Salesforce Telephony is the integration of telephony (telephone systems) directly with the Salesforce CRM. This allows sales, support, and service teams to make and receive calls inside Salesforce, with features like click-to-dial, call logging, screen pop-ups, and call analytics.
Why Use Telephony in Salesforce?
Integrating telephony with Salesforce offers a seamless communication experience. Agents don’t need to switch between platforms. Instead, they can view customer information, log call notes, and follow up—all within one dashboard.
Benefits of Salesforce Telephony:
Integrating telephony with Salesforce offers a seamless communication experience. Agents don’t need to switch between platforms. Instead, they can view customer information, log call notes, and follow up—all within one dashboard.
- Click-to-Call: Initiate calls with a single click.
- Auto Call Logging: Save time and reduce manual work.
- Screen Pop-Ups: See caller details instantly.
- Call Recording & Monitoring: Improve coaching and compliance.
- Smart Call Routing: Connect customers to the right agent.
Top Salesforce Telephony Options
- Salesforce Call Center (CTI)
This uses Open CTI (a JavaScript API) to connect third-party telephony systems. Agents use a softphone interface within Salesforce to manage calls. It’s flexible and great for businesses with an existing phone system. - Salesforce Sales Dialer
Built specifically for sales teams, this tool allows direct calling from Salesforce. It includes call lists, voicemail drops, and localized caller ID—perfect for outbound sales within the U.S. and Canada. - Service Cloud Voice
Designed for support teams, this integrates calls with other digital channels. It uses AI to offer real-time transcription and next-best actions for agents. Supervisors get visibility into live call metrics. - Einstein Conversation Insights (ECI)
This tool analyzes recorded calls and provides transcripts, summaries, and coaching opportunities. While it’s not a dialer, it works with tools like Sales Dialer and RingCentral for advanced insights.
Also Read
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Who Should Use Salesforce Telephony?
- Sales Teams: Speed up outbound calling and track conversations.
- Customer Support: Offer quick, personalized responses.
- Call Centers: Monitor performance and handle high call volumes.
- Healthcare & Finance: Ensure secure and logged communication.
How to Choose the Right Telephony Solution
- Need full flexibility? Use Call Center with Open CTI.
- Sales-focused and in the U.S./Canada? Choose Sales Dialer.
- Multi-channel support environment? Go with Service Cloud Voice.
- Want call insights and coaching? Enable ECI.
Getting Started with Salesforce Telephony
- Identify your team’s telephony needs.
- Explore tools on Salesforce AppExchange.
- Use Trailhead modules to understand setup.
- Work with a Salesforce partner for integration.
Final Thoughts
Salesforce Telephony turns your CRM into a full calling hub. It saves time, improves service, and keeps everything organized in one system. Whether you choose Sales Dialer, Service Cloud Voice, or a custom setup, there’s a solution for every team.
FAQs
Is Salesforce Telephony available globally?
Most features are, but some tools like Sales Dialer are limited to U.S. and Canada.
Is Service Cloud Voice suitable for small businesses?
Yes. It's scalable and supports both small teams and large contact centers.
