Salesforce Brings Voice Into the Future of Service

Companies have spent the last few years perfecting digital channels. Chat, email, SMS‌ — ‌all connected, all feeding a unified customer view. But there’s one channel that’s been left behind: voice. Salesforce is answering the call with a series of new solutions. 

It’s ironic, really. Voice remains the most-offered customer touchpoint‌ — ‌with 90% of service organizations offering phone support. Yet in most organizations, phone conversations exist in a vacuum. Critical context gets lost. Service reps start every call blind. And the richest source of customer insight‌ — ‌actual conversations‌ — ‌never makes it into the customer record.

Here’s what’s changed: 63% of organizations are already implementing voice assistants. They’re connecting their phone systems to digital channels like SMS and webchat, plugging into CRM data and knowledge articles, and letting AI handle routine tasks. The question isn’t whether to modernize your voice channel. It’s whether you can afford to fall behind. (Back to top.)

Why voice was overlooked — until now 

Traditional phone systems weren’t built for the age of AI and unified data. They live outside your CRM. They can’t access knowledge articles or case history. And when a customer moves from chat to phone‌ — ‌or vice versa‌ — ‌the conversation starts over from scratch.

The result? Only 50% of calls get resolved in the IVR today. Meanwhile, 82% of service professionals say customer expectations are higher than ever.But here’s the real cost: Every unlogged phone call is a gap in your customer history. Every blind transfer is a service failure waiting to happen. And every conversation that doesn’t make it into your system? That’s critical customer insight locked away and lost forever. Your most valuable channel is giving you the least usable data.

⚡ Agentforce Voice greets customers immediately with intelligent support from AI agents, integrates seamlessly with our platform, and logs every conversation for deeper insights and personalized follow-ups. Plus, our advanced AI and NLP capabilities provide real-time, multi-modal assistance, making it easier than ever for customers to self-serve and for agents to deliver exceptional service.

Voice as a connected digital channel

Contact center AI can now treat voice like any other digital channel. Voice interactions can finally tap into the same trusted enterprise data, contribute to the same customer record, and hand off seamlessly to human reps who‌ know what’s happening.

This isn’t just about better phone service. It’s about transforming voice from a cost center you’re trying to minimize into a strategic advantage‌ — ‌a source of customer insight, a driver of satisfaction, and a channel that‌ connects to everything else you’re doing.

With the new release of Agentforce Voice for Phone Channels, we’re revolutionizing customer interactions by integrating seamlessly with the Service Cloud Real-Time Conversational Platform. This means every conversation is logged and leveraged for deeper insights and personalized follow-ups, enhancing your customer experience and driving more effective sales and service support. Plus, our advanced AI and NLP capabilities provide real-time, multi-modal assistance, making it easier than ever for customers to self-serve and for agents to deliver exceptional service. (Back to top.)

⚡Salesforce Voice is a voice channel solution for contact centers, providing out-of-the-box telephony integration to Amazon Connect, Five9, NiCE, Vonage and more. This integration allows service organizations to take advantage of the complete Agentforce Service platform capabilities to make voice calls — and any omnichannel interaction — smarter with AI and unified data.

Three key shifts when connecting Voice AI

Customers don’t think in channels. They think in conversations. A question that starts in chat might escalate to phone, then get resolved via email. When your voice channel is disconnected from everything else, you’re forcing customers to repeat themselves at every turn.

AI agents work across every touchpoint‌ — ‌voice, digital, whatever comes next‌ — ‌backed by the same unified data. If you build an experience that connects Voice AI, you’ll see three key shifts.

Voice interactions finally feed into the big picture.
Every phone conversation‌ — ‌whether handled by AI or a human rep‌ — ‌automatically logs into the customer’s case history. Sentiment analysis, transcription, resolution paths‌ — ‌it all becomes part of the permanent record. No more mystery calls. No more “the customer says they already told us this.” The data is there. It’s complete, searchable and can be analyzed.

Service reps become instantly educated.
When a call transfers from AI to human, your rep doesn’t just see a phone number. They see the full conversation history, the customer’s CRM data, their recent purchases, open cases, even their preferred communication style. The AI has already done the detective work. Your rep can focus on actually solving the problem instead of gathering information the company should already have.

AI gets smarter with every interaction.
Voice data is training data. When AI agents handle routine calls and log the outcomes, they’re building a knowledge base that makes every future interaction better‌ — ‌for both AI and human reps. The system learns what works, what doesn’t, and how customers actually talk about their problems. Intelligence compounds over time.

This is how you go from siloed channels to unified conversations. Your customers get 24/7 support that actually remembers them. Your reps get the context they need to deliver personalized service. And your business captures insights that were previously locked in phone calls and lost forever. (Back to top.)

⚡Agentforce Service is the only service platform where humans and agents collaborate from first contact to final resolution, one conversation at a time. It can even connect customers from an Agentforce rep to a human rep using a telephony provider.

Connecting voice to digital channels: Good for customers, great for business

When voice finally joins your connected customer experience, everyone wins.

Customers can stop repeating themselves. They get 24/7 support from AI that understands natural language and has access to their history. And when they need a human, the transition is seamless. No starting over. No frustration. Just a personalized service that picks up where the AI left off.Service reps show up on every call ready to serve. Full context is at their fingertips. So are faster resolution times. Less time searching for information, more time solving actual problems.

For your business, the benefits show up everywhere. Operational costs drop as self-service rates climb and handle times shrink. CSAT scores rise. Response times accelerate. And new revenue opportunities open up. According to Metrigy’s Customer Experience Optimization report for 2025, 60% of businesses are already proactively reaching out to customers for purposes like reminders, order confirmations, and upselling. Unified customer data helps make that type of proactive service possible.

Everyone benefits when all interaction strengthens a unified view of the customer and the case. Are you ready to connect your voice channel to the rest of your customer experience? Learn how Agentforce Voice transforms every call into a smarter, more connected conversation — good for your customers, great for your business. (Back to top.)

⚡Learn more about Agentforce Voice at our Dreamforce session “How AI-Powered Voice Agents Help Reps Deliver Better Service” available live and on Saleforce+.