Service Cloud Voice Integration
Natterbox, the telephony partner of choice for Salesforce Service Cloud Voice.
Today you can give all your customers a great phone experience no matter where your agents take calls. That’s because, with Natterbox and Service Cloud Voice, your telephony is one with your Salesforce CRM. So agents get a better experience and supervisors get enhanced visibility, driven by AI insights natively inside the Salesforce platform.
Unite Your Telephony with Salesforce Data
Make voice a key digital channel built for the Salesforce platform by connecting your telephony system to Service Cloud Voice. Whether you want to remain with your current provider, integrate with Microsoft Teams, or use Natterbox’s own cloud PBX, we can give you total visibility into every conversation happening around your business.
Empower Smarter & Faster Phone 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. Accelerate handle times with on-call recommendations, workflows, and automatic call wrap-up, powered by real-time call transcription.
Build Loyalty in Every Phone Conversation
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 and intelligence in real-time 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.
Real-Time Voice Transcription
Accurately convert voice to text with AI-powered audio transcription and provide 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.
Click-to-Dial
Make calls directly from Salesforce by simply clicking a customer record’s telephone number — no more manual dialing.
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.
Automatic Call Distributor
Connect calls to the best available agent through skills-based routing, case owner routing, and more.
Select the Right Plan for you
SERVICE CLOUD VOICE PRO
Fully-featured solution for small to midsize contact centers and sales teams.
Features:
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Native Salesforce Integration
Native Salesforce Integration
Native setup within Service Cloud makes it easy to manage your phone system from inside Salesforce.
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Phone Calls in Agent Workspace
Phone Calls in Agent Workspace
Phone calls surface alongside digital conversations in Salesforce Omni-Channel, keeping all your data in the same place.
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Real-Time Voice Transcription
Real-Time Voice Transcription
Accurately convert voice to text with AI-powered audio transcription inside Salesforce.
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Call Controls & Agent Presence
Call Controls & Agent Presence
Agents control their calls, as well as other digital channels, within the Service Console with presence being synced from inside the same workspace.
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Cross-Channel Supervisor Monitoring
Cross-Channel Supervisor Monitoring
Voice is visible alongside digital conversations to unify your data for complete visibility.
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Live Call Data Visibility for Coaching
Live Call Data Visibility for Coaching
Supervisors can monitor conversations in real-time to assist agents at any time from anywhere.
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Email, SMS & Chatter Alerts
Email, SMS & Chatter Alerts
Trigger notifications to your customers or agents to, for instance, confirm a payment or the date of an appointment.
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Native Salesforce Reporting
Native Salesforce Reporting
View all call data in Salesforce reports and dashboards - no need to leave the platform you already know and love.
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IVR & Call Routing
IVR & Call Routing
Easily design, build, and deliver unparalleled customer journeys with clicks, not code.
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Call Recording
Call Recording
Automatically record calls, store them securely, and access them from directly within Salesforce.
SERVICE CLOUD VOICE PREMIUM
Next-level voice features that facilitate more personalized conversations.
Everything in PRO, PLUS:
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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.
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Call Queues
Call Queues
Enable your customers' queue when there are more inbound calls than agents available, meaning you don’t lose important calls.
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Virtual Queueing
Virtual Queueing
Enable your customers to hang up the phone and receive a callback when they reach the front of the queue.
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Dynamic Routing
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.
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Web2Lead
Web2Lead
Instantly connect your sales reps to prospects as soon as they show interest on your website.
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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:
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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.
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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.
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Ongoing Optimization
Ongoing Optimization
Ongoing optimization and configuration of your Natterbox setup as your priorities and business needs change.
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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.
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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.
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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 voice experts today to help get you started!
