Tenfold for Service Cloud Voice overview

Introduction

Service 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.

Glossary

Avaya 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 platform

Tenfold 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 Voice

The 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:

Limits and limitations

• See the following Salesforce page for a list of advisories and limitations: Help and Training Community 
  • Note Pay 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 calls
• Call recording integration
• Conference calls
• Mute / Unmute
• Start / stop recording
• WebRTC endpoints
• Address books