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            Connect to an External Contact Center Using Salesforce Voice with Telephony Providers

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            Connect to an External Contact Center Using Salesforce Voice with Telephony Providers

            Let service reps answer and make calls and resolve customer issues from Salesforce in a contact center backed by a third-party telephony provider.

            Note
            Note Service Cloud Voice is now Salesforce Voice, specifically Salesforce Voice with Telephony Providers. To learn more about our built-in telephony offering for AI-first contact centers, see Salesforce Voice.

            Learning Map

            The learning map is a friendly, centralized resource for anyone using Salesforce Voice with Telephony Providers. Whether you’re working with an implementation partner or handling the setup yourself, the learning map offers a clear path toward success. We recommend bookmarking this page.

            Icon representing a starting point in a journey

            Learn

            Help icon Intro to Salesforce Voice with Telephony Providers

            Trailhead icon Trailhead: Salesforce Voice with Telephony Providers

            Video icon Video Demo

            Help icon Key Concepts

            How Can It Help Me?

            Customer story icon Customer Story: connectRN

            Video icon Customer Story: Sonder

            Got Questions?

            Support icon Accelerator Webinar

            Support icon Salesforce Call Center Solutions

            Wrench icon representing the Build step

            Set Up Salesforce Voice with Amazon Connect

            Help icon Setup Prerequisites

            Help icon Set Up Salesforce Voice with Amazon Connect

            Help icon Configure Your Contact Center

            Help icon Limits and Limitations

            Help icon Customize Salesforce Voice with Telephony Providers

            Help icon Test Salesforce Voice with Telephony Providers

            Wrench icon representing the Build step

            Set Up Salesforce Voice with Partner Telephony

            Help icon Setup Prerequisites

            Help icon Set Up Salesforce Voice with Partner Telephony

            Help icon Configure Your Contact Center

            Help icon Limits and Limitations

            Help icon Customize Salesforce Voice with Telephony Providers

            Help icon Test Salesforce Voice with Telephony Providers

            Wrench icon representing the Build step

            Set Up Salesforce Voice with Partner Telephony from Amazon Connect

            Help icon Setup Prerequisites

            Help icon Set Up Voice with Partner Telephony from Amazon Connect

            Help icon Configure Your Contact Center

            Help icon Limits and Limitations

            Help icon Customize Salesforce Voice with Telephony Providers

            Help icon Test Salesforce Voice with Telephony Providers

            Gear icon representing customizing Salesforce Voice components

            Monitor and Report

            Help icon Check Voice Channel Performance

            Help icon Track And Report On Your Amazon Connect Usage and Billing

            Help icon Check Voice Channel Performance

            Help icon Monitor Call Quality with Mean Opinion Scores

            Gear icon representing customizing Salesforce Voice components

            Maintain

            Help icon Try Salesforce Voice with Telephony Providers in Your Sandbox

            Help icon Run Self-Service Checks to Resolve Contact Center Issues

            Help icon Test Calls in your Contact Center

            Help icon Troubleshoot

            Help icon Get Expert Support

            Agent icon representing training agents

            Train and Supervise

            Help icon Train Your Reps

            Help icon Listen In to a Voice Call

            Help icon Interrupt a Voice Call with Supervisor Barge-In

            Help icon Change Reps or Groups Assigned to Voice Queues

            Help icon Analyze Call Recordings for Insights

            Help icon View Real-Time Metrics about Your Amazon Connect Contact Center

            Help icon Track Contact Center KPIs with the CRM Analytics App

            Agent icon representing training agents

            Use

            Help icon Check Connection Status and Address Provider Status Issues

            Help icon Answer and Make Calls

            Help icon Use a Desk Phone

            During the Call

            Help icon Enroll Caller in Voice ID

            Help icon Add Callers or Transfer Calls

            Help icon Pause Call Recording to Honor Customer Privacy

            Help icon Link Calls with Customer Contact Records

            Help icon Get Up to Speed with Call Transcripts

            Help icon View the Sentiments of a Call Conversation

            Help icon Listen to and Collaborate on Voice Call Recordings

            Help icon Take Notes on a Call

            After the Call

            Help icon Wrap Up After a Call

            Binocular icon representing planning Voice setup

            Develop

            Help icon Salesforce Voice with Partner Telephony Developer Guide

            Help icon Implementation Guide

            Help icon Examples of Common Use Cases

            Help icon Telephony Integration REST API

            Help icon Salesforce Voice with Telephony Providers Toolkit API

            Help icon Using the Lambda Functions for Amazon Connect

            Help icon Service Connector API

            Download icon GitHub: Sample Contact Flows

             
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