How Your Voice Channel Can Transform Customer Engagement

Exceed expectations and save costs with your voice service channel.

February 2023 | Time to read: 1 minute

The next big digital customer service revolution is voice. That’s right: voice. In fact, 81% of service professionals say the phone is a preferred channel for complex issues — up from 76% in 2020.

However, contact centers have historically separated voice from other service channels, like email and SMS, as well as routing processes. While advancements in computer telephony integrations (CTIs) have helped, limitations left agents without critical customer insights across channels or the ability to engage with other departments.

Luckily, telephony has rapidly evolved to bring voice into a unified digital channel experience. Phone calls come through the cloud. A centralized, automated routing system manages inbound and outbound calls. Calls can be routed according to the same rules that govern digital channels and cases. Agents answer from anywhere — at home from their laptop or in the contact center. And all service data is accessible from a single platform that gives agents a complete view of the customer.

We recently launched “The Future of Voice in the Contact Center” to explain how digital voice saves costs, while improving customer service engagement. Here’s what every service leader needs to know:

What you need to know about digital telephony:


How Contact Centers Can Shift to Scale Service their Customers Love


The Fifth Edition of Salesforce's State of Service Report


Modernize Your Voice Channel with the Telephony Partner of Your Choice


Get an in-depth look at voice.

Read "The Future of Voice in the Contact Center" to learn how to:

  • Accelerate your contact center’s productivity
  • Exceed expectations without sacrificing speed
  • Improve your service strategy in today’s hybrid workplace
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