Salesforce Service Cloud Voice

Aircall for Service Cloud Voice is the customer communication and intelligence solution that helps support teams deliver faster, more personalized service.

With this integration, Aircall brings powerful voice capabilities directly into your Salesforce Service Cloud Console, giving agents everything they need to handle calls and deliver exceptional service. AI-powered tools such as real-time transcription and sentiment, Einstein Next Best Action, and call summaries allow support teams to resolve issues with a deep understanding of every customer—all in a single, intuitive platform. 

Benefits of Integrating Aircall with Service Cloud Voice

1. Maximize customer satisfaction with personalized service: Resolve issues faster through intelligent routing and agent guidance, all within Service Cloud Voice's native console.

2. Boost agent productivity: Eliminate manual work with real-time transcription and AI-suggested next steps, cutting resolution and wrap-up times.

3. Optimize operational efficiency: Salesforce customers who use Aircall benefit from faster implementation, intuitive workflows, and transparent pricing that delivers exceptional ROI.

4. Drive growth with actionable insights: Leverage AI-powered, omni-channel conversation analytics for improved service team performance and a 360° view of your customer experience.

Integration Features: 

Make and receive calls directly in the SCV Platform: Agents can access Aircall’s voice capabilities without having to leave the contact center by using the Omni-Channel phone widget. Initiatiate outbound calls by clicking or dialing, answer incoming calls, and manage active calls with controls for hold, mute, and end—all without interrupting the flow of work. 

Voicemail Drop: Agents can pre-record and quickly drop voicemails into recipient mailboxes when outbound calls are unanswered, driving agent efficiency and ensuring consistent messaging across customers. 

Streamline Call Transfers: Display agent availability and capacity in the Transfer interface, allowing users to route calls to available and capable agents and reducing transfer failures. Warm transfers let agents quickly brief the next agent with all the relevant customer context for a smoother customer experience. 

Log Aircall AI Insights in the VoiceCall Record: Aircall AI Insights, including key topics, call summaries, and sentiment analysis, are automatically logged in the VoiceCall Record, turning conversation details into actionable customer data. 

Real-time transcription and call sentiment: Support teams instantly get an unbiased view of customer satisfaction on every call, so they can appropriately handle each case and deliver consistent service. Plus, recorded calls allow for immediate agent feedback and coaching opportunities.

Frequently Asked Questions: 

1. What plans are required to use this integration? 

   1. Users must be on the Aircall Professional Plan and have Salesforce Service Cloud Voice licenses. To use the Service Cloud Voice integration, there is an additional $30/user/month add-on. Additional AI features, including sentiment analysis, call summaries, and action items, can be added on for $9/per user/month. Please see Aircall’s pricing page for more information. 

2. How do I set up the integration? 

   1. Full instructions are available here, or on the right side of this page under Links.