GA Launch Alert: Unified Voice Routing Now Available

Rajiv Krishnan
6 days ago
2 min read

Unified Voice Routing Is Now Generally Available - Supercharge Your SCV Deployment with Truffle Consulting

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 | SCV | Truffle Consulting

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.