Service Cloud Voice

We're Going to Make You Love Service Cloud Voice

Faster, cheaper, & better customer service

Salesforce Service Cloud Voice with Amazon Connect provides customers scalable and flexible telephony tightly integrated into the Salesforce Service. Thunder knows both Salesforce and Amazon and how to get our customers onto Voice quickly while making the experience amazing.

Improve many contact center metrics by updating the highest-cost channel

Decrease Handle Time

More efficient tools, better routing

Increase Quality

Better call disposition, reporting, and recording

Provide Call Deflection

Smart IVR

Increase 1st Call Resolution

Deeper integration, smarter routing, and agent guidance

Increase cross-sell & upsell

Next Best Action and other agent prompts

We Get It

We understand that you have goals to reach. We want you to be the hero.

Get It Quick

Efficient, unique, high-quality call centers implemented quickly and cost-effectively

Get it right

Custom tailored for your business, providing agents amazing experiences and training to maintain it

Love it

Love your telephony & implementation journey, our amazing people make that happen

We know it

Our experience allows us work quickly while we thoughtfully extend both platforms.

Tricks Up Our Sleeves

Smart IVR
Call Deflection Strategies
Information Capture
Transfer to SMS
Voicemail & Callbacks
Automatic Case Creation
Position in Queue
Regionalization
Automatic Holiday Hours, Closures, and Announcements
Blocked Numbers

We bring It

Our accelerators make our implementations smoother and our customers happier.

Voice Migration Tool

Moves the Amazon configuration between Sandboxes via a guided, error-free deployment process

Quick Case Component

Helps agents connect calls, chats, and SMS to cases quickly by showing the contact’s cases at a glance

Salesforce/Amazon Connector

Allows customers to modify the flow of a call from within Salesforce by connecting the two systems seamlessly

Voice Reporting Package

Provides formulas, reports, and dashboards that include the data contact centers most want

Wallboards

Provides configurable, real-time call, case, chat and other statistics on screens in the contact center

We Show It

We will enable your team to maintain the system with the least amount of hassle.

Best-in-class change management
User and administrator documentation
As-built documentation
Intentional knowledge transfer
Thoughtful system extensions
Available Managed Services

As with most new tools, there’s a bit of a learning curve. We will built it so it is easy to maintain and show you how to do it.