Salesforce Voice
Telephony and customer service cases often live in separate worlds. With Salesforce Voice, they come together, creating a truly unified service experience.
Successful Salesforce projects
Salesforce experts worldwide
Years of experience with Salesforce
Unifying Voice, AI, and customer 360 for smarter service
As a Salesforce Agentforce Service specialist partner with deep CCaaS expertise, we help organisations transform customer engagement by integrating Salesforce Voice and Agentforce. Through this approach, we deliver seamless, AI-powered voice experiences that improve agent productivity, reduce costs and elevate customer satisfaction.
David Stevens
David Stevens combines 10+ years in contact centres with specialist expertise in Service Cloud Voice and OpenCTI to create powerful, connected voice solutions.
Modules
Salesforce Voice Use Cases and Accelerators
Imagine your agents no longer need to switch between separate phone systems and Salesforce. With Salesforce Voice, this vision becomes a reality: agents can view customer history, case details and AI-suggested responses while on the call.
Migrate – modern voice platform
Migrate – modern voice platform
Unlock seamless integration with Customer 360, empower agents with real-time insights, and lay the foundation for AI-driven service.
Salesforce Voice – QuickStart
Salesforce Voice – QuickStart
Rapid deployment of Amazon Connect integrated with Salesforce and designed by us. Includes up to 5 teams/queues, custom AWS experience and a proven framework for AI adoption – all delivered in weeks, not months.
Unlock AI-powered efficiency
Unlock AI-powered efficiency
With AI embedded into Salesforce Voice, you can automate call notes, surface next-best actions and provide supervisors with real-time insights for faster, smarter service delivery.
AI Agent productivity
AI Agent productivity
We deliver tailored AI solutions to enrich Customer 360, from automated summaries and intelligent recommendations to supervisor alerts. Our QuickStart packages make it simple to deploy AI features that transform every interaction into measurable business value.
Maximise outbound calling efficiency
Maximise outbound calling efficiency
Enable agents to make more connections with less effort. From preview and progressive dialling to callback management, a native Salesforce dialler helps high-volume teams boost productivity and deliver a smoother customer experience.
Salesforce native dialler
Salesforce native dialler
We offer a fully integrated dialler built directly into Salesforce Voice, without the need for additional licenses. Powered by Salesforce campaigns and records, our solution includes preview/progressive modes, callback handling and multi-record popping - designed for UK/EU outbound teams seeking speed, compliance and efficiency.
Seamlessly upgrade from Salesforce’s legacy CTI
Seamlessly upgrade from Salesforce’s legacy CTI
Retain your preferred vendor, unlock AI-powered features and build a scalable foundation for future service innovation.
Migration to Salesforce Voice
Migration to Salesforce Voice
Starting with a pilot team, we make it easy to transition to Salesforce Voice. Our proven approach includes readiness assessment, migration planning and integration with your chosen telephony. This builds a smooth path to AI-enabled service.
Service portfolio
Transform Customer Conversations
The best customer experiences come from connected data.
We unify telephony, data and digital channels into one seamless experience. With expert consulting, tailored integration and long-term support, we ensure Salesforce Voice helps you deliver faster, smarter and more connected customer interactions.
We start by reviewing your current call centre setup and service workflows. We identify where telephony and CRM data can be unified. This ensures Salesforce Voice is designed to enhance – not disrupt – your existing service model.
From selecting the right telephony provider to integrating with Agentforce Service, we handle the technical complexities of Salesforce Voice. We configure call flows, real-time transcription and agent workspaces for a streamlined deployment.
We enable you to make the most of AI-powered features like live transcription, sentiment analysis and real-time recommendations. By feeding accurate data into these models, we ensure your agents receive reliable insights during customer interactions.
We train your agents, supervisors and admins to thrive in a voice-augmented environment. By building confidence in using real-time transcription, analytics and AI prompts, your team is equipped to maximise both productivity and customer satisfaction.
Service portfolio
Transform Customer Conversations
The best customer experiences come from connected data.
We unify telephony, data and digital channels into one seamless experience. With expert consulting, tailored integration and long-term support, we ensure Salesforce Voice helps you deliver faster, smarter and more connected customer interactions.
We start by reviewing your current call centre setup and service workflows. We identify where telephony and CRM data can be unified. This ensures Salesforce Voice is designed to enhance – not disrupt – your existing service model.
From selecting the right telephony provider to integrating with Agentforce Service, we handle the technical complexities of Salesforce Voice. We configure call flows, real-time transcription and agent workspaces for a streamlined deployment.
We enable you to make the most of AI-powered features like live transcription, sentiment analysis and real-time recommendations. By feeding accurate data into these models, we ensure your agents receive reliable insights during customer interactions.
We train your agents, supervisors and admins to thrive in a voice-augmented environment. By building confidence in using real-time transcription, analytics and AI prompts, your team is equipped to maximise both productivity and customer satisfaction.
Simplyhealth transforms customer service with Salesforce AI
Simplyhealth, a UK-based health and dental plan provider serving nearly three million customers, has revolutionised its customer service by integrating Salesforce Einstein, Service Cloud, and Sales Cloud. By leveraging generative AI, Simplyhealth now responds to customer email inquiries in just one minute, a significant improvement from the previous 12-minute average.
This transformation has not only enhanced efficiency but also enabled agents to focus more on complex customer needs, particularly for vulnerable patients.
The implementation of Salesforce AI has empowered Simplyhealth to provide more accessible and personalised healthcare services, aligning with its mission to make healthcare accessible to all in the UK.
Get started today with our accelerators.
- Quick launch - kickstart your journey with a tailored accelerator, introductions with Salesforce and AWS admins and architects to align on readiness
- AI-enabled from day one - unlock Agentforce capabilities like AI-powered summarisation and next-best actions
- Value-driven delivery - our focus is on business outcomes, not just technical implementation
- Led by experts - our team brings decades of Salesforce and Contact Centre expertise to every engagement
Bionic boosts small business support with always-on help with Agentforce.
Bionic, a UK-based provider of business services, is using Salesforce Agentforce to modernise its customer experienc
With AI-powered virtual agents managing first-line interactions, resolving routine queries, and automating workflows, Bionic’s human service teams can focus on complex needs.
The result: always-on support, faster response times, and happier customers, while driving higher sales performance.
FAQ
You Have Questions, We Have The Answers
Telephony and CRM often live in separate worlds. With Salesforce Voice, they come together. To make it easier to understand how this works in practice, we’ve answered the most frequently asked questions about the solution.
Salesforce Voice is a Salesforce solution that integrates telephony directly into the Agentforce Service platform. It unifies phone, digital channels and CRM data, giving agents a single workspace to handle calls alongside chat, email and case information - all powered by AI insights.
Salesforce Voice helps businesses:
- Improve customer experience with a faster, more personalised service
- Reduce agent handling time by combining call controls and CRM data in one view
- Leverage AI-powered features like real-time transcription and next-best-action recommendations
- Gain visibility into call metrics and agent performance with built-in analytics
- Scale service operations with flexible cloud telephony options
The best improvement is that agents no longer need to switch between separate phone systems and Salesforce. They can view customer history, case details and AI-suggested responses while on the call, making interactions smoother and reducing stress.
Deployment time depends on factors like the chosen telephony provider, level of customisation, and integrations required. With the right partner guiding the process, many businesses see value in just a few weeks.
Not at all. Salesforce Voice delivers value beyond service teams. In Sales Cloud, it helps reps connect with more prospects, streamline outbound calling and leverage real-time insights to drive higher conversion rates and close deals faster.
Of course. Salesforce Voice supports multiple telephony options, be that Salesforce’s own Amazon Connect integration or partner solutions from leading telephony providers. This flexibility allows you to use what works best for your business.
A Salesforce Partner ensures that Salesforce Voice is configured to match your service processes, integrates seamlessly with your current systems, and is adopted effectively by your team. This expertise helps you avoid disruptions and unlock the full potential of the solution.
- Agentforce Service is the core platform for managing customer service cases and digital channels (chat, email, social, etc.)
- Salesforce Voice extends this by adding telephony into the same workspace, creating a truly unified service experience
