Using telephony for Salesforce isn’t just a tech upgrade—but a strategic move that streamlines service, support, marketing, and sales operations. Haven't explored this yet? You could be missing out on some powerful capabilities that can transform every call into smarter and personalized customer interaction.

So, read throughout the blog, explore what tools you’ll get inside the Salesforce telephony that can help you deliver a more personalized and efficient service.

What is Telephony on Salesforce?

Telephony on Salesforce is none other than the integration of telephony systems with the Salesforce platform that allows support and sales teams to pick, dial, and manage all phone calls from one place.

It gives a streamlined workflow and makes sure that customer service runs perfectly well. All thanks to the Voice over Internet Protocol (VoIP) service that links the telephony systems with Salesforce, leveraging options like Service Cloud Voice from Salesforce or third-party solutions such as Natterbox and RingCentral.

Moreover, with the integration, it brings dynamic features like screen pop-ups, automatic call logging, click-to-call, intelligent routing, predictive dialing, etc., to the ground, letting users use them drastically to provide more efficient and personalized services. Besides, the tool helps sales teams to get quick follow up with leads, maintain accurate records, and track all call histories within Salesforce.

Key Features of Telephony for Salesforce

Now, let’s talk about the crucial features inside Salesforce telephony that make each interaction impactful while mitigating the need for handling multiple cell phones.

Screen Pop-Ups

As calls come, agents get a detailed view of customers' past interaction, history, and demographics with the screen pop-up feature, thus addressing their issues and queries instantly.

Voicemail Drop

When calls are not picked up by customers, sales agents leave pre-recorded voicemails. This not only helps the agents make the most of each opportunity but also conserves their valuable time and energy.

Click-to-Dial

Instead of selecting numbers to make manual dialing, sales agents can simply place any calls with just a tap on the phone number, thus reducing the risk of misdialing.

Automatic Call Logging

Again, agents are not required to fill in any call details like duration, caller information, and time, manually, because this is again done by automated tools within Salesforce telephony.

Call Controls

Inside Salesforce, agents can access various call functions like transfer, conference, mute, hold, etc., thus controlling their conversation at the tap of their fingertips.

IVR and Call Routing

Leveraging this feature, the Salesforce telephony system automatically directs calls to the best-suited agent who has the right expertise and skill set to resolve customers’ queries, thus enhancing customer satisfaction and reducing hold times.

Call Recording and Playback

With the review of call recordings, sales managers can meet the training, compliance, and quality assurance purpose as they can instantly analyze which agent lacks where and what kind of coaching he/she needs for accelerating sales.

Call Analytics and Reporting

Being equipped with detailed dashboards and reports, telephony on Salesforce offers valuable insights into call volumes, call duration, customer sentiment, agent performance, etc., thus enabling businesses to improve SLAs and fine-tune messaging accordingly.

Power Dialer / Predictive Dialer

Power dialer increases outbound efficiency by automatically dialing numbers from the list in a sequence for agents to skip unanswered calls and handle only live connections.

Real-Time Call Monitoring and Whisper Coaching

Leveraging the feature, supervisors can listen to live calls (monitor), talk to agents when it needs without the customer hearing (whisper), or join the call (barge-in) going on between agent and customer to enhance interaction effectiveness and agent performance.

Benefits of Having Telephony on Salesforce

From the features above, you may get an idea of how beneficial Salesforce telephony integration proves to be. However, if you need more explanation about its other benefits, consider reading the section.

Enhanced Customer Experience

With the instant access of customer information provided by screen pop-ups, agents get more opportunities to provide more personalized services to their callers.

Improved Productivity

Features like voicemail drop, automatic logging, and click-to-dial save agents from doing any admin tasks, thus letting them put their entire focus and time on building customer interaction.

Actionable Analytics

Salesforce analytics receives valuable data from calls and transcriptions, which is further analyzed by managers to measure agent performance, determine call trends, and understand customer sentiment.

Better Data Accuracy

With the power of automatic logging and real-time transcription, agents avoid the need to manually input call details, significantly reducing the risk of errors and guaranteeing that customer records are kept up to date.

Cost Savings

As call centers are not required to invest in any more phones and individual phone lines, telephony for Salesforce helps them save more money which can be later used to execute marketing campaigns and train employees.

Enhanced Collaboration

When each team member from the sales, support, and service department accesses a shared view of customer data and call records on a consolidated platform—collaboration becomes seamless, and consistent—leading to informed customer interaction.

Use Cases of Salesforce Telephony Among Sales, Support, Service, and Healthcare Domain

Not just for sales, but Salesforce telephony is good for all businesses, industries, and teams. The following information is essential for you to understand this.

Customer Service

Service agents can make the most of the various features available inside the Salesforce telephony system. For instance, with screen pop-ups which display customer information, they can handle every call with great precision while providing personalized offerings. Moreover, with Service Cloud Voice’s IVR and intelligent call routine, they can escape the hassle of manually routing calls as these features do it automatically. Thus, reducing wait times, improving first-call resolution, and enhancing overall efficiency.

Healthcare Providers

The hospital and healthcare providers ranging from the big to the small can avail of Salesforce telephony software to smoothly coordinate between the teams of care and the patients. Healthcare professionals can, for example, view and track the patient's medical history during a call and provide consistent care. Following-up calls can be employed to remind patients about post-treatment check-ins, medication schedules, and upcoming appointments. Secure data logging and call recording features will help providers stay compliant under healthcare regulations.

Sales Teams

By using click-to-dial within the Salesforce telephony platform, sales teams can call out in a convenient manner. Moreover, they can leverage automated call logging too—that prevents you from logging every call by hand, freeing you to spend your time building relationships with customers. Additionally, they can use the same call logs for ensuring quick follow-up. Other exciting features within Salesforce telephony platform like voicemail drop and call coaching add more to the interest of the sales team as these let the team focus more on closing deals.

Call Centers

Salesforce telephony software powers call centers with everything that they require, such as real-time transcription, IVR, and call recording to manage large volumes of calls with ease. Also, the platform allows managers to comprehend and interpret each metric such as call duration, customer sentiment, and agent performance in order to improve the overall call center performance. This ultimately leads to better customer satisfaction and lets the company generate the best ROI out of each interaction.

Salesforce Telephony Platforms, Solutions, and Tools

As you have received a good understanding of telephony on Salesforce, it’s time to learn which platform you must choose from the options provided below:

1. Salesforce Call Center

The solution leverages Computer Telephony Integration to integrate call systems with Salesforce, thereby exposing several features such as real-time call logging, call transfers, and screen pops. The main components included here are:

• Open CTI: It is a JavaScript API that allows developers to create cloud-based telephony solutions, which are not limited to specific operating systems, platforms, or devices—but compatible with various environments.
• Softphone: This is an on-screen phone which manages all calls inside Salesforce.
• Call Center: Built by developers or partners, it is a Salesforce feature that integrates with call systems and Salesforce.

To set it up, you need to install a CTI package from AppExchange. Also, connecting with the best Salesforce consultant can help you implement the CTI API according to your unique business goals.

Its successful implementation allows agents to make and receive calls using just the on-screen phone interface, which you can find in the footer in Lightning Experience or at the sidebar in Classic. The best thing about Salesforce call center is it can adapt to your changing business requirements while ensuring a consistent customer experience.

Note: Ensure to adapt it only when you have an existing phone system and require Open CTI to manage calls in Salesforce.

2. Service Cloud Voice

It integrates calls directly into the Salesforce Service Console, improving the phone support experience for both support agents and customers. On top of that, it enables agents to commence interacting via other digital interactions too like social media, chat, and email.

Moreover, within this, agents get full access to customers’ history and current needs. Also, they can leverage several features like AI-driven recommendations and real-time transcription to get the next step during calls. This not only enhances response time but also makes it very easy for agents to deliver effective and quick service.

For supervisors, Service Cloud Voice offers updated visibility into agent and call performance, letting them monitor and manage each call across all channels. From reassigning agents when needed and managing call volume, Service Cloud Voice helps ensure everything that lets businesses deliver efficient and personalized customer experiences.

Moreover, the amalgamation of customer data, telephony, and AI, lets companies provide a more efficient and personalized customer experience across both sales and service operations.

Vital Features Included:

• Real-Time Transcription: It converts your speech into text transcription, thus ensuring notetaking and conversation recording accurately.
• Unified Communication Interface: By providing access to customer data across different channels, it ensures a seamless view of each call.
• Omni-Channel Integration: Allow agents to manage calls from other digital channels by consolidating all customer interactions into a single interface.

Note: Service Cloud Voice is beneficial for all businesses that use multiple channels to deliver the best customer experience.

3. Salesforce Sales Dialer

While Salesforce call center can be used by both sales and service teams, Salesforce sales dialer is curated specifically for sales teams to make and receive calls within Salesforce—eradicating the need for a separate phone system. Dialer shows all phone numbers in the form of contacts or leads or records inside Salesforce, letting you click on any of them to place calls.

Also, its call panel opens at the bottom of screen, making it all easy to see and access relevant customer details while handling calls. Besides, it has automated call logs too that undoubtedly saves time and keeps each team member engaged in streamlining interactions.

Here is what other things you will find inside Sales Dialer:

• Inbound Calling: It allows users to view relevant and related records so that they can resolve prospects’ queries instantly.
• Voicemail Drop: With automated recording and voicemail dropping, agents can save valuable time and invest it in nurturing leads.
• Call Lists: Shows up with a streamlined call lists that sales agents can use for efficient follow-up.
• Localized Caller ID: While transforming calls into local numbers, the feature leads to increased answer rates.

As sales reps require instant access to call notes and histories, Salesforce sales dialer equips them with all, thus encouraging a high volume of outbound calls. However, not all its features are available within the U.S and Canada, so you need to make your decision accordingly.

Note: Consider using Salesforce Sales Dialer if your focus is sales and you want to make calls directly from Salesforce without any separate phone system.

4. Einstein Conversation Insights

Instead of a telephony solution, it performs more like a Salesforce platform using which managers are able to capture, analyze, and leverage customer call data to drive productivity and improve coaching. Moreover, the app syncs with other meeting tools like Google Meet, Zoom, Microsoft Teams, etc. so that users can make the most out of each interaction.

However, you may require extra setup and AI integration for its full functionality. Besides, it offers real-time action recommendations, AI-powered summaries, and complete call transcripts that bring agents closer to each interaction. Here are its features:

• Call Insights and Action Items: It captures key moments like pricing discussions and objections, thus generating next-step action items.
• Proactive Coaching: Using this, managers can review calls, feed them into “Collections” and add feedback for training.
• AI-Driven Transcripts: In 36 languages, it automatically generates transcripts and summaries for efficient and quick review.
• Customizable Insights: It enables organizations to track relevant topics by letting them set keywords.

Note: ECI does not include advanced features that your team may need. That makes it an ineffective choice if your focus is to churn the most of each call.

To Conclude!

Based on your business specific goals, team size, and budget, you can choose the right platform for you to unlock the full capability of Salesforce telephony solution.

However, if you are looking for a solution that does not exclude any of the amazing features— then trying GirikCTI is beneficial.

Being equipped with all the functionalities like power dialer, automated call logging, screen pop-ups, click to dial, etc., it lets you ensure that business remains responsive.