Introducing the Agentic Contact Centre: AI, Channels, and CRM All in One.
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CCaaS Integrations
Connect your channels with the #1 AI CRM for service.
Bring your preferred telephony channel directly into Salesforce to eliminate data silos. Whether you choose channels from Salesforce or integrate with your current CCaaS provider, your teams use one workspace with the context needed to deliver fast, personalised service.
Scale smarter service with any CCaaS provider
Salesforce supports your choice of contact centre provider, whether you connect your existing systems or use Agentforce Contact Center . This flexible foundation ensures that every interaction, across any channel or provider, is powered by your CRM data, enabling you to resolve cases faster with AI-powered self-service and assisted guidance for human agents.
Seamless set up no matter where your channels come from.
Connect your existing CCaaS provider with a range of out-of-the-box integrations and partners from the Salesforce AppExchange. Embed these tools directly into your digital workspace to give your team a holistic view of every customer conversation.
Meet customers on their preferred channels from your website, mobile app, SMS, WhatsApp, over the phone, and more. Service reps have a unified customer view across all phone and digital channels to make it easy to manage all interactions.
Add the power of Agentforce no matter who you use for your channels. Boost productivity and accelerate resolution with AI-generated, step-by-step action plans for every case. With real-time customer data and company knowledge, your team can ensure policy compliance and maintain high service standards for every interaction.
Take a tour of the #1 AI CRM for service.
Find out how Service Cloud helps you deflect 30% of cases and deliver value across your customer journey with CRM + AI + Data + Trust.
Integrate seamlessly with Service Cloud products.
Contact Center
Drive efficiencies and case resolutions faster with AI, automation and Omni-Channel support.
Service Cloud
Drive productivity, reduce costs and increase customer satisfaction at scale with Service Cloud.
Digital Channels
Deliver seamless, personalised conversational experiences across channels — at scale.
Agentforce for Service
Use trusted conversational, predictive, and generative AI built into the flow of work to deliver personalize service and reach resolutions faster.
Agentforce Voice
Build AI voice agents that sound human and serve customers autonomously 24/7.
Salesforce and Partner Pricing
Start by selecting your Service Cloud edition. Then, add on Agentforce Contact Center or CCaaS provider integration at these price points.
Salesforce Voice for Partner Telephony
Integrate telephony with your CRM.
$
50
USD/User/Month
- Connect Telephony and Services from your Preferred Partner
- Phone Calls as Data in the Agent Workspace
- Voice Powers Real-Time AI and Productivity Tools
This page is provided for informational purposes only and is subject to change. Contact a sales representative for detailed pricing information.
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Call Centre Integration FAQs
Yes. Agentforce Contact Center offers a built-in solution for all voice and digital channels that allows you to buy your channels directly from Salesforce. This provides a single-vendor experience with all channels, AI, and CRM data unified from day one.
Integrate your call centre seamlessly into your CRM with cloud telephony. Select the telephony partner of your choice or purchase preintegrated out-of-the-box telephony from Amazon Connect.
Cloud telephony is a unified communications as a service (UCaaS) model that connects a company’s voice, video, messaging, customer relationship management and processes together. By elevating these functions to a single cloud-based platform, employees can boost productivity because they eliminate the need to toggle between systems. Learn more about voice technology in customer service and how it can improve your call centre operations.
Agents can help customers more effectively when your phone channel runs seamlessly inside a call centre software like Service Cloud — right with your web and digital channels. Supervisors can have visibility across all channels, for faster case resolution and agent onboarding and coaching.
It’s important that your cloud telephony and call centre software can be integrated with your customer data and CRM. When your agents have a complete view of the customer’s interactions and behaviour, they can give personalised answers to questions quickly — which improves customer satisfaction.
You can connect Agentforce Contact Center with a range of out-of-the-box voice integrations and partners from the Salesforce AppExchange. Embed these tools directly into your digital workspace to give your team a holistic view of every customer conversation.
It's important that your cloud telephony and call centre software can be integrated with your customer data and CRM. When your agents have a complete view of the customer's interactions and behaviour, they can give personalised answers to questions quickly — which improves customer satisfaction.