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Offer Native Phone Support with Salesforce Voice
As the built-in voice capability from Salesforce, Salesforce Voice manages every part of voice communication, from procurement to post-call analysis. It offers deep customization, tight alignment, and the ability to fully leverage Agentforce capabilities.
Required Editions
This article applies to:
Salesforce Voice (Native Telephony)
| View supported editions. |
With Salesforce’s built-in voice offering, you get complete unification with Omni-Channel routing and simplified presence synchronization for your service reps.
This unified experience is powered by several critical, seamlessly integrated components built directly on the Salesforce platform:
- Number Procurement and Provisioning: Acquire and configure new phone numbers in a few steps within Salesforce. There's no need to configure the number externally or manage service providers. Salesforce handles everything on your behalf.
- Interactive Voice Response and Omni-Channel Routing: With IVR and advanced routing powered by Omni-Channel Flow and CRM data, guide customers to the right place based on their context and history.
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Agentic AI Assistance: Leverage AI agents powered by Agentforce Voice to automate and elevate customer interactions.
- Salesforce Voice Capabilities: Use built-in telephony to route calls to and connect audio for contact center reps, enable supervisor listen-in, and record and transcribe calls.
Salesforce Voice moves your contact center from a cost center to a strategic asset. By unifying everything on the Salesforce platform, you address common challenges and unlock significant efficiency gains.
| Category | Benefit | Details |
|---|---|---|
| Operational Efficiency | Remove Vendor Dependency | Simplified setup with centralized number management without relying on external integrations with telco vendor systems |
| Simplify Administration | Single place to view, control, and track numbers across channels | |
| Lighten Rep Workload | AI and IVR handle routine issues so reps focus on high-value work | |
| Enhanced Customer and Rep | Deliver Context-Aware Service | Reps start calls with full customer context and history |
| Enable Seamless Handoff | AI transfers include transcript and customer context | |
| Integrate Digital Channels Seamlessly | Voice calls from digital channels with instant customer history | |
| Control Professional Branding | Full control over in-call audio with instant updates |
- Set Up Salesforce Voice
Get up and running with Salesforce Voice in Agentforce Contact Center. - Customize Salesforce Voice
You have successfully completed all the necessary setup tasks, and Salesforce Voice in Agentforce Contact Center is now operational. While it is not mandatory, you have the option to customize Salesforce Voice further, unlocking advanced capabilities that can significantly enhance the overall experience for your customers, reps, and supervisors. - Monitor Salesforce Voice in Agentforce Contact Center
Monitor the performance of your Agentforce Contact Center. - Supervise and Train Reps on Salesforce Voice
Train and monitor your Salesforce Voice reps. - Help Customers on the Phone with Salesforce Voice
In Agentforce Contact Center, increase rep efficiency by making calls effortlessly via a dial pad, copy-paste, or a simple click-to-call.
