Driving Contact Center Efficiency with Salesforce Service Cloud Voice AI

Overview

Our client is a leading global media and audience measurement company. It relies on an AI-powered voice platform to make its call center more efficient and scalable.

Business Complexity

The client’s audio panel call center relied on multiple legacy systems for telephony, data entry, and case management. Fragmented workflows, limited real-time visibility, and manual processes increased agent effort and reduced operational efficiency.

Action

  • Implemented Salesforce Service Cloud Voice with Amazon Connect.
  • Enabled automated call logging, real-time transcription, and AI-powered call summaries to streamline workflows and case management.
  • Unified the agent workspace and reduced system dependencies.
  • Automated post-call activities.
  • Improved handling efficiency, reduced research effort for outbound calls, and enabled scalable contact center operations.

Tech Stack

  • Salesforce Service Cloud Voice
  • Amazon Connect
  • Real-Time Transcription
  • AI-Powered Call Summaries

Impact

  • 50% improvement in Average Handling Time (AHT)
  • 55% reduction in research time for outbound calls
  • 40K+ hours saved through automated post-call summaries