Call Scripting

Increase Telesales Consistency and Success

Getting all your agents on the same page is easy with Salesforce’s call scripting feature. You can provide your telesales, telemarketing, and service and support teams with scripts to guide them through lead qualification, up-sell and cross-sell opportunities, case resolution, and issue troubleshooting or escalation.

Branching Scripts

Branching call scripts help you target the right questions to the right customers and prospects, with each answer steering the agent toward the next appropriate question.

Q&A Coaching

You can help your agents improve their customer interaction skills by including tips on how to ask and answer questions when communicating with customers.

Answer Scoring

Improve lead quality with a scoring engine that lets your agents know when they’ve unearthed a qualified lead.


Recorded Scripts

Simplify data entry by leveraging recorded scripts to guide your teams through data entry tasks and surveys, or simply record key answers and use them to update fields on parent records.

Computer Telephony Integration (CTI)

With Salesforce Call Center Computer Telephony Integration, you can also directly integrate your telephone network into Salesforce and access it entirely through the familiar, browser-based Salesforce interface. Seamlessly integrate with most popular call center technologies including Cisco, Nortel, Avaya, Alcatel, Genesys, and on-demand call center vendors like Avaya On Demand, Pandora, and Five9.