussion. Service Cloud Voice is the contact center product from Salesforce, with fully integrated telephony powered by Amazon Connect (and a host of AWS tools).

We had many great questions come in after the webinar and thought it would helpful to recap the answers here as a resource for you.

What’s different about Service Cloud Voice?

Service Cloud Voice brings the communication channel everyone wants – phone calls – into the Salesforce cloud, where it enhances the customer 360 view in a powerful way. Now the agent can see a true and complete picture of their customer, showing all customer actions and information, including their equipment on site, techs who have visited, products they bought, account history and more! All of that information in one place and available for your contact center teams is a game changer. Nothing else is fully integrated like Service Cloud Voice. In addition. this product will benefit from the resources and improvements that Salesforce and AWS will provide, which makes it quite the future-proof solution.

What is the value of real-time transcription?

For agents, it helps reduce the burden of documenting the call and helps focus their attention on the customer.

For the customer, they won’t have to repeat information, like order numbers or spelling, because the agent can scroll back to the beginning of the conversation to grab that info to copy and paste.

For supervisors, multiple calls can be monitored. From a quality assurance perspective, if you are a very customer-centric company, you can flag certain undesired words, and if, for example, an agent says “I can’t” that call could easily be coached in real-time.

Just remember, everything from the second the customer dials your contact center to when they hang up is not only recorded, but also transcribed. And with the Amazon Connect customization options, if there are SLA5 that needs to be met, those can easily be accommodated too.

How does licensing and pricing work?

For licensing, Service Cloud Voice is essentially two parts. The first is an add-on platform license and the second is a choice of one of three platform minute bundles. Included in those platform minute bundles are supporting AWS services {like LEX Voice IVA, Call Recording, Call Transcription, Call Audio storage, and Lambda integration) as well. Since this is a fully integrated and equipped product, things like call recording are standard 00TB.

We always recommend to get final licensing info directly from your Salesforce AE, especially because they have a calculator tool that can help factor in your inbound minutes (including toll free), outbound minutes and number of agents, to help choose the platform minutes bundle that Ts right for you

What about my numbers?

Yes, you can port your existing number, and yes, you can get new DIDs and Toll Frees if you want as well (provided by Amazon Connect). Amazon calls it “claiming DIDs” and you can have a new number in virtually seconds. Billing for DID and TF minutes pulls from the platform minute bundle in Service Cloud Voice, and all billing comes from Salesforce {although telephony will show separately).

How can I dip my toe in without taking a risk on a new product?

We recommend choosing a small group of agents, or one team out of your center, to start with and once comfortable, go live with other groups across your organization. This is a very flexible and scalable product, so you can quickly and easily add or remove capacity. We have known of several retail customers that add capacity during the holiday season for example.

If you’re a telco expert, Salesforce guru, or AWS ninja, we’d love to hear what YOU think about this product! Send feedback to, we’re always looking for that one question we haven’t thought about yet.