List of Salesforce Service Cloud Voice Customers
Salesforce
Salesforce Tower 415 Mission Street, 3rd Floor,
San Francisco, 94105, CA,
United States
San Francisco, 94105, CA,
United States
1 415-901-7000
Professional Services
83334
$41.5B
Since 2010, our global team of researchers has been studying Salesforce Service Cloud Voice customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Salesforce Service Cloud Voice for Customer Support from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Salesforce Service Cloud Voice for Customer Support include: Saint-Gobain, a France based Construction and Real Estate organisation with 161482 employees and revenues of $50.38 billion, Bose, a United States based Manufacturing organisation with 6000 employees and revenues of $3.00 billion, Dunelm Group, a United Kingdom based Retail organisation with 12000 employees and revenues of $2.25 billion, CDS, a Hewlett Packard Enterprise company, a United Kingdom based Professional Services organisation with 1500 employees and revenues of $165.0 million, Vauxhall, a United Kingdom based Automotive organisation with 1700 employees and revenues of $148.0 million and many others.
Contact us if you need a completed and verified list of companies using Salesforce Service Cloud Voice, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Bose | Manufacturing | 6000 | $3.0B | United States | Salesforce | Salesforce Service Cloud Voice | Customer Support | 2022 | n/a |
In 2022, Bose implemented Salesforce Service Cloud Voice as part of a broader Salesforce Customer 360 deployment. The Salesforce Service Cloud Voice implementation sits in the Customer Support category and was deployed alongside Marketing Cloud, Commerce Cloud, MuleSoft, Einstein, and Marketing Cloud Customer Data Platform to create a unified customer engagement stack.
Service Cloud Voice was configured to integrate voice into the Service Cloud agent workspace, enabling omnichannel case handling, contextual screen pops, and conversational routing to support higher quality agent interactions. Marketing Cloud and the Marketing Cloud Customer Data Platform were used to unify customer profiles and surface personalization signals into Service Cloud, while Commerce Cloud functionality was surfaced to service agents to provide order and transaction context during support interactions.
MuleSoft was employed to connect Bose back end systems and orchestrate real time data flows between commerce, service, and marketing systems, providing agents with access to order, warranty, and customer profile data at the point of contact. Operational scope emphasized Bose’s direct to consumer customer service and digital channels, impacting contact center agents, marketing teams, and commerce operations and enabling coordinated cross channel customer journeys.
Governance and rollout were organized around Customer 360 orchestration, aligning service workflows with marketing segmentation and commerce process owners to ensure consistent experience delivery. Outcomes cited in the deployment narrative include delivering personalized experiences that build customer loyalty, elevating the brand experience through Salesforce Service Cloud Voice, and accelerating digital sales and revenue growth.
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CDS, a Hewlett Packard Enterprise company | Professional Services | 1500 | $165M | United Kingdom | Salesforce | Salesforce Service Cloud Voice | Customer Support | 2015 | n/a |
In 2015, CDS, a Hewlett Packard Enterprise company implemented Salesforce Service Cloud Voice to centralize Customer Support for a newly created multi vendor support group. The rollout targeted a 24x7 rolling shift operation that enabled HPE to bid for maintenance contracts across DELL, IBM and Sun Oracle platforms, and it embedded Salesforce Service Cloud Voice directly into the call intake and case management flow.
The implementation configured core Service Cloud Voice capabilities for voice based case logging, case triage, and structured diagnostic capture. Case handling workflows were instrumented to capture customer provided logs and vendor specific diagnostic artifacts, including DSETS and TSR reports for Dell, DSA reports for IBM X Series and Explorer, and snapshots or support data for Oracle Sun equipment, and to route cases into standardized triage and dispatch queues where parts recommendations and onsite tasks could be created.
Operational integrations emphasized end to end support workflows rather than third party system integrations, the system processed new cases logged by customers through the Salesforce call logging system and generated onsite dispatch tasks to field engineers with recommended parts or firmware upgrade guidance where issues were software or driver related. The deployment therefore spanned customer support and field operations, aligning voice case intake with dispatch orchestration and maintenance bidding workflows.
Governance and operational ownership were structured at the team level, a Team Leader managed a team of five within the multi vendor group and ran day to day operations including customer escalations, holiday and expense management, and PIDP personal development plans with measurable goals. Processes were standardized for diagnostic review, firmware upgrade recommendations, and escalation handling to support consistent Customer Support outcomes across vendor product lines.
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Dunelm Group | Retail | 12000 | $2.2B | United Kingdom | Salesforce | Salesforce Service Cloud Voice | Customer Support | 2018 | n/a |
In 2018, Dunelm Group implemented Salesforce Service Cloud Voice as part of an enterprise telephony consolidation to strengthen Customer Support across its UK retail operations. The initiative was driven by a need to unify communications for more than 180 stores and an in-house contact center environment supporting roughly 200 agents, many operating remotely, so Customer Support, store service desks, and home delivery operations were explicitly in scope.
The deployment combined Salesforce Service Cloud Voice with Vonage Fusion and Vonage Contact Center as a CCaaS layer, and used Vonage Business Communications as the core telephony platform. Functional capabilities implemented include omnichannel contact handling, agent desktop consolidation into Salesforce, call recording for outbound and inbound interactions, voicemail drop functionality for home delivery workflows, and device-agnostic agent access to support remote work.
Integrations centered on a native integration between Vonage Contact Center Premier for Service Cloud Voice and Salesforce Service Cloud Voice, bringing telephony events, interaction data, and unified agent controls into the CRM. Operational coverage extended across the store network, centralized customer care teams, and home delivery operations, enabling a single system view for customer interactions and data-driven gap analysis.
Governance work included an enterprise-level review of telephony suppliers and the consolidation of 11 telephony components spread across 9 suppliers into a single vendor suite, and process changes to move agents from multiple disparate systems to one unified workflow within Salesforce. Outcomes reported by Dunelm included improved operational efficiency and specific customer experience results, with a stated 5 to 10 percent improvement in customer satisfaction and a similar reduction in inbound voice handle times after going live.
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Intrado UK | Professional Services | 500 | $34M | United Kingdom | Salesforce | Salesforce Service Cloud Voice | Customer Support | 2019 | n/a |
In 2019 Intrado UK implemented Salesforce Service Cloud Voice for Customer Support. The implementation centralized voice interactions and case management to support quality assurance and operations across EMEA, APAC and USA, aligning call handling with the companys Customer Support function.
Salesforce Service Cloud Voice was configured to capture and log inbound and outbound calls into the central Salesforce record, drive automated case creation and queueing, and present an integrated agent console for managing call information and call backs. The configuration emphasized call recording, call metadata capture, and dashboards for collating key quality metrics, enabling quality specialists to record issues and complaints on a single platform.
The deployment integrated voice events with operational and telecommunications processes, enabling cross functional investigation workflows with technical and operations teams when phone numbers failed to connect, audio quality degraded or disconnections occurred. Real time investigation and risk mitigation workflows were instrumented so that incidents raised via voice were tracked through Salesforce, and quality issues were escalated to regional telecom and technical stakeholders across EMEA, APAC and USA.
Governance changes included updated complaint investigation procedures, structured outage communication through the outage lifecycle, and formalized review processes for support agent conversations to assess performance against internal standards. The Service Cloud Voice implementation supported centralized reporting and representation of Intrado EMEA Quality and Operations on internal, global and customer audio meetings, while enabling continuous refinement of complaint handling and quality assurance processes.
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Saint-Gobain | Construction and Real Estate | 161482 | $50.4B | France | Salesforce | Salesforce Service Cloud Voice | Customer Support | 2018 | n/a |
In 2018 Saint-Gobain implemented Salesforce Service Cloud Voice to modernize its Customer Support capabilities within Saint-Gobain Building Distribution, covering brands including Jewson, Priority, Graham, and Gibbs & Dandy. The program spanned October 2018 to August 2020 and reported into the CIO and Digital Delivery Director as part of a broader cloud first platform strategy.
The implementation combined Salesforce Service Cloud Voice for voice and contact center orchestration with a custom Salesforce app to manage the end to end call centre journey, and a centralized preference centre to capture GDPR consent and customer contact preferences across channels. The technical delivery was part of a replatforming program that moved from a monolithic unscalable solution to a modern scalable cloud first architecture based on micro services, designed for rapid extension of Customer Support capabilities.
Integrations and operational coverage connected the Service Cloud Voice deployment to brand specific e commerce and in store workflows, and included a managed transition of the Jewson website from Magento to SAP Hybris coordinated with in house technology, content, and integration teams. Delivery involved major partner teams across the UK and Eastern Europe, coordinating approximately 70 developers, UX, product, and business analysis resources to align call routing, case escalation, and privacy capture across multiple brands and channels.
Governance established program level leadership and GDPR compliance controls, embedding consent capture into agent workflows so the customer engagement centre could record privacy preferences provided during calls and escalate customer requests and opportunities to an app accessible by Jewson shop staff. Process changes focused on centralizing customer contact preferences and integrating privacy capture into the agent desktop and case management workflows to support ongoing Customer Support operations.
The replatforming and Salesforce Service Cloud Voice implementation were executed to enable the business to increase market capture by delivering scalable voice enabled Customer Support and integrated customer preference handling.
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Automotive | 1700 | $148M | United Kingdom | Salesforce | Salesforce Service Cloud Voice | Customer Support | 2018 | n/a |
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Retail | 120 | $15M | United States | Salesforce | Salesforce Service Cloud Voice | Customer Support | 2020 | n/a |
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FAQ - APPS RUN THE WORLD Salesforce Service Cloud Voice Coverage
Salesforce Service Cloud Voice is a Customer Support solution from Salesforce.
Companies worldwide use Salesforce Service Cloud Voice, from small firms to large enterprises across 21+ industries.
Organizations such as Saint-Gobain, Bose, Dunelm Group, CDS, a Hewlett Packard Enterprise company and Vauxhall are recorded users of
Salesforce Service Cloud Voice for Customer Support.
Companies using Salesforce Service Cloud Voice are most concentrated in Construction and Real Estate, Manufacturing and Retail, with adoption spanning over 21 industries.
Companies using Salesforce Service Cloud Voice are most concentrated in France, United States and United Kingdom, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Salesforce Service Cloud Voice across Americas, EMEA, and APAC.
Companies using Salesforce Service Cloud Voice range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 28.57%, large organizations with 1,001-10,000 employees - 42.86%, and global enterprises with 10,000+ employees - 28.57%.
Customers of Salesforce Service Cloud Voice include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified Salesforce Service Cloud Voice customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Customer Support.