Service Cloud Voice Implementation at a Global Agriculture Technology Provider
A leading agriculture technology provider supports a global customer base through nearly 100 agents spread across multiple teams, regions, and time zones. After a series of acquisitions, the organization was operating with a mix of support systems and telephony platforms, making it difficult to deliver consistent service and manage operations efficiently.
To simplify this complexity, the company chose to unify support operations on Salesforce using Service Cloud Voice with Amazon Connect. By standardizing call workflows and integrating voice with digital channels, agents now work from a single source of truth, regardless of their original team or location—improving both customer engagement and operational flexibility.
As the organization grew and acquired new teams, the contact centre environment became increasingly fragmented. We observed several key challenges:
- Inconsistent customer experience caused by multiple telephony platforms and processes
- Lack of a unified view of customer interactions across phone, email, and digital channels
- Limited real-time visibility into performance and call quality for supervisors
- Slower onboarding of new agents and acquired teams due to complex, disconnected systems
- Need for a more flexible, centralized architecture to support seasonal spikes and future growth
These realities highlighted the need for a unified, cloud-based voice solution that could sit inside Salesforce, streamline workflows, and provide the insights needed to manage a distributed, global support organization.
Working with the client, we designed and implemented a Service Cloud Voice solution tailored to their global, multi-team environment.
We began with discovery and assessment workshops to understand current processes, pain points, and requirements across regions. From there, we created a solution architecture that integrated Service Cloud Voice into the existing Salesforce environment using Amazon Connect as the voice platform, aligned with industry and security standards.
Our team configured call flows with an emphasis on flexibility and simplicity, avoiding overly complex routing in the initial phase. Agents now handle calls directly within Salesforce alongside emails and other digital channels, with automatic logging and transcription to support complete, accurate case histories.
To empower leadership and supervisors, we deployed real-time dashboards and monitoring tools, along with advanced reporting on key metrics such as first call resolution, average handle time, and customer satisfaction. A distinctive capability allows agents to select different outbound lines, ensuring calls are placed from the right product or support number and improving clarity for customers.
Change management was a central part of the project. We delivered targeted training, created supporting materials, and executed a phased rollout so that agents could adapt to the new platform with minimal disruption. Ongoing optimization based on agent feedback and operational data helped refine the solution after go-live.
The result is a more modern, unified contact centre experience.
- Unified voice and digital interactions within Salesforce
- Simplified agent workflows and reduced handle times
- Stronger oversight through real-time supervision and analytics
- Scalable, compliant platform ready for seasonal peaks and omnichannel expansion
By adopting Service Cloud Voice, the agriculture technology provider established a robust foundation for continued innovation and consistently high-quality customer service in a dynamic, global market.