Connecting Every Call at the Office of Unified Communications

Disconnected call systems and manual processes limited the Office of Unified Communications' ability to manage high-volume service operations. The organization faced several challenges, including:

• Telecom and Salesforce systems lacked seamless integration, creating gaps across call handling and service operations
• Sensitive calls required customer service reps to manually initiate recording across multiple steps, adding effort to every interaction
• Customer service reps lacked call transcription in Salesforce, requiring them to capture information while actively managing calls
• Leadership lacked visibility into live calls, making it difficult to understand service performance
• High call volumes lacked AI-supported handling for lower-priority requests, placing greater demand on customer service reps

The Office of Unified Communications integrated Salesforce Service Cloud Voice with its existing NiCE environment to connect call operations, automate key activities, and improve visibility across service teams.

• Service Cloud Voice Integration: Connected Salesforce with NiCE to create a more unified call management environment
• DNIS and IVR Selections: Triggered recordings to make them accessible through Salesforce reporting
• AI: Assigned AI to lower-priority calls to help manage high call volumes and reduce demand on staff
• Dashboard Creation: Improved access to operational insights for leadership, supervisors, and managers

With Salesforce Service Cloud Voice, the Office of Unified Communications improved the speed and effectiveness of call operations while reducing manual effort across service and reporting activities.

• Call Resolution: Improved how calls and cases were managed, helping teams respond more efficiently to service needs
• Reporting Efficiency: Simplified access to reporting for leadership, supervisors, and managers
• Call Management: Automated call recording while maintaining access to recordings for audit purposes
• Agent Experience: Call transcription reduced the need for staff to manage multiple tasks during active calls
• Operational Oversight: Improved how customer service representatives were trained and monitored