Salesforce telephony integration is revolutionizing how teams handle customer conversations, blending seamless VoIP calling with CRM data for unprecedented efficiency.
According to a report by Statista, the global telephony market hit US$498.3 billion in revenue in 2023, with projections to grow at a 3.57% CAGR through 2029, underscoring the surging demand for integrated solutions.
Meanwhile, McKinsey reports that 50-60% of contact center interactions remain transactional despite AI efforts, amplifying the need for telephony tools to streamline these high-volume calls.
Salesforce’s Service Cloud, powering much of this telephony prowess, generated over $8 billion in 2024 fiscal year revenue, proving its pivotal role in modern customer service. Dive into the top options to supercharge your operations.
Many organizations also enhance their communication workflows with Salesforce customization, especially when they need deeper automation or telephony alignment. Companies often hire Salesforce consultants to configure CTI capabilities the right way, while advanced setups increasingly rely on AI integration to power intelligent routing and call automation.
What Is Salesforce Telephony Integration?
The computer telephony integration Salesforce (CTI) makes voice calling capabilities available as part of its platform, allowing agents to make, receive, and manage calls without leaving the Salesforce interface.
With CTI integration with Salesforce, telephony systems are connected to CRM workflow using features such as Click to Dial and Screen Pops to give agents instant access to their telephony application’s customer records and actions.
Thus, call data is transmitted to a customer’s record, and all associated tasks are automatic. Therefore, the agent does not need to enter this information manually, such as the caller’s ID, time of the call, and any notes related to the call.
Key Benefits of Salesforce Telephony Integration
With Salesforce phone integration, every phone call becomes an engagement with rich data facilities. As a result, you will no longer have to switch between various instructions of your systems, reduce your need to type (manual work), and have the ability to utilize all your calls visually. They will be tracked/recorded in your Salesforce environment by actioning in Salesforce on the same page as the customer you were engaged with during the call.
By having the ability to directly contact their customers/clients in Salesforce, the Sales/Service/support team can now provide their customers with quicker, more accurate, and personalized customer experiences.
Enhanced Customer Experience
Agents can access the customer’s history instantly with Salesforce integration on the phone, allowing them to provide a more personalized experience. Additionally, Salesforce phone integration provides agents with everything they need to communicate with customers quickly, allowing for shorter wait times and greater customer satisfaction.
Increased Agent Productivity
Telephony integration in Salesforce automates many repetitive processes, such as call logging, so that agents can spend more time focusing on the needs of their clients. By enabling agents to automatically enter necessary data into Salesforce, phone integration makes it possible to handle a greater volume of calls more effectively.
Real-Time Call Analytics
Salesforce telephony integration removes repetitive administrative tasks such as call logging from agents, allowing agents to focus more on customer needs. By eliminating the need for manual data entry through the use of Salesforce phone integration, agents are better able to manage a larger volume of calls and respond more efficiently, which contributes to increased agent productivity and job satisfaction.
Faster Case Resolution
Salesforce’s integration of telephony allows agents to access all the pertinent information for a call immediately, making the resolution of issues much faster due to the synchronization of call data with case data. As a result, there is a reduction in the amount of time necessary for an agent to work with a customer and an increase in customer satisfaction.
Seamless Workflow Automation
By automating follow-ups and task creation after calls, Salesforce’s telephony integration helps you keep your workflows running smoothly and error-free. This reduces the effort required by employees to manage and coordinate phone-related tasks, which contributes to improved support processes.
Improved Data Accuracy
With Salesforce Telephony Integration, companies can keep accurate call records that prevent mistakes due to inputting data from multiple sources. The integration also ensures accurate records will be available at all times, which allows for more accurate analysis and reporting, along with better decision-making.
Better Sales Conversion
With the integration of the Salesforce telephone into an agent’s workflow, agents can access important client information instantly and therefore execute and close deals much faster. This integrated phone system also streamlines communication, improving the overall outcome of sales. This improvement results in an increase in the number of conversions and continued growth of revenue.
Scalable Customer Support
With the increasing number of phone calls, Salesforce provides an easy-to-access solution for maintaining a high level of quality support through its numerous support integrations. Salesforce’s telephony integration helps businesses expand while offering the ability to effectively manage mass quantities of calls by providing organizations with a reliable solution.
To maintain these improvements long-term, companies often adopt managed services for Salesforce to support continuous optimization. When deeper technical work is needed, businesses choose to hire Salesforce developers to build custom call flows, reports, and automation. Many teams also extend their telephony strategy using AI chatbot development service to handle routine inquiries without agent involvement.
Top Features of Telephony on Salesforce
The use of computer telephony integration Salesforce enables an organization to have powerful calling capabilities in its CRM. With this type of telephony integration, you can seamlessly and efficiently communicate with your customers. Additionally, they also help in increasing the productivity of your agents, improving the customer service experience, and streamlining the workflow.
Click-to-Dial Functionality
The integration of telephony in Salesforce allows agents to seamlessly dial a customer’s phone directly from the Salesforce records while they are working with a customer. By doing this, it not only increases an agent’s efficiency but also decreases the chance that an error may be made while dialing a customer.
Automated Call Logging
Computer telephony integration automates the call logging process and captures any interactions in real time. The Salesforce telephony integration provides accurate records, so users must do less manual data entry work. With the Salesforce computer telephony integration, teams can efficiently track conversations and follow-up communications so that they can provide better quality service and improve their reporting processes.
Screen Pop-Up Customer Information
Computer telephony integration Salesforce provides the user with the customer’s information as soon as the call comes in; agents will be ready to speak with the customer rather than keep the customer on hold. The CTI integration with Salesforce will therefore improve the customer’s experience of working with the company by speeding up issue resolution and personalizing the experience.
Real-time Customer Insights
Salesforce allows users to access and utilize live data when making outbound calls with the help of the Computer Telephony Integration (CTI) function. Using real-time customer insights during an outbound call enables agents to make better decisions while interacting with clients. In addition, an advantage of the Salesforce CTI function is that it allows employees to see what information they use on a regular basis, allowing for informed decision-making.
Call Controls (Hold, Transfer, Conference)
The CTI function on Salesforce allows agents to utilize a hold feature, transfer calls, and create conference calls. The ability of agents to manage their calls with these features adds to the efficiency of communications and ultimately the collaboration between both the agent and their client. Furthermore, the CTI function on Salesforce improves the flexibility and efficiency of support.
Advanced Reporting and Analytics
Salesforce provides managers with the ability to track employee productivity and offers advanced reporting and analytics that are generated through computer-telephony integration technology. This type of telephony integration provides an avenue for managers to observe trends and patterns of behavior. Computer telephone integration helps managers make data-driven decisions to enhance service and sales.
Predictive Dialing Technology
Salesforce computer telephony integration automates outbound calling, allowing agents to be more productive. There is a reduction of idle time, so there is an increased contact rate. Salesforce uses various dialing strategies in order to produce better results.
Omni-Channel Integration
Computer Telephone Integration Salesforce connects voice with messaging and digital/paper-based forms of communication with customers. By using the computer telephone integration offered by Salesforce, a business can provide its clients with a seamless experience, regardless of how many different channels are being used to provide support.
Prerequisites for Integrating Telephony with Salesforce
Compatible telephony system
To integrate VoIP with Salesforce successfully, you need to have a telephony solution that will allow you to connect seamlessly. This integration will work best if you have either a VoIP, PBX, or cloud-based phone system that provides API access.
Salesforce CTI adapter or integration app
The CTI Adapter/Integration Application is necessary to create a link between your telephony solution and Salesforce so that you can communicate directly. Without a CTI adapter/integration application’s capabilities, there would be no way to connect telephony data and CRM data in Salesforce.
Salesforce org with required permissions
Your Salesforce Org must have the required permission to enable Salesforce VoIP integration and track call records. When using this VoIP integration, only users with authorization can view sensitive information regarding calls.
Call center definition file (XML)
The XML call center definition file is needed to establish a connection between your telephone company and VoIP Integration with Salesforce. Salesforce uses it to configure call center capabilities and workflows.
User permissions and call routing
To make Salesforce VoIP integration work efficiently for your team, you should establish user permissions and call routing to take advantage of the software’s functionality. You can use Salesforce VoIP for all types of calls, including sales, support, telemarketing, etc., by routing calls appropriately to agents capable of handling the issues raised during those calls.
Real-world Salesforce Telephony Use Cases
Click-to-Dial for Sales Teams
The functionality of connecting to a customer via the use of the click-to-dial technology is located directly inside Salesforce. Thus, it saves time, eliminates arbitrary errors, and provides a more effective approach for sales representatives.
Automated Call Logging and Follow-ups
Sales representatives automatically log calls into Salesforce, automatically triggering follow-up tasks immediately after a call is completed. This will assist in ensuring that no potential lead or case is overlooked and, as such, will improve the Servicing, Accountability, and Quality of Services.
Intelligent Call Routing
Incoming calls will automatically route to the most suitable agent based on the customer’s history and/or language preference. Thereby speeding up resolution times and also increasing levels of customer satisfaction.
Real-Time Customer Insights
Agents receive customer profiles and past interactions during phone calls, allowing them to provide tailored service with real-time insights. In addition to that, it also supports better decisions for both the customer and the agent.
Case Creation and Management
Phone calls that concern support items automatically create or update cases within Salesforce. As a result, it provides continuous support and properly records information about ongoing issues.
Popular External / Third-Party Telephony & CTI Solutions for Salesforce
Here in this section, we will give you a brief of result-oriented Salesforce telephony solutions with useful tools. Let’s look into it:
1. Salesforce Native
- Key Features: Quick implementation, advanced customization, notable integrations
- Integrations:
- Quick Implementation
- Advanced Customization
- Notable Integrations
2. 360 CTI
- Key Features: Click-to-dial, call logging, AI transcription, coaching
- Integrations:
- Quick Implementation
- Advanced Customization
- Notable Integrations
- Extras: Advanced call routing, analytics
3. RingCentral
- Key Features: Embedded dialer, auto-logging, caller data sync
- Integrations:
- Quick Implementation
- Advanced Customization
- Moderate Integrations
- Extras: CRM activity feed, Teams, Zoom
4. Dialpad
- Key Features: AI voice intelligence, transcription, coaching
- Integrations:
- Quick Implementation
- Advanced Customization
- Moderate Integrations
- Extras: Mobile support, analytics
5. Vonage
- Key Features: AI voice intelligence, transcription, coaching
- Integrations:
- Quick Implementation
- Advanced Customization
- Moderate Integrations
- Extras: Call analytics, messaging
6. Five9
- Key Features: Predictive dialing, IVR, omnichannel support
- Integrations:
- Quick Implementation
- Advanced Customization (Not Supported)
- Notable Integrations
- Extras: Call recording, scripting
7. Aircall
- Key Features: Warm transfer, tagging, note-taking
- Integrations:
- Quick Implementation
- Advanced Customization
- Limited Integrations
- Extras: Simple setup, automation
8. JustCall
- Key Features: Call, SMS, voicemail tracking, pipeline sync
- Integrations:
- Quick Implementation
- Advanced Customization
- Limited Integrations
- Extras: Twilio-based infrastructure
9. Zoom Phone
- Key Features: Call logging, presence sync, calendar integration
- Integrations:
- Quick Implementation
- Advanced Customization
- Moderate Integrations
- Extras: Calendar and meeting integration
10. NUACOM
- Key Features: Click-to-call, AI analysis, advanced telephony
- Integrations:
- Quick Implementation
- Advanced Customization
- Notable Integrations
- Extras: Conversation analytics
At the end, this blog concludes that the Salesforce call center integration is completely changing how organizations communicate with their customers. Not only this, but it also helps in automating their workflows, improving agent productivity, and providing an exceptional experience for their customers.
Along with that, the extensive features available and the scalability of the Salesforce call center incorporation allow teams and organizations to constantly adapt to the ever-changing needs. Adopting this type of integration allows companies to streamline their processes and create a foundation for growth.
