Salesforce Voice for Partner Telephony
Salesforce Voice for Partner Telephony
Salesforce Voice for Partner Telephony represents an evolution in how voice integrates directly within the Salesforce platform. As a major Service Cloud innovation, it is generating strong interest across contact center teams. But what exactly does this mean for your organization?
Salesforce Voice for Partner Telephony, now positioned as connecting existing telephony, is a capability from Salesforce that digitizes the voice channel within the CRM experience. Building on the launch of Salesforce Voice (formerly Service Cloud Voice), which leverages Amazon Connect to unify phone, digital channels and CRM data in real time in one centralized console, Salesforce Voice for Partner Telephony gives customers flexibility to connect existing telephony platforms such as Cisco, Genesys, and Avaya.
Salesforce has also announced a long-term transition from Open CTI to Salesforce Voice, allowing organizations to plan their approach while continuing to use their existing telephony environments.
What Is Service Cloud Voice for Partner Telephony?
Salesforce Voice for Partner Telephony helps modernize agent desktops by bringing together phone, digital channels and CRM data in one central view for faster, smarter and more personalized service.
Salesforce Voice introduces additional capabilities beyond traditional CTI features such as screen pops, click-to-dial, call logging, and analytics. These capabilities may vary depending on telephony platform and configuration. Examples include:
- Integrated call recording
- AI-powered next best action
- Knowledge lookup from real-time transcription
- Agentforce-powered case wrap-up with call log field predictions
- Salesforce Flows to streamline the agent experience
- Multi-instance and multi-region support for scalability
So, what’s the same between traditional CTI and Salesforce Voice for Partner Telephony? You’ll still need a trusted integration partner to serve as the bridge that connects your existing telephony into Salesforce.
Who Is Salesforce Voice for Partner Telephony For?
Salesforce Voice for Partner Telephony is designed for organizations that want to connect their existing telephony rather than replace it with Amazon Connect.
Using Salesforce CTI providers like InGenius—among the first Salesforce Voice for Partner Telephony integrators on the AppExchange—organizations can maintain their current telecommunications infrastructure while connecting into the Salesforce Voice environment. This enables teams to deliver a modern Salesforce Voice experience without requiring a full telephony replacement.
InGenius helps bridge existing telephony platforms into Salesforce Voice, supporting a flexible transition aligned with each organization’s timeline and architecture.
Salesforce customers across Agentforce Service, Agentforce Sales, Agentforce Financial Services, and Agentforce Health can take advantage of these capabilities. Using InGenius, organizations can connect existing telephony systems to Salesforce Voice while continuing to evolve their approach over time.
When Can I Get Salesforce Voice for Partner Telephony?
Salesforce Voice for Partner Telephony is available today. Using InGenius, organizations can seamlessly connect existing telephony systems to Salesforce Voice and begin realizing value immediately. Book a 1:1 demo with one of our CTI experts to learn more and determine the best fit for your environment.