Salesforce Service Cloud Omni Channel

Within the Omni-Channel utility.Mute and unmute are not supported.Start and stop recording are not supported.TransfersAllows transfers of blind and consultative calls.Address book is not currently supported.Call transcription is not supported for transfers and conference calls.Call loggingAutomatically logs calls received and made in Service Cloud Voice on the VoiceCall object.Tenfold stores basic call details on the VoiceCall object as described in Data memorialization.You can configure Tenfold to store custom data on the VoiceCall record. For example, UUI data points.Omni-Channel integrationIntegrates voice natively into the Omni-Channel utility item.You can configure Status federation between Salesforce and Avaya within Tenfold Dashboard.IVR data in Salesforce Voice RecordEnables configuring UUI data so it can be stored in custom fields on the VoiceCall object.Contact Tenfold to plan capture of your UUI information to ensure the syntax of your organization's UUI data is supported.Voice transcriptionCall transcription is not supported for transfers and conference calls.Voice-enabled Next Best ActionYour organization must configure all voice-enabled actions in Salesforce.Omni SupervisorShows information about your contact center in the Omni Supervisor dashboard.Real-time call monitoringAllows supervisors to monitor calls in near-real time from the Omni Supervisor dashaboard.Limits and limitationsSee the following Salesforce page for a list of advisories and limitations: Help and Training CommunityNotePay special attention to browser support, rate limits, and phone number formatting.Multiple simultaneous inbound calls to a single agent are not supported by Salesforce Service Cloud Voice.When a call is created, "Call Accepted" and "Call Ended" contain the current date-time, even though the call has not yet been answered or ended.After Conversation Work (ACW) is supported in one direction (from Avaya to Salesforce) when mapped in the Tenfold platform to a Salesforce busy state.Salesforce Service Cloud Voice can only track one external call per agent at a time. If a second call arrives while the agent is on a call, the agent may lose the ability to control both calls within Salesforce.Status federation using the Tenfold platform does not account for agent capacity.Call transcription is not supported for transfer and conference calls.Transcribed conversation text is sent to Salesforce when a speaker in the conversation changes, alternating between speakers until the conversation ends.For example, when an agent stops speaking and the customer begins speaking, the agent transcription for that leg of the conversation is sent to Salesforce where it is memorialized for the purposes of being displayed and actioned upon by Einstein. This is described in greater detail in How it works.If deploying multiple Tenfold Cloud Connect (TCC) instances, do not configure the same skill to be monitored across multiple TCC instances. This may cause issues with SIP extensions, resulting in some transferred calls continuing to show as active.The following features are currently unsupported:Swap callsCall recording integrationConference callsMute / UnmuteStart / stop recordingWebRTC endpointsAddress books

Pop to new recordIf you use Lightning apps with full frame modals, the new record that opens overlaps the client and prevents the agent from picking up an incoming interaction. Genesys recommends not performing new record screen pops in Lightning apps that use full frame modals. For more information, see Screen pop in Genesys Cloud for Salesforce.Be sure to follow the Salesforce URL structure for supported operations. For more information, see FAQ for the new URL format for Lightning Experience and Salesforce mobile app in the Salesforce documentation and Format Salesforce URL for new record screen pop. Omni-channel syncOmni-channel sync only works in Lightning apps with console navigation. For more information, see Salesforce Omni-Channel. Workspace transferWorkspace transfer only works in Lightning apps with console navigation. For more information, see Workspace transfer.For other issues with Lightning and CTI, see Known Issues in the Salesforce documentation.For more information about the integration, see About Genesys Cloud for Salesforce.

To install and configure Tenfold for Salesforce Service Cloud Voice (BYOT), complete the instructions in the following sections:Supported CRMs:SalesforceSupported PBX systems:Avaya CC Elite (CM/AES) with ACI (to enable real-time call transcriptions)IntroductionService Cloud Voice is a CTI solution natively integrated inside Service Cloud that offers streamlined customer service, Omni-Channel visibility for managers, and AI-driven insights for a better phone-based service experience. By means of the Bring Your Own Telephony initiative, a product line that enables Salesforce Ecosystem Partners to integrate non-Amazon Connect phone systems into Salesforce Service Cloud Voice, Tenfold now offers Tenfold for Service Cloud Voice, the Tenfold product integrated with Service Cloud Voice.Service Cloud Voice helps agents improve their performance in multiple ways:Customer calls are more personalized, consistent, and efficient through better tools and insights for agents.Call transcription allows agents to be more productive by removing the need for note taking and end-of-call wrap-ups.Einstein provides predictive AI features and a single source of truth to agents.Running phone channels inside Service Cloud lets agents learn more about callers from social media and the web.Agents and supervisors can get real-time Omni-Channel visibility from the console, improving training and coaching.GlossaryAvaya Conversational Intelligence (ACI): Avaya Conversational Intelligence (ACI) is an end-to-end, cloud-based solution for real-time Spoken Language Understanding for call centers. It combines large vocabulary, real-time speech recognition, transcript refinement, and entity and intent recognition in order to convert live audio into a rich, actionable stream of structured events. ACI provides Tenfold with real-time call transcriptions.Bring Your Own Telephony (BYOT): An alias of Service Cloud Voice for Partner Telephony. This is the program name for integrating non-Amazon Connect phone systems with Salesforce Service Cloud Voice.Identity Provider (IdP): An identity provider (IdP) is a service that stores and manages digital identities. Companies use these services to allow their employees or users to connect with the resources they need. They provide a way to manage access, adding or removing privileges, while security remains tight.Tenfold Cloud: Tenfold’s born in the cloud iPaaS platformTenfold Cloud Connect (TCC): TCC is Tenfold’s next-generation on-premise framework for integrating with on-premise phone systems like Avaya CM, Cisco Finesse, and Genesys PureEngage, to name a few.Voice Call: A core object of Salesforce Service Cloud Voice. This object represents the logged phone call replacing the need for logging a phone call activity in the Task object. This record has advanced functionality such as showing post-call analysis, real-time transcription, and more.Benefits of Tenfold with Service Cloud VoiceThe Tenfold platform integrates your Avaya system with Salesforce Service Cloud Voice to enable critical call center functionalities within Salesforce.Service Cloud Voice makes the following Tenfold features available via Avaya:FeatureDescription NotesScreen popPops the VoiceCall record associated with the phone call.Click to dialEnables dialing a phone number by clicking on it.Phone numbers must be stored within Salesforce in the E.164 format.The voice platform must accept E.164 format phone numbers, including the leading plus sign (+).Tenfold only passes digits within the phone number field. The only non-integer that is passed is a leading plus sign (+).Call controlsControls the call natively

Skills with free, guided learning on Trailhead. Hit the ground running with Service tips, tricks, and best practices. Ready to take the next step with the Service Solution built on the world’s #1 CRM? Service Cloud is a customer service platform that helps businesses manage and resolve customer enquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation and analytics, enabling companies to deliver exceptional customer service experiences. Service Cloud is the most complete and connected platform. Service Cloud drives agent productivity and increases customer satisfaction by connecting support tools into one easy-to-use platform, that is integrated into the Salesforce platform, which results in a unified and effective customer experience. Service Cloud is focused on customer service and support, enabling businesses to manage and resolve customer enquiries. Sales Cloud, on the other hand, is designed for sales teams to manage leads, opportunities and customer relationships throughout the sales process. Service Cloud is used by businesses of all sizes, across industries, around the world, that require customer service and support capabilities and are looking to streamline and enhance their customer service operations. An agent console is a user interface within a customer service platform, like Service Cloud, that provides customer service agents with a centralised view of customer information, easy-to-use connected tools and productivity workflows. It helps businesses by enabling agents to efficiently handle customer enquiries, access relevant data and deliver personalised and efficient support. Knowledge management means capturing, organising and distributing information that is critical to

Platform, advanced capabilities, and channels—all support the capstone of the messaging pyramid, which is the service rep-customer service experience.To review, the four levels of the Messaging pyramid are:The conversation platformEnhanced capabilitiesMessaging channelsThe service rep-customer experiencePyramids, channels, components, routing, and bots? We’ve covered a lot of ground here. Not to worry; let’s take a moment to define some key concepts and terms.Key Messaging Concepts and TermsYou may know or perhaps use different names for these terms, but this table defines the terms that we use throughout the rest of this module to talk about the messaging experience. TermDefinitionChannelA way for customers to contact your business. Facebook Messenger, WhatsApp, SMS text, LINE, and Messaging for In-App and Web are all examples of messaging channels that you may already use to contact your customers. RoutingThe logic that determines how customer inquiries are addressed. The Salesforce routing tool is Omni-Channel. You can configure it to route customer messages to queues, routing flows, AI agents, bots, or service reps. Queue-based routing is ideal for simple routing scenarios, while Omni-Channel Flows let you use Flow Builder to dynamically route messages to the most qualified available rep. Inbound messagingMessaging sessions initiated by your customer. For example, a customer sends you a message in Facebook Messenger.Outbound messagingMessaging sessions initiated by a service rep or automatic process. For example, a rep contacts a customer in your WhatsApp channel, or a flow sends an automatic notification.Enhanced messagingA new, multichannel platform that supports AI agents, a wider range of content formats and more efficient operations. You can maintain both standard and enhanced messaging channels in your org, but we’re phasing out the option to create standard channels.Messaging componentA reusable, interactive component that your team can send to customers in enhanced channels to share or gather information. Several types of components are available, including enhanced links, questions with options, and time selectors.Messaging sessionAn exchange of one or more messages between your business and a customer that takes place over a messaging channel.Messaging userA record representing a user who communicates with your company over a particular channel. When a customer sends a message

Aspect Software announces Aspect Via 18.1 with smarter omni-channel automation, streamlined performance insights, improved employee engagement, GDPR compliance capabilities– Latest release enhances dynamic chatbot workflow to improve live and virtual-assisted customer engagement– NLU-based intent classification design tools, new priority callback options reduce customer effort– Streamlined quality and performance coaching offers improved visibility with performance scorecards, tree views, and reports– Clear privacy-by-design and privacy-by-default principles support General Data Protection Regulation (GDPR) compliance and data security for both customers and businessesAspect Software have announced Aspect Via 18.1 ®, the latest version of Aspect’s complete customer engagement platform in the cloud. The recent release includes enhanced automated/self-service omni-channel continuity, greater enterprise integration, expanded APIs, greater data privacy, GDPR regulatory compliance features, and more.With natively designed interaction management, workforce optimisation, IVR and digital self-service, Aspect Via 18.1 is unique in supplying a complete set of cloud-based customer service capabilities. Aspect Via’s flexibility, and open architecture helps future proof enterprise investment creating the best Total Cost of Ownership in the customer engagement market.Earlier this year, Aspect Via was ranked first in ROI in Ventana Research’s 2018 Value Index for Contact Centres in the Cloud report.Mike Bourke, SVP, Product Management, Aspect Software, said,“With every release, we further enhance Aspect Via by not only offering features that cater to perfecting the omni-channel experience, but also by continually improving the operational ease for managing automated and contact centre agent assisted interactions, optimising the workforce, measuring the service experience and streamlining our own customers’ user experience,”“Aspect has developers, solution architects and product development specialists around the world, hyper-focused on building the most intelligent, extensible, and easy-to-use customer engagement platform on the market – We believe we’ve accomplished that goal and more.”Recent evaluations of Aspect Via from Ventana Research and Forrester Research show high scores for the customer engagement platform’s user experience, customer support, ROI, and architectural underpinnings.Aspect Via 18.1 enhancements include, but are not limited to:– Customer experience – Aspect Via 18.1 allows users to build, test, and deploy natural-language understanding (NLU) chatbots using the full power of CX scripting logic. Companies can offload repetitive questions that agents typically handle using intelligent webchat dialogues with the option to transfer to an agent, allowing customers to interact via their preferred method– Employee engagement – Improved linkage between quality management and performance management enhances the coaching workflow and improves interaction scoring and overall employee evaluation– Compliance updates – Aspect Via features 508 compliance updates as well as GDPR information mapping, documentation, and data protection audit supportFor more information about Aspect Via 18.1, Click HereAspect helps enterprises break down the walls between people, processes, systems and data sources, allowing organizations to unite around the customer journey. By developing fully native interaction management, workforce optimisation and self-service capabilities within a single customer engagement centre, we enable dynamic, conversational interactions and create a truly frictionless omni-channel customer experience. Leveraging the agility of our worldwide cloud infrastructure and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises