Salesforce Call Center Integration Guide

We all need to contact support from time to time, whether it’s for a bank, hospital, or car service. At those times, we just want to be heard and get quick help. That’s why it’s so important for companies to have a call center that’s well integrated with their systems.

With Salesforce Call Center integration, it’s more than just linking phone systems. Imagine receiving a call, and automatically getting not only the recording but also a real-time transcript. Plus, follow-up tasks or emails can be sent out without any manual work. Pretty efficient, right?

Salesforce’s cloud telephony solutions integrate directly with your CRM, enabling features like AI-powered insights and real-time data syncing. This means agents can focus on solving customer issues rather than juggling multiple tools. For example, using Salesforce Sales Cloud IVR API integration, incoming calls are automatically routed to the right agents, while call tracking metrics ensure you’re keeping track of KPIs with ease. Salesforce Call Center solutions like Amazon Connect and NeuraFlash enhance this process by connecting voice and CRM data in real time.

Imagine your customer support team receiving a high volume of calls. With Salesforce’s call center integration, the system automatically routes calls based on the issue or customer history. Agents are then given all the necessary details upfront, including a live transcript, allowing them to resolve issues faster. Additionally, automated workflows can trigger follow-up tasks or emails—removing manual work and improving productivity. Managers can also use the customer service KPI dashboard to monitor how well the team is performing, track calls, and evaluate key metrics that drive service improvements.

Image source: Salesforce Call Center Integration

Step-by-Step Integration Process

Integrating a call center with Salesforce can greatly improve how you handle customer interactions. Here’s a simple step-by-step guide:

Select Your Call Center Platform:  

• Pick a platform that works well with Salesforce, such as Squaretalk, Amazon Connect, or NeuraFlash.

Enable Salesforce CTI (Computer Telephony Integration):

• Begin by activating CTI in Salesforce. This syncs your phone system with Salesforce, enabling real-time data tracking. Follow Salesforce’s CTI setup instructions for guidance.

How Salesforce CTI works

Image source: Salesforce Open CTI Developer Guide

Configure IVR API Integration:

• Use Sales Cloud IVR API to automate how calls are routed, ensuring that customers are directed to the right agent based on their needs or history. This helps improve call efficiency.

Set Up Call Tracking Metrics:

• Connect call tracking metrics to your Salesforce system to log and analyze every call. Track essential data like call duration, customer satisfaction, and outcomes. This helps managers improve performance and address customer needs better.

Automate Repetitive Tasks:

• Use Salesforce workflows to automatically create follow-up tasks, send emails, or trigger reminders after a call. This saves time and ensures every customer interaction is properly handled.

By following these steps, you’ll ensure smooth Salesforce call integration, helping your team manage calls more effectively and improve customer service.

Image source: Salesforce Call Center Integration

Popular Apps for Call Center Integration

Here are 5 top apps that can make your Salesforce call center integration seamless:

CloudCall for Salesforce CTI

CloudCall is a powerful Computer Telephony Integration (CTI) designed for companies using Salesforce. It seamlessly connects your phone system with Salesforce, making it easier to manage customer calls and data in one place.

Key Features:

• Team Collaboration: With features like group calling and call conferencing, teams can work together more effectively during sales or support calls.
• SMS Automation: You can automate SMS messages based on triggers in Salesforce, ensuring that important messages are sent without delays. Bulk SMS options also help reach large audiences quickly.
• Power Dialer: This feature optimizes outbound calling by automatically dialing the next number on a contact list, helping agents spend less time on manual dialing and more time talking to customers.
• Local Presence: When making outbound calls, CloudCall allows users to display a local number, even if they’re calling from a different area, which increases call response rates.

This combination of tools helps teams improve productivity, customer interaction, and call tracking, all within Salesforce.

Squaretalk Axiom for Salesforce Integration

Squaretalk Axiom is a robust cloud-based contact center platform designed for inbound customer support and sales teams. It integrates easily with Salesforce, allowing businesses to manage all communications from a single platform.

Key Features:

• Effortless Integration: Axiom allows Salesforce users to make and receive calls directly from their computers, with automatic syncing of call history, recordings, and key metrics.
• Intelligent Skill-Based Routing: This feature connects customers to the most appropriate agent based on Salesforce CRM profiles, skipping traditional IVR systems.
• Remote Work and Security: Axiom ensures secure VoIP communications, ideal for distributed teams working remotely.
• Global Reach: Offers virtual phone numbers in over 100 countries, allowing businesses to expand globally while maintaining high-quality communication.

Axiom’s ability to optimize workforce management and offer real-time communication tools makes it a valuable asset for businesses handling inbound sales and support. Pricing starts at $15 USD per user/month.

Amazon Connect for Salesforce Integration

Amazon Connect is a powerful, cloud-based contact center solution that integrates with Salesforce Service Cloud to provide seamless customer service. Designed for businesses of all sizes, it allows easy setup, scalability, and the ability to engage with customers across multiple channels.

Key Features:

• CTI Adapter: The Amazon Connect CTI Adapter enables easy integration with Salesforce, connecting customer call data to your CRM. This allows agents to manage customer interactions directly within Salesforce. It supports IVR, ACD, and call recording, ensuring all call data is synced and accessible in real-time.
• Drag-and-Drop Contact Flow Editor: The drag-and-drop editor allows you to create customized customer workflows without any coding. You can design interactions based on customer data, ensuring that each call is routed to the right agent with the proper context. This boosts agent efficiency and customer satisfaction.
• Global Scale & Flexibility: Powered by AWS, Amazon Connect operates across 24 regions and 77 availability zones worldwide. Its scalable infrastructure allows businesses to quickly increase or reduce the number of agents based on demand, making it a flexible solution for handling seasonal fluctuations in call volume. There is no infrastructure to manage, so businesses save on hardware and maintenance costs.
• AI-Powered Features: Amazon Connect integrates AI-driven services such as real-time transcriptions and machine learning to analyze call data and offer insights. For example, during a call, AI-powered recommendations help agents make personalized suggestions to improve the customer experience.
• Security: Built on AWS’s robust infrastructure, Amazon Connect offers strong security features, ensuring data is secure and that customer interactions are protected from cyber threats.
• Cost & Flexibility: One of the standout features of Amazon Connect is its pay-as-you-go pricing model. There are no long-term commitments or upfront fees. Businesses only pay for the number of minutes used, making it a cost-effective option for companies of any size.
• Ease of Setup: Setting up Amazon Connect is easy and can be done in minutes via the AWS Management Console. There is no infrastructure to deploy, making it a quick and simple solution for businesses looking to improve their customer service with minimal upfront effort.

This integration allows you to combine the world-class contact center technology of Amazon with the customer relationship management power of Salesforce, providing businesses with a complete, end-to-end solution for delivering personalized customer experiences.

NeuraFlash Voice Essentials for Salesforce Integration

NeuraFlash Voice Essentials is a comprehensive voice solution built for Salesforce Service Cloud Voice. It uses AWS technologies like Amazon Lex and Amazon Comprehend to provide advanced features, including:

• Real-Time Sentiment Analysis: Tracks customer sentiment during calls to help agents adjust their approach.
• Ambient Knowledge: Automatically delivers relevant knowledge articles based on the conversation, improving response times.
• Visual Voicemail: Allows agents to manage voicemails directly within Salesforce, with transcripts and case creation.
• Voice Insights: Provides 360-degree analytics on call center performance, helping businesses track key metrics like call abandonment, agent handle times, and first call resolution.

Additionally, NeuraFlash offers powerful wallboards for tracking agent statuses, customizable workflows for post-call activities, and the ability to scale with mass user provisioning.

This solution is priced at $25,000 USD/Org/year and is highly suitable for organizations seeking an optimized call center experience with a focus on agent productivity and real-time insights.

Talkdesk for Salesforce Integration

Talkdesk is a cloud-based contact center platform designed to enhance productivity by integrating seamlessly with Salesforce. With its built-in CTI, agents gain access to advanced features like screen pops, SSO, and outbound caller ID, streamlining their workflow and reducing manual tasks.

Key Features:

• Intelligent Routing: Uses Salesforce data (leads, contacts, cases) for context-driven routing, ensuring customers reach the right agent.
• Proactive Outbound: Launch Power Dialer for outbound campaigns and smart SMS for automated follow-ups, integrated with Salesforce High Velocity Sales (HVS).
• Two-Way Data Sync: Continuous sync between Talkdesk and Salesforce ensures up-to-date data.
• Quick Setup: Simple deployment, licensing, and permission assignment directly within Salesforce.

Talkdesk improves key performance metrics, reducing wait times and enhancing customer satisfaction by 19%.

Pricing: Starts at $10 USD/user/month with a Talkdesk Professional license.

Cost Considerations for Salesforce Call Center Integration

When integrating a call center solution with Salesforce, costs can vary depending on the platform and the scale of implementation. Below are some pricing insights for the recommended apps:

1. CloudCall: Starts at $37 USD/user/month. Ideal for companies needing a CTI solution with advanced features like SMS automation and power dialing.
2. Squaretalk: Pricing starts at $15 USD/user/month, offering workforce optimization tools and real-time call logging, with discounts available for nonprofits.
3. Amazon Connect: Free usage with a pay-as-you-go model. You are only charged based on the number of minutes used, making it a flexible and scalable option.
4. NeuraFlash Voice Essentials: Priced at $25,000 USD/Org/year, it includes advanced features like sentiment analysis, real-time reporting, and visual voicemail.
5. Talkdesk: Starts at $10 USD/user/month, with a Talkdesk Professional license. It includes omnichannel support, intelligent routing, and detailed real-time analytics.

Cost Breakdown Example:

For a small team of 50 agents, the pricing for Squaretalk would be around $750 per month. If using Talkdesk, the cost would be $500 per month. For Amazon Connect, costs will vary based on usage, but it’s a good option for fluctuating call volumes, as businesses are only billed for the actual minutes used.

Common Challenges and Solutions in Salesforce Call Center Integration

Complex Setup and Configuration 

Setting up a Salesforce call center integration can be overwhelming, especially when dealing with custom workflows or technical configurations. 

Solution: Many apps like Squaretalk and Amazon Connect offer pre-built integration templates that simplify the setup process. These tools come with easy configuration options, allowing teams to set up workflows and automations with minimal technical expertise. For businesses that need advanced customizations, leveraging professional services or Salesforce partners can also streamline the process.

Looking for professional help with Salesforce Call Center integration?

Request our Salesforce Admin services!

Explore More

Data Sync Issues 

Inconsistent syncing between your call center system and Salesforce can lead to missing or incorrect data, impacting customer service quality. 

Solution: Tools like Talkdesk provide two-way data sync, ensuring that every call interaction, recording, and transcript is updated in Salesforce in real time. This continuous sync between systems helps maintain accurate customer records, avoiding manual data entry and reducing errors.

Call Routing Inefficiencies 

Poor call routing can result in customers being sent to the wrong department or agent, increasing frustration and wait times. 

Solution: Intelligent routing tools in platforms like NeuraFlash and Talkdesk ensure calls are directed to the right agent based on the customer’s history, language preferences, or case type. These solutions use Salesforce data to match customers with agents who have the necessary skills to handle their specific requests, improving resolution times and customer satisfaction.

Agent Productivity and Manual Tasks 

Agents can become bogged down by repetitive tasks like logging calls, sending follow-up emails, or updating customer information, which reduces productivity. 

Solution: Salesforce call center integration apps like CloudCall and Squaretalk automate these tasks. They allow agents to focus on the actual conversation by automatically logging calls, updating customer records, and sending triggered follow-up emails. This automation helps improve efficiency and lets agents spend more time addressing customer needs.

Scaling During Peak Call Volumes 

During peak times or seasonal surges, managing an influx of calls can overwhelm a system that isn’t designed to scale easily. 

Solution: Amazon Connect is a flexible, cloud-based solution that allows businesses to scale their call centers up or down as needed without having to invest in new hardware. Its pay-as-you-go pricing model means you only pay for the minutes you use, making it a cost-effective option during high demand.

These solutions help businesses overcome common challenges while maximizing the benefits of a Salesforce call center integration, improving both agent performance and customer satisfaction.

Wrapping Up: What Is Your Call Center Integration Option for Salesforce?

Integrating your call center with Salesforce can significantly improve how your team handles customer interactions. Whether you’re looking for a Salesforce call center integration with features like call tracking metrics Salesforce integration or tools like Squaretalk for automation, there’s a solution for every business size and need.

For flexible and scalable solutions, cloud call center Salesforce integration options like Amazon Connect provide pay-as-you-go pricing, making it perfect for fluctuating call volumes. More advanced options like NeuraFlash offer salesforce video call integration and sentiment analysis to enhance customer service.

With call center integration with Salesforce, businesses can automatically log calls, track customer interactions, and route calls efficiently using AI-driven workflows. Whether it’s a simple call integration or a more sophisticated salesforce call centre integration, your agents will have the tools they need to boost efficiency and personalize every interaction.

Integrating Salesforce with these tools allows companies to streamline their workflows and offer a superior customer experience, no matter the industry. Solutions like salesforce call center integration Squaretalk provide detailed metrics and automation to reduce manual tasks and focus on high-value customer service.

By choosing the right integration Salesforce call center solution, your business can reduce response times, track essential KPIs, and enhance customer satisfaction across all channels.

Dorian Sabitov

Dorian is a 5X Certified Salesforce Developer and Administrator with a start in the IT world as a CRM Admin in 2020. Since diving into Salesforce in 2021 via Trailhead and Focus on Force, he has achieved a Ranger Rank, earned several Superbadges, and bagged certifications including the Salesforce Certified Administrator, Platform App Builder, Associate and Platform Developer I by 2023. In 2024 he also became Salesforce Certified AI Associate. Dorian is very keen on continuous learning, always looks for fresh ways to improve his knowledge. He enjoys running, boxing, kickboxing and reading diverse kinds of books in his free time.