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
Better call disposition, reporting, and recording
Provide Call Deflection
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 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
Call Deflection Strategies
Transfer to SMS
Voicemail & Callbacks
Automatic Case Creation
Position in Queue
Automatic Holiday Hours, Closures, and Announcements
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
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
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
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.
Service Cloud Voice Rainmakers
These are the practice leaders (a.k.a. Rockstars) working to make you love Salesforce, forever
Yaron Wilf Service Cloud Practice Lead
Susan Jaggers VP, Activation
Our Salesforce Service Cloud Voice experts bring a whole new meaning to the term brainstorming. Subscribe to our blog to stay in the know!
Some Happy Voice Customers
"Thunder provided best practice recommendations for how to get Service Cloud setup just right for our global Customer Service organization. They helped us optimize analytics to provide the operational insights we need to drive SLA's, Agent performance, and CSAT improvements"