Tenyx and service voice: what the quote should list

A contact-centre lead asks for the Tenyx product name to put on a steering slide. The room wants a label it can buy. The announcement did not hand this page a generally available name to print. It said Tenyx built voice agents for service, and that the capability would extend Agentforce Service Agent. A capability and a product name you can point at in a current org are different sentences. This page uses the first. If a later page from Salesforce names a voice product and shows it, that page can carry the name. A proposal should not invent it in the meantime.

The caller cannot scroll. They cannot attach the screenshot a chat customer pastes. They have a few seconds to understand what happened, and a silence that feels longer than it is. That difference is the whole of the scope. Chat topics copied onto a phone line are how a voice project misses its first week. The line you can date is this one. "Salesforce completed its acquisition of Tenyx on September 13, 2024."

#Write one path before you write a platform

Pick one reason people phone you. Order status is the usual candidate, and it is a good one because the rule is boring. The caller wants a date or a place. You already know which system holds that fact. The path is four steps, and a quote that cannot say them is not ready.

Identify. What the caller can say or key that your operation already accepts. An order number. A postcode and a name, if that is your current check. Do not add a new secret because a workshop found it elegant. The check has to be something the caller can complete by voice, and something your fraud and privacy owners already allow.

Read. Which object, which fields, and what the voice may repeat aloud. A shipping status may be sayable. A note a colleague wrote about a complaint may not. Speaking a field is a disclosure. List the fields that may be spoken. Everything else stays unsaid, even when it would make the call sound better informed.

Act, only where you already have a rule with one outcome. Confirming the status is an act of speech. Changing an address, taking a payment, or promising a refund is a different act, and it waits for a person unless a tested flow already encodes it with no room for a guess. The voice may start that flow. It may collect the inputs the flow declares. It may not invent the third input so the call continues.

Transfer. The queue, the hours, and the note. The note says what was heard, what was read, and what was refused. "Please assist" is the caller repeating themselves, which on a phone is the failure they will mention to the supervisor. A transfer to a closed queue is not a transfer. Write the after-hours path as its own line: a message you approve, a callback you can actually make, or a refusal to promise either.

That is one path. Five more paths are five more designs. A quote that says "voice for service" has named a channel. It has not named the work. Price the one path. Add the next only when the note on the transfer is full and a supervisor has listened to calls, not to a demo.

#What the quote has to name

The telephony you already use, named by you. This page will not choose a carrier. If the path must sit on a number you already publish, say so. If you need a new number for the pilot, that is a telecom change with a lead time, not a configuration afternoon.

Languages. The ones your callers actually use, listed by your operations lead. A pilot in one language is a scope. A promise of every language you might add is a programme. Recording and retention, as your policy already states them. Who may listen. How long the audio lives. Where the transcript goes, and whether it lands on the Case or in a store your security team has already accepted.

The running user. Voice that reads Salesforce records sees what that user can see. Choose a user whose access matches the fields you decided may be spoken. A wide user makes a fluent call and a disclosure. Write the permission set in the brief. Supervisors who will sample calls in the first weeks, and the hours they will spend. Those hours are part of the cost.

Volume as a band you fill in. Calls a day on this path. The share that already transfers. The average fact the caller is missing when they start, if you know it. This page supplies none of those figures. Your dialler or your call platform already has them, or your team can count a week. A partner needs the band to staff listening. A partner does not need a containment rate from someone else's traffic.

What the voice must never say. Another customer's order. A date the order system did not return. A medical or a card detail sitting in a free-text field. A promise that a person will call back if nobody is rostered to do it. Write the list short. A short list you test beats a long list in a slide the path never reads.

#What cost means before anyone prices it

Cost is the list, priced after it exists. Licences you already hold for service and for any agent or voice product on the contract. Open the contract. This page has no fee. Then the work: designing the one path, the identity check, the field list that may be spoken, the transfer note, the connection to the telephony you named, the permission set, the sandbox test with a real-shaped call, training for the queue that receives transfers, and the supervisor hours in the first weeks.

Internal hours sit beside the partner fee. Someone owns the words the caller hears. Someone owns the queue roster. Someone in security accepts the recording path. Someone can say that a field must not be spoken. If those people are not on the brief, the quote will guess their answers, and the guesses will be heard by customers.

Out of scope: a new contact-centre platform, a new carrier, a rebuild of every chat topic, a commerce project, a claim that a named voice agent is generally available because a slide needs a title. Those can be real later. They are not this quote. A single number that includes them cannot be accepted, because nobody can point at the call that proved them.

The pilot's success is a listening test. Take calls on the one path. Read the note. Ask the colleague who received the transfer whether they had to start again. If they did, the path is not done, whatever the dashboard says about containment. Containment is not a figure this page will invent. A call that stays with the voice and leaves the caller uninformed is not a saving. It is a second call.

#Migration services, for a channel that had a script

Some teams already run a voice menu or a scripted bot. Migration then means a map, not a dump of prompts. For each menu option you keep, name the path above. For each option you drop, say what the caller hears instead. For recorded prompts you still need, name the person who may change the words. A prompt that states a policy, such as a shipping window, has the same owner problem as an article. If two copies exist, the phone will say the old one.

Do not migrate a menu by reading every prompt into an instruction and hoping. The instruction will drift. The policy should live where a person already maintains it, and the path should point at that place. If you have no such place, the first deliverable is the article or the flow, and the voice waits.

History of old calls is an archive decision. Audio is sensitive. Your retention schedule decides, not a partner's default. Say whether transcripts may be stored on the Case. A transcript on a Case is visible to everyone who can see the Case. That is a wider audience than the colleague who took the call. Treat the write the way you would treat a person pasting the same text.

Chat and voice can share a policy and still need different checks. The chat customer can read a link. The caller cannot. If your only confirmation is a link, the voice path does not have a confirmation. Write a spoken one, or transfer. Zoomin, knowledge, and grounding is the neighbouring quote when the path must cite a document. Keep that work off this estimate until you know which documents may be spoken.

#The hiring test

People search for the best tenyx Salesforce integration agency and for someone to hire. Run a test instead of trusting the adjective. Give the partner one call reason, the telephony you use, and the system that holds the fact. Ask them to write identify, read, act, and transfer. Ask which fields may be spoken. Ask what they will not name on the slide. Ask which licence is already on your contract. Ask who listens in week one.

A pass writes the four steps in your nouns. The transfer names a queue you staff. The spoken fields are a short list. The partner refuses to print a product name this announcement did not establish as generally available. The partner asks for your call band rather than inserting one. The partner separates this path from a chat migration.

A fail titles the slide with a product name nobody can open. It prices "the voice agent" as a platform. It promises a containment figure. It copies your chat topics onto the phone. It calls itself the best agency. The conversation can continue after the name comes off the slide. The fee should not be signed while the name is doing the selling.

Use a second test on a call that touches money. The partner should transfer, with the amount and the reason in the note, unless you already have a flow that decides the money with no guess. If they let the voice decide a refund because the caller was clear, they have missed the owner. Clarity is not authority.

#The first week of calls

Pilot on one number or one queue, in the hours you can listen. Tell the colleagues what a good note looks like, and give them a way to pull the call back to a person quickly. The way back is a routing change you have rehearsed. Write who may invoke it during the day, not the next morning.

Listen for three failures. The voice asked for an identifier the caller did not have, then asked again in different words. The voice spoke a field you had closed. The transfer arrived with an empty note and a caller who had already explained themselves. Each one is a change to the path, not a reason to add a second path. Add the next reason only when these three are rare on the first.

After-hours is a separate decision you make in daylight. Either a person is rostered, or the voice says it will not promise a callback, in words you approve. A callback promise without a roster is a lie the caller will test. Put the roster or the refusal in the quote. Leave it out and the partner will assume the promise is harmless.

Send one real call reason and the field list. Ask for the four steps before you ask for a fee. A partner who can write them, and who leaves the unsourced name off the page, can also tell you which call reasons they will not take in the pilot. That refusal is the scope you can accept.

#The other searches

The project quote is on tenyx implementation cost. That page does not print a figure. Who bought the company is on what happened to tenyx. The connector is on integrating tenyx with Salesforce. Whether to move is on should I migrate from tenyx. The customer fee is on tenyx licence cost. Who to hire is on hiring for tenyx. This page does not rank an agency.