The High Cost of Disconnected Voice Support
The problem is pervasive. While 90% of service organizations offer phone support, these critical conversations often happen in a vacuum, completely disconnected from the customer’s digital journey in your CRM.
The consequences are severe:
- Agents Start Blind: Reps have no context, forcing customers to repeat their issue endlessly.
- Insights Are Lost: The richest source of customer understanding—the actual conversation—vanishes after the call ends.
- Efficiency Plummets: With legacy IVRs struggling, only about 50% of calls are resolved without agent assistance, despite 82% of service professionals saying customer expectations are higher than ever.
Your most trusted channel has become your biggest data gap.
Agentforce Voice: The First Truly Intelligent Voice Channel
Agentforce Voice is the solution. It’s not just a telephony tool; it’s a fully integrated voice channel within Service Cloud that treats phone conversations with the same intelligence as digital interactions.
By seamlessly connecting with providers like Amazon Connect, Five9, and Vonage, Agentforce Voice empowers businesses with:
- AI Agents with Emotional Intelligence: Greet customers immediately with natural-sounding AI that understands nuance, intent, and sentiment.
- Seamless Telephony Integration: Embed voice directly into your Service Cloud platform for a unified agent desktop.
- Automated Conversation Intelligence: Every call is automatically transcribed, logged, and analyzed, making it searchable for data.
Ready to close the gap in your customer experience? See how Agentforce Voice makes every call smarter.
Transform Your Contact Center with Agentforce Voice in 3 Keyways
Integrating Agentforce Voice creates three fundamental shifts that redefine the role of phone support.
- From Isolated Calls to Unified Conversations: Every phone interaction is now logged into the customer’s unified record. Sentiment, key issues, and resolution paths become permanent. The era of “the customer says they already told us” is over.
- From Blind Transfers to Empowered Agents: When an AI agent hands off to a human, the rep receives the full context—the conversation history, purchase data, and even the customer’s tone. This allows your human experts to focus on empathy and complex problem-solving, not information gathering.
- From Static Systems to Continuously Learning AI: Each call serves as valuable training data. The AI learns from every interaction, continuously improving its ability to understand customer language and resolve issues efficiently. Intelligence compounds over time, benefiting your entire operation.
See Agentforce Voice in Action: Live at Dreamforce
Want to see these transformative benefits in a real-world context? Saksoft will be presenting unique, industry-specific use cases of Agentforce Voice at Dreamforce from October 14th to 16th.
They will showcase practical applications that demonstrate how this technology solves complex customer service challenges. To see the future of connected voice support and discuss how it can be tailored for your business, connect with the Saksoft team at Booth #360.
The Bottom Line: Good for Customers, Great for Business
Connecting voice with Agentforce Voice delivers tangible benefits for everyone:
- Customers get 24/7 support that remembers them, eliminating frustrating repeats and enabling seamless handoffs.
- Service Reps are equipped with full context, leading to faster resolutions, higher job satisfaction, and the ability to deliver personalized service.
- Your Business sees lower operational costs through increased self-service, higher CSAT scores, and new revenue opportunities from proactive outreach.
Your Most Personal Channel, Now Your Most Intelligent
The disconnect between your phone system and your CRM is no longer a necessary evil. Agentforce Voice bridges this gap, transforming voice from a cost center into a strategic asset that drives customer loyalty and business growth.
See it for yourself at Dreamforce Or learn more today. Visit Saksoft at Booth #360 to explore unique use cases and discover how Agentforce Voice can transform your customer conversations.
FAQs
1. What is Agentforce Voice?
2. How does Agentforce Voice handle calls that need a human agent?
The system provides instant, seamless handoffs. When a call is transferred from an AI agent to a human rep, the human receives complete conversation history, customer data, and context, so the customer never has to repeat themselves.
3. Where can I see real-world examples of Agentforce Voice?
4. How does the AI in Agentforce Voice understand customer emotion?
Nilamani Das
Nilamani is a thought leader who champions the integration of AI, Data, CRM and Trust to craft impactful marketing strategies. He carries 25+ years of expertise in the technology industry with expertise in Go-to-Market Strategy, Marketing, Digital Transformation, Vision Development and Business Innovation.
