Vonage for Service Cloud Voice

Vonage for Service Cloud Voice integrates Vonage Contact Center (VCC) with Salesforce's Service Cloud Voice. For information about Service Cloud Voice and its benefits, see Service Cloud Voice (Salesforce help). Vonage for Service Cloud Voice enables Salesforce to deliver these benefits using VCC. For example, when a customer calls in, Vonage's transcription capabilities turn the customer's and the agent's speech into text. The agent can view this text alongside customer data in the console. They can then deliver a personalized experience based on factors like the customer’s purchase history, warranty information, or past interactions across channels. With the call converted to text, Einstein AI will be able to provide recommended knowledge articles, and next best actions to the agent.

Your existing integration between Salesforce and VCC should not change much, if at all, and continues to provide the existing benefits. Service Cloud Voice just provides a possible alternative to how Salesforce and VCC work together to provide benefit to your contact center.

You can use Service Cloud Voice with existing interaction plans, users, and contact numbers. We recommend that you review your VCC implementation to understand what changes need to be made, if any, to take advantage of Service Cloud Voice. For example, you may want to associate the objects that currently pop with the new voice call object.

Pure vs. hybrid modes of using Vonage for Service Cloud Voice

When you have configured your VCC account for Service Cloud Voice, you can choose for all of your agents to use SCV, or for some to still use ContactPad with the VCC and Salesforce integration. The different modes are:

• Pure. All of your VCC agents are using Service Cloud Voice.
• Hybrid. Some your VCC agents are using Service Cloud Voice and some are using ContactPad with the VCC and Salesforce integration.

The following features are available in the different modes:

Feature	Pure	Hybrid
SCV Voice Call object creation for voice calls
Task creation for voice calls

Transcription

If SCV is enabled for your account, Vonage transcribes agents' calls if transcription is enabled for individual agents. Call transcriptions appear in Service Cloud Voice in real time during the call. Vonage uses the Google Cloud Speech-to-Text API to transcribe the calls. Vonage can therefore transcribe calls in all the languages that the API supports. For a list of supported languages, see Language support (Google help).

External Routing

If SCV is enabled and configured in your account and you have integrated VCC with Salesforce external routing, agents can transfer chats to another agent or interaction plan using SCV.

For information about integrating VCC with Salesforce external routing, see Configuring Salesforce external routing for Vonage Contact Center. When an agent transfers a chat using SCV, they are presented with a list of Salesforce queues or agents they can transfer the chat to. If an agent selects a Salesforce queue, then this chat will flow through the corresponding interaction plan which that queue maps to. For more information on how to map a Salesforce queue to an interaction plan, see the Enabling Salesforce external routing in VCC section in Configuring Salesforce external routing for Vonage Contact Center. The interaction plan can tag the transferred chat with required skills and deliver it to the most appropriate agent.

Limitations