Voice Product Names Reference

You might have noticed that Salesforce likes to keep things fresh with product names. Because we’ve recently updated our Voice naming, we’re providing this reference for customers. New names are in some content, but we’re working on updating names in help, developer documentation, and the Salesforce app.

Why Names Have Changed

As Salesforce's contact center capabilities have expanded across service, sales, and industry use cases, we've updated product names to better reflect what each offering does and how it fits within the broader marketplace.

Contact Centers from Salesforce

Because voice capabilities are an essential factor in selecting a contact center product, Salesforce provides Voice as part of two contact center options.

• Agentforce Contact Center is Salesforce's unified contact center solution. It includes a built-in voice channel that was previously called Salesforce Voice (Native Telephony).

• Partner Contact Center is Salesforce’s offering for customers using a third-party telephony or CCaaS provider. What was previously called Salesforce Voice with Telephony Providers and Service Cloud Voice is now part of Partner Contact Center.

Current and Previous Voice Names Reference

What You Might See in Help and the App

Help articles, developer documentation, release notes, and the Salesforce app may still use older product names. We're actively updating these references. In the meantime, use the table in this article to identify the product you're looking for.