GA Launch Alert: Unified Voice Routing Now Available
- Rajiv Krishnan
- 6 days ago
- 2 min read

When customer expectations soar and channels multiply, fragmented routing becomes an invisible drain on productivity and CX. Many Amazon Connect + Service Cloud Voice (SCV) users are feeling the pain, inconsistent rules, sync issues, and siloed voice queues.
One engine. Every channel. Zero chaos.
Salesforce’s Omni-Channel Unified Routing doesn’t just connect voice, chat, email, and messaging; it orchestrates them. Even custom objects? Handled.
It’s AI-ready. Scalable. Built for real CX.
Truffle gets you there fast without the usual mess.
Why Unified Voice Routing Matters
Business Outcome | How Unified Routing Delivers |
Eliminate routing conflicts | Voice and digital channels share one rules engine, avoiding duplicated logic and sync errors. |
Serve sales and service with the same model | Route 25+ object types including Leads, Opportunities, and any custom record from a single console. |
True channel blending for agents | Seamlessly swap between calls, chats, and messages without juggling status states. |
Centralized capacity planning | One throughput view across every queue simplifies staffing and forecasting. |
AI-ready foundation | Unlock predictive routing, real-time optimizations, and data-driven coaching as you grow. |
Is Unified Routing Right for You?

Unified Routing is the logical next step if you’re:
Already on Omni-Channel (chat, email, messaging) and want voice on the same rails.
Running Amazon Connect + SCV and tired of reconciling two routing brains.
Scaling across sales and service, where consistent rules for Leads, Cases, and custom objects are critical.
If that sounds like you, you’re leaving efficiency and ROI on the table by waiting.
Current Limitations (Know Before You Go)
Queued Callbacks
Scheduled Callbacks / Scheduled Work
Telephony providers beyond Amazon Connect
Salesforce and partners are actively closing these gaps; we’ll advise on timelines or alternative approaches.
Why Teams Choose Truffle Consulting
Speed to value: Migration blueprints proven across industries
Deep Amazon Connect + SCV chops: We speak both clouds fluently
Custom routing models: Align with your KPIs, not just default settings
Limited-time incentives: Special pricing for migrations scheduled by 31 August 2025
So, what’s the next step?
Book your free assessment: A 30-minute session with a Truffle architect to map effort, timeline, and surface quick wins.
Fill our contact us form: https://www.trufflecorp.com/contact-us
Or book a time that fits your schedule, one time, with our Technical Architect: https://scheduler.zoom.us/arian/truffle
Comments