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CX Suite for Service Cloud Voice

Deliver a unified customer experience within your CRM

Overview

Access the full power of CX Suite directly within Salesforce. Provide seamless customer journey and enhance your employee experience and efficiency.

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  • Bring CX Suite’s telephony management and voice routing engine directly into Salesforce.

  • Agents can place outbound calls, handle incoming calls, transfer, hold, resume, record, and end calls : all without leaving Salesforce.

  • Keep agent statuses fully aligned between Salesforce and CX Suite (availability, break, busy, and task).

  • Seamlessly authenticate your agents, users are automatically synchronized with their profiles, skills, and organisations.

  • Leverage CX Suite’s routing rules and orchestration to deliver the right interaction to the right agent.

  • Exploit the full potential of CX Suite including business rules management and journey builder.

The CX Suite Connector for Service Cloud Voice enables agents and supervisors to use CX Suite’s telephony and interaction-management capabilities directly within Salesforce. CX Suite is a cloud platform dedicated to customer-relationship transformation. It centralizes calls, written interactions, skills, routing, and essential operational data, and it natively embeds AI to optimize processes and improve customer experience. The integration is designed to: - streamline voice interactions within Salesforce, - synchronize agent status and call events in real time, - enable secure provisioning and authentication between systems, - offer a unified agent experience without switching tools.

Categories

Business Needs
Customer Service
Agent Productivity
Telephony
Personas
Service Agent / Supervisor
Features
No Limits
This product's apps, tabs, and objects don't count against your Salesforce org limits. Learn More in Help
Lightning Ready
Optimized for Salesforce orgs that use Lightning Ready.
Agentforce
Agentforce solutions are customizable, conversational, AI assistants. They boost Salesforce user productivity in a safe way by facilitating everyday business interactions across a wide range of workflows and tasks. Learn More
Multiple Currencies
Supports Salesforce orgs that use Multiple Currencies.
Person Accounts
Supports Salesforce orgs that use Person Accounts.
Salesforce Shield
Supports Salesforce orgs that use Shield.
Managed Package
This product is installed in your Salesforce org as a managed package and receives automatic upgrades.
Lightning App Builder
Ready to use in the Salesforce Lightning App Builder.
No Limits
Lightning Ready
Agentforce
Multiple Currencies
Person Accounts
Salesforce Shield
Managed Package
Lightning App Builder