Webinar: Transforming customer service: Connect teams, data, and conversations with Service Cloud Voice
Most service teams still juggle multiple systems just to handle a single customer call.
Join our free live webinar to discover how Service Cloud Voice unifies every channel, customer record, and AI insight directly within Salesforce - giving service representatives real-time visibility into customer history and context. Learn how this connected view empowers faster resolutions, smarter interactions, and more valuable customer experiences.
Note: The webinar link will be sent directly to registrants before the webinar.
Date:
November 25, 2025 10:30 - 11:30
Location
DYNACAP.com/events
Expect
Traditional CTI connectors are fading out - and with them, the complex, disconnected call setups that slow teams down.
In this session, we’ll explore how Salesforce Service Cloud Voice delivers a simpler, faster, and more connected way to manage customer conversations. Discover how bringing voice natively into Salesforce removes integration pain points, boosts efficiency, and empowers service teams with real-time data and AI-driven insights.
Expect to walk away understanding Salesforce’s shift away from the legacy CTI connectors, how to plan a successful Service Cloud Voice implementation, and how to unlock measurable value through connected, intelligent customer service.
Agenda
NB: The webinar link will be sent directly to registrants before the webinar.
1. Welcome & why this topic matters now
An introduction from DYNACAP and Salesforce on why voice is a key part of the customer service roadmap - and what the end of CTI support means for your organization.
2. The state of Voice in customer service
Explore how customer expectations, AI, and data-driven insights are reshaping how service teams communicate and deliver value.
3. From legacy CTI to Service Cloud Voice
Understand the shift from traditional CTI connectors to a native Salesforce solution - and how it simplifies processes, reduces costs, and connects every customer interaction.
4. Demo: Service Cloud Voice in action
Experience Service Cloud Voice live and see how unified telephony, AI, and real-time data come together to empower service representatives and enhance customer experiences.
5. Business impact & implementation steps
Learn what measurable outcomes companies are achieving and how to plan your own Service Cloud Voice implementation for maximum efficiency and customer value.
5. Q&A and next steps
Ask your questions and discover how DYNACAP can help guide your transition to a smarter, AI-powered voice strategy within Salesforce.
Sign up
We're excited to spend time with you at this webinar and bring you into the world of Service Cloud Voice.
Miranda Young
Miranda Young is a Principal Specialist Solution Engineer at Salesforce and a leading expert in customer service transformation. With deep expertise in Service Cloud, she helps organizations design strategies that enhance both agent performance and customer satisfaction - using the full power of the Salesforce platform.
Passionate about the end-to-end customer journey, Miranda looks beyond service alone, connecting Service, Sales, Revenue, OMS, Analytics, and Marketing to create seamless, data-driven experiences that unite the entire business. Her experience across industries like manufacturing, retail, and consumer goods gives her a practical understanding of how connected service processes create value, from first interaction to lasting customer relationships.
At the webinar, Miranda brings her expertise from Salesforce to demonstrate Service Cloud Voice in action - showing how its native AI and integration capabilities transform customer service.
Luca Pasquali
Luca Pasquali is a Senior Manager at DYNACAP and one of our in-house experts in Salesforce Service Cloud. With five years of experience working across the Salesforce platform and 13 certifications, he has helped numerous organizations optimize their service processes and unlock the full potential of Salesforce through tailored, scalable solutions.
Known for his hands-on approach and drive for excellence, Luca brings a deep understanding of how to combine technology and teamwork to deliver efficient, customer-focused service. His experience spans a wide range of Service Cloud projects, where he consistently bridges business needs with technical execution.
At the webinar, Luca joins as DYNACAP’s in-house Service Cloud expert, sharing his perspective on how companies can prepare for this transition.
Contact us
Louise Helt
Head of Marketing & Business Development
lh@dynacap.com
Please contact Louise for more information about the event.