Salesforce Contact Center unifies voice, digital channels, CRM data and AI agents in a single system, so agents handle a call, a chat and an email from the same screen, with the same customer history. CCaaS integrations connect your cloud telephony to Salesforce, and Digital Channels cover messaging and chat.
Most contact centers already have a telephony provider they like. FORWARD connects it, builds the routing and the agent workspace around it, and adds AI agents where they take pressure off the queue. It extends Service Cloud.
Handle calls, chat, messaging and email from one screen, with the customer record beside them.
Connect your cloud telephony provider, and keep the one your team already knows.
Let AI agents take the routine contacts, and give supervisors a real-time view of the whole team.
Service Cloud Voice connects a telephony provider to the agent console. Salesforce Contact Center goes further and unifies voice, digital channels, CRM data and AI agents in one system. Both start from the same case and customer record in Customer Service. We help you pick the one that fits your telephony and your volume.
What is Salesforce Contact Center?
Contact Center or Service Cloud Voice?
Can we keep our telephony provider?
What does it cost?
