Service Cloud Voice
Natterbox, the telephony partner of choice for Salesforce Service Cloud Voice.
Transform your customer service experience with Service Cloud Voice and Natterbox. Seamlessly integrate your telephony with Salesforce CRM to record, transcribe, and summarize every call using AI technology. Utilize Service Cloud Voice alongside Natterbox Remote Assist for swift issue resolutions through camera and screen share functionalities. Additionally, empower your business with two-way SMS communications between you and your customers. With Voice, SMS, and Video capabilities, Natterbox and Service Cloud Voice offer a comprehensive multi-channel solution for both your service and sales teams.
Elevate Your Telephony Integration with Salesforce Data
Empower your voice communications as a primary digital channel optimized for the Salesforce platform through the seamless connection of your telephony system with Service Cloud Voice. Whether you choose to retain your current provider, integrate with Microsoft Teams, or leverage Natterbox’s cloud PBX solution, unlock comprehensive insights by recording, transcribing, and summarizing every conversation using AI technology. Gain unparalleled visibility into all interactions shaping your business landscape.
Empower Smarter & Faster Issue Resolution
Give your service team a faster and smarter way to handle calls, from anywhere by integrating telephony and routing calls all on one platform. With tools like video Remote Assist, on-call recommendations, workflows, and automatic call Wrap-Up, all powered by real-time call transcriptions.
Build Loyalty with Every Phone Call
Empower your service teams to deliver personalized, smart service with partner telephony integrated in Customer 360. Pairing your customer data with an intuitive drag and drop IVR builder to create seamless experiences that build long-lasting loyalty, without ever needing to leave the Salesforce platform. Better handle call volume, speed up call resolution and raise CSAT.
Supervise Teams in Real-Time from Anywhere
Monitor calls and capture insights to assist and coach your service teams, no matter where your agents are working. Leveraging voice transcription to surface AI-powered agent recommendations, taking the guesswork out of quality assurance, and ensuring you always deliver a 5-star service.
Simplify Your Operations with WFM
Contact centers face growing challenges in optimizing their workforce to meet fluctuating demand. Natterbox partners with Playvox, a leading provider of workforce management (WFM), to enable managers to optimize agent scheduling, improve forecast accuracy, and enhance overall operational efficiency.
Bring together CRM, Voice, SMS, Video, and Conversational Intelligence with Natterbox and Service Cloud Voice
Key Features
Native Salesforce Integration
Scale and manage your global business phone system, without ever needing to leave the Salesforce platform.
AI-Powered Voice Transcription
Record, transcribe, and automatically summarize every call with Natterbox AI providing actionable feedback inside Salesforce.
Full Telephony Compatibility
Choose between staying with your existing provider, integrate with Microsoft Teams, or use Natterbox’s own cloud PBX.
Intelligent IVR
Leverage your customer data using an intuitive drag and drop IVR builder within Salesforce, using clicks not code.
Call Disposition Codes
Create and report on a customized set of disposition codes so you have a clear record of the outcome of every call.
SMS
2-way SMS conversations brought directly to your agents for streamlined communication and issue resolution.
Post-Call CSAT Surveys
Enable customers to rate interactions they’ve had with your agents following calls to track customer satisfaction.
Virtual Queueing
Enable your customers to hang up the phone and receive a callback when they reach the front of the queue.
Remote Assist
When a simple phone call isn’t enough, seamlessly enable screen and camera sharing for one call issue resolution.
Select the Right Plan for you
SERVICE CLOUD VOICE PRO
Fully-featured solution for small to midsize contact centers and sales teams.
Features:
-
IVR, Auto Attendant, & Hunt Groups
IVR, Auto Attendant, & Hunt Groups
Streamline call management with an intuitive Policy Builder, easily direct calls to the right department, and use configurable hunt groups.
-
Call Recording
Call Recording
Automatically record calls, store them securely, and access them from directly within Salesforce.
-
Native Service Cloud Voice Embedded Dialer
Native Service Cloud Voice Embedded Dialer
Enhance your productivity by providing intuitive call controls and one-click actions to call and pop customer information.
-
Listen-in, Barge, & Whisper
Listen-in, Barge, & Whisper
Enhance training and call quality with capabilities to listen-in discreetly, barge into calls, and whisper guidance to agents.
-
Native Salesforce Reports
Native Salesforce Reports
Leverage out-of-the-box Salesforce reports that track detailed metrics including dials, talk time, and call abandonment rate.
-
Real-Time Dashboards
Real-Time Dashboards
Customize wallboards for a live view of performance against SLAs and key metrics.
-
24/7 Support
24/7 Support
Enjoy anytime access to our dedicated support team.
SERVICE CLOUD VOICE PREMIUM
Next-level voice features that facilitate more personalized conversations.
Everything in PRO, PLUS:
-
Advanced Contact Center
Advanced Contact Center
High-end contact center features, like Automatic Call Distributor, enables you to create highly personalized customer inbound call journeys.
-
ACD & Call Queues
ACD & Call Queues
Optimize call delivery and agent availability with Automatic Call Distribution and customizable Call Queue configurations.
-
Skills-Based Routing
Skills-Based Routing
Deliver the right call to the right agent based on a series of custom skills and expertise.
-
Salesforce Dynamic Routing
Salesforce Dynamic Routing
Achieve truly personalized routing by using your Salesforce data to route calls based on agents’ skills, account owners, opportunity/case owners, and more.
-
Enhanced TTS
Enhanced TTS
Deliver advanced customer insights with enhanced text-to-speech options for more effective communication.
-
Web2Lead
Web2Lead
Instantly connect your sales reps to prospects as soon as they show interest on your website.
-
Email, SMS, and Chatter Alerts
Email, SMS, and Chatter Alerts
Trigger notifications to your customers or agents to, for instance, confirm a payment or the date of an appointment.
-
Local Presence Dialing
Local Presence Dialing
Choose the best number to display to increase call pickup rates.
-
Post-Call CSAT Surveys
Post-Call CSAT Surveys
Enable customers to rate interactions they’ve had with your agents following calls to track customer satisfaction.
SERVICE CLOUD VOICE ENTERPRISE
For companies that need advanced configuration and want full service.
EVERYTHING IN PREMIUM, PLUS:
-
Conversational Intelligence Package
Conversational Intelligence Package
Take advantage of the customer insights and trends with the recording, transcription, & AI summarization of every call w/ advanced keyword & filtering capabilities.
-
AI-Based Call Coaching
AI-Based Call Coaching
AI-powered analytics engine that highlights calls that require attention, taking the guesswork out of quality assurance and provide actionable feedback.
-
Advanced Custom Call Flows
Advanced Custom Call Flows
Our voice experts will work with you to build highly personalized customer experiences to deliver the greatest speed to value.
-
Ongoing Optimization
Ongoing Optimization
Ongoing optimization and configuration of your Natterbox setup as your priorities and business needs change.
-
Quarterly KPI Business Reviews
Quarterly KPI Business Reviews
We’ll meet with your leadership team quarterly and present the details of how Natterbox is impacting your business.
-
Priority Customer Support
Priority Customer Support
If you ever have a question or need help, your requests go to the top of the queue for immediate response and resolution.
-
Dedicated Success Manager
Dedicated Success Manager
Receive a dedicated Customer Success Manager for optimization and year-round customer success.
Interested to know more about the #1 telephony partner for Salesforce?
Speak to one of our call center experts today to help get you started!
