Voice Essentials for Service Cloud Voice
By NeuraFlash LLCTelephony
- Rating
- 4.6
- Reviews
- 8
- Pricing
- Paid
- From $25,000 per org per year
- Listed since
- 2022
About Voice Essentials for Service Cloud Voice
Created by voice experts to maximize time savings & actionable insights
As both a premier Salesforce partner and Amazon Connect Service Delivery Partner, NeuraFlash has delivered 100+ SCV deployments since product launch in July 2020.
NeuraFlash Voice Essentials is purpose-built to fill the gaps in Salesforce’s voice offering. This product uses AWS technology (Lex & Amazon Comprehend) to provide agent & supervisor productivity enhancements as well as Voice Insights, a full set of analytics on your contact center’s performance. Voice Insights give you a 360 view of your call center performance.
Voice Essentials is 100% native to the Salesforce platform, and enhances the agent experience so they can deliver an excellent customer experience.
- Top Level Dashboards and detailed reports to understand performance
- Ability to track metrics and trends
- Total Calls per day (inbound/outbound/transferred)
- Call Abandonment
- Average Agent Handle Time, Wait & Hold Times
- After Call Work Time
- First Call Resolution
- Call Reason by Case Type
- And More!
- Ability to set targets and SLAs and flag when they are met
- Allow supervisors to track long-term KPIs to service customers most efficiently
Highlights
- Sentiment Advisor - Real-time sentiment analysis ● Understand & Visualize Sentiment during the conversation ● Track sentiment scores for reporting and WFM
- Ambient Knowledge - Automatically display Knowledge Articles ● Listen and understand real-time conversations ● Display Knowledge Articles based on conversation context ● Improve agent efficiency and accuracy
- Network quality gauge - Ensure your agents connection ● Customizable thresholds for network speed ● Check for Latency with your Amazon Connect instance ● Capture specific speeds for easily sending to supervisors & WFM if there is an issue
- Visual Voicemail - Manage voicemails directly in Salesforce ● Collect Voicemails ● Play Voicemail directly in console ● Create Cases with call details and call Transcript ● Create records (Cases, Leads, Tasks, etc) based on Voicemail to manage workflow
- After Call Work - Control time spent after calls ● Customizable thresholds for warnings/timeouts ● Toast & Browser Notifications ● Auto-close tab to free up availability
- Agent Wallboard - Track time in status ● Track Time in Status (how long have I been on break? How long have I been taking calls?) ● Dynamic time in utility title allows agents to track time without needing to open the utility ● Real-time Call Metrics
- Contact Center Wallboard - Immediate call details ● Supports all Realtime & Historic metrics from AWS ● Configurable Refresh Rate ● Includes Tile and Grid style views ● Configurable SLAs for each metric
- Voicemail Drop for High Velocity Sales - Reach a larger audience! ● Create pre-recorded and consistent messaging ● Drop messages when you hit a prospect’s voicemail, and move onto the next prospect ● Hit your outbound dialing quota faster
- Mass Provision Users - Get users up and running in no time! ● Mass Select Users to be added to your Contact Center ● Automatically assign Service Cloud Voice licenses & permission sets ● Automatically assign AWS Routing Profiles & Security Profiles
Screenshots and videos
Pricing
Paid, from $25,000 per org per year.
| Plan | Price | Billed |
|---|---|---|
| Default Plan | $25,000 per org | Yearly |
Compatibility
- Requires
- Service Cloud
- Salesforce editions
- Enterprise
- Unlimited
- Performance
- Developer
- Lightning Experience
- Supported
- Salesforce mobile app
- Not supported
- Salesforce security review
- Passed on July 26, 2022
- Industries
- Retail
- Financial Services
- Languages
- English
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