Voice: Now Available in Sales Cloud, API Toolkit, Process Automation Tools, and Collaboration and Usability Improvements

Bring the power of natively integrated Voice telephony to Sales Cloud. Build solutions for your business with the Service Cloud Voice Toolkit API and packageable custom fields. Increase your contact center’s efficiency with process automation tools such as macros, quick actions, Lightning flows, processes, and workflows. Increase agent productivity with faster setup, collaboration tools like Chatter, and usability improvements to the call transfer interface, call recording component, call recording player, and voice call record page. Let your agents pause call recordings to protect customers’ private information.

Amp Up Sales Cloud with Voice
Amplify your sales teams with Voice, the Salesforce intelligent native telephony solution. Salespeople can talk with your customers using an intuitive softphone that combines the power of Amazon Connect, including real-time call transcription. Bring voice calls and your digital channels together so your sales representatives can reach customers at the right time using the channel that customers prefer.
Spend Less Time Setting Up Voice with Improved Setup
Get your contact center up and running even faster thanks to the improved setup experience in Service Cloud Voice. The updated Voice Setup page guides you through the setup steps. And several steps previously required to configure your Amazon Connect instance are now automated.
Recommend the Next Best Action for Agents with the Service Cloud Voice Toolkit API (Generally Available)
Leverage your company’s knowledge of the customer to suggest the best action for an agent to take so you can retain customers and increase customer satisfaction. Empower your agents with intelligent recommendations in the Einstein Next Best Action component and the Actions & Recommendation component based on information in Voice Call records and call transcripts. Use the events for call state changes, such as start call, end call, mute, and hold, to build event-driven solutions. Use the APIs in the Service Cloud Voice Toolkit to push context-sensitive recommendations based on field values in the call record and keywords in the call transcript.
Kick Off Lightning Flows, Processes, and Workflows Based on Voice Call Records
Harness the power of Salesforce automation tools to enforce your company’s business processes when a Voice Call record is created or modified. For example, use a workflow to automatically send an email when a Voice Call field is updated, or automatically change a Voice Call field when a field in a related record is updated. You also can create records based on Voice Call records. For example, you can create a case or a lead when a Voice Call is created or updated. Voice Call records are supported on Lightning processes, flows, and workflows.
Work More Efficiently on Voice Call Records with Macros and Quick Actions
Agents can run macros and quick actions on Voice Call records so they can work more efficiently. For example, agents can run a macro that updates the Call Disposition field to Resolved and sends the customer a follow-up email. Bulk macros and quick actions are supported on the Voice Call object and on Voice Call records.
Let Agents Pause and Resume Call Recordings
Help your agents protect your customers’ private information such as Social Security numbers by letting agents pause and resume call recording.
Listen to Call Recordings on the Improved Call Recording Player
The call recording player has an updated appearance and usability improvements, including a progress indicator, call type indicator, and timestamp.
Transfer Callers to the Right Agent with a More Intuitive User Interface
It’s easier for agents to transfer calls to another agent and to add callers to a call in the updated Omni-Channel Call Controls tab. Agents can introduce the new agent to the customer by merging two calls into one call: “I’m adding Jane Doe to our call.” They can switch from one call to the other, so customers don’t need to repeat themselves: “Let me put you on hold for a minute while I update our billing specialist on your situation.” Agents can leave the call after the customer is transferred to the second agent, so they’re available to help other customers: “Now that you’re talking with the right person, I’ll drop off.”
Dial Phone Extensions with the Built-In Keypad
Agents can use the built-in keypad in the Omni-Channel utility to dial extensions and IVR phone trees so they can call customers with less context switching.
Collaborate Better with Chatter on Voice Call Records
The Chatter component is now available by default on the Voice Call record, so it’s easier for agents to collaborate with their coworkers on calls.
Get Warnings to Avoid Ending Calls Accidentally
When an agent tries to close a Voice Call page while on a call, a popup window asks the agent to confirm whether to hang up to help prevent ending calls unintentionally.
Facilitate Training with Service Cloud Voice Transcript Monitoring
Now supervisors can view voice call transcripts as they happen to facilitate training and onboarding. Supervisors can monitor up to five Service Cloud Voice transcripts and chats in Omni-Channel Supervisor. Previously, they could monitor only chats.
Track Amazon Connect Charges in Standard Reports
Monitor your org’s Amazon Connect monthly billing charges in a standard Salesforce report. See an itemized list of charges for each AWS account and region associated with your Salesforce org. Filter the report using standard Salesforce reporting tools and export the report as a .csv file.
Add Voice Call Custom Fields to Packages
Partners and ISVs can build telephony solutions for their customers by adding custom fields on the Voice Call object to a package. Use custom fields to store data from an Amazon Connect contact flow or to pass data from a Voice Call record to another object. ISVs can create a package that their customers can easily install and can push updates to the package so customers have the latest and greatest.
Stay Secure with the Revised Telephony Integration REST API
When using the Create Transcript REST API, we’ve modified the URI and payload slightly for improved security. Specifically, we moved the participant ID from the URI to the payload. Both versions of the API work in the Winter ‘21 release, but you should move to the new API as soon as you can.

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