Service Cloud Voice

Integrate Amazon Connect and Salesforce

Use AI Powered Voice for Unrivalled Customer Service

Service Cloud Voice

Native Voice Channel
Remove legacy Telephony systems and integrate all voice and digital messaging interactions within the Service Cloud console
The Power of AWS
Utilise Amazon Connect features like intelligent call routing, Amazon Lex, voice recording and sentiment analysis
Agent Enhancement
Provide an embedded telephony soft client, with screen pop ups providing the context of call and information including customer details and case history​.
Integrated Reporting
Enable supervisors to have real-time visibility of call routing, agent calls and the ability to be notified of calls in progress that may require assistance or coaching.

Why Use Service Cloud Voice?

Build a Seamless Customer and Agent Experience

The capabilities of Amazon Connect and Service Cloud enable you to build a personalised and dynamic customer journey from voice call to resolution.


Agent Experience


Average Handle Time


Agent Productivity


Contact Centre Purchasing

Service Cloud Voice Demo

Get in touch to arrange a live demo

Service Cloud Voice - “Small Business Package”

Avran offers Service Cloud Voice Deployment Services from £7500
Discovery and Requirement Definition
We will assess the current estate and provide a technical evaluation and deployment options
Solution Design and Documentation
We will design and document the solution to include agreed IVR and contact flows
Service Cloud Voice Build and Test
We will build an Amazon Connect instance and integrate it with Salesforce according to the agreed design
Go-Live Support
We will support go system go live and any number porting

Questions and Answers

You can find answers to some of the most frequently asked questions here, so feel free to send us a message if you do not find what you are looking for.
What is Service Cloud Voice ?

An 'out of the box' integration providing cloud based PSTN and ACD capability​ for Salesforce agents. The Amazon Connect voice channel functions in unison with web and social channels via an embedded telephony soft-client within the salesforce agent experience. Screen pop ups within the salesforce desktop provide the context of calls and information including customer details and case history​. Agents can also click to dial a number within their contacts. Supervisors have access to real-time views of call routing, agent calls and the ability to be notified of calls in progress that may require assistance or coaching. Easy access to Amazon Connect capabilities such as intelligent call routing, Natural Language IVR (Amazon Lex), voice recording and sentiment analysis. The ability to build personal and dynamic customer experiences based on data retrieved from CRM via API calls​.

How much does Service Cloud Voice cost ?

Service Cloud Voice licensing is purchased from Salesforce. Contact your Salesforce representative for pricing. List pricing is available here

Service Cloud Voice with Amazon Connect Pricing -

What are the benefits of Service Cloud Voice ?

Simplify Contact Centre telephony purchasing, setup and management. Legacy PBX/Contact Centre equipment can be removed along with the need to jump between unconnected platforms.
Provide an enhanced customer service and employee engagement experience by enabling integrated workflow capabilities between Amazon Connect and Salesforce
Effectively route and resolve customer issues​ by increased self-service using A.I and automation​
Store and report on all voice and digital contacts within the Salesforce console

Do you have more questions? Contact Us.

See Amazon Connect In Action

Arrange A Live Demo
crossmenuarrow-right linkedin facebook pinterest youtube rss twitter instagram facebook-blank rss-blank linkedin-blank pinterest youtube twitter instagram