Odigo x Salesforce Service Cloud Voice: Partnership enhances customer experience

Odigo and Salesforce Service Cloud Voice bring together two expert solutions to improve agents’ day-to-day work and elevate the customer experience. With our connector, your teams benefit from a unified console to manage all interactions in one place. By combining Contact Centre as a Service (CCaaS) capabilities with your CRM, agents have access to all the tools they need to meet customer expectations and deliver a seamless, end-to-end experience.

A single interface for more efficient agents

Switching between screens, juggling multiple applications, and scrambling to retrieve customer information—this is the daily reality for many agents. The result? Wasted time, reduced focus, and inevitably, a dip in service quality.

Integrating Odigo with Service Cloud Voice removes these obstacles. Our connector allows agents to access all interactions directly from the Salesforce interface. The experience is far more intuitive, allowing agents to concentrate on what really matters. As soon as a call is received—or initiated—the agent sees the customer’s profile and journey, including their history, past queries, and previous solutions.

But the solution goes beyond simply displaying data—it actively supports agents throughout the conversation. Every call is transcribed automatically in real time, in over 120 languages. Paired with Salesforce AI, this transcription powers a range of smart features. For example, it suggests “next best actions” based on the context of the call, helping agents respond more efficiently. At the end of the call, a structured summary is generated automatically and ready to use. No more writing up notes manually—agents save time and ensure consistency and traceability across all interactions.

Performance gains are quickly felt:

• Faster service through a centralised, intuitive interface
• Fewer data entry errors
• More time to focus on customer relationships

These benefits extend to new team members too. The connector is user-friendly and easy to pick up, enabling rapid onboarding.

A seamless and personalised customer experience

When a customer contacts a brand, they expect to be recognised, listened to, and offered timely solutions. Few things are more frustrating than having to repeat your situation multiple times or being transferred to someone who has no context.

With Odigo and Salesforce SCV, every agent has immediate access to key information. Even after a transfer, the conversation continues seamlessly, as if handled by one person.

Response times are shorter, and interactions feel more personal and coherent. Customers feel genuinely heard, with their needs understood from the start and addressed as quickly as possible.

It’s this attention to detail that makes all the difference. By reducing wait times, enabling first-contact resolution, and ensuring continuity across agents, integration directly boosts customer satisfaction and loyalty.

Spotlight: transcription

Transcription plays a central role in streamlining operations, and Odigo is committed to delivering unmatched capabilities. Our solution:

• Accuracy that exceeds human-level transcription
• Industry-specific models that understand sector-specific language
• The ability to add your own company vocabulary: product names, services, acronyms, technical jargon

This high level of speech recognition ensures accurate, CRM-ready data—a solid foundation for analysing and improving customer relationships.

Advanced outbound campaign management

Odigo also supports outbound campaign management with Service Cloud Voice. Your teams can:

• Target contacts based on detailed criteria and scheduling.
• Distribute calls intelligently across agents using various modes (preview, progressive, rescheduling, qualification, etc.).
• Automatically display customer records with relevant context when the contact is recognised in the CRM.
• Set tailored callback rules depending on the situation (voicemail, unavailable, busy, etc.).
• Track campaign performance in real time.

By combining Odigo’s campaign features with Salesforce’s Service Cloud Voice, organisations gain a powerful tool for managing outbound calls. Whether for sales, collections, or customer satisfaction, integration helps boost productivity across all campaigns.

Odigo provides Contact Centre as a Service (CCaaS) solutions designed to improve the effectiveness of interactions between brands and their customers.

Our team brings over 10 years of CRM integration expertise. Odigo is Salesforce’s leading European BYOT (Bring Your Own Telephony) partner for Service Cloud Voice. This experience delivers tangible benefits:

• Increased agent productivity
• Improved satisfaction for both agents and customers
• Higher data quality
• Seamless end-to-end tracking
• Fast, context-sensitive deployment

Our solution is open, flexible, and built to adapt to your current and future needs. Want to find out more?