Integrated telephony with Salesforce in 2025

Today, telephony integrated with Salesforce has become an essential tool for sales and customer service teams. By connecting calls directly to the CRM, unnecessary steps are eliminated and agility is gained.

In many companies, each communication channel is managed separately: one software for calls, another for emails, another for WhatsApp... The result is a waste of time and significant data disconnection.

Integrating all these channels into a single workspace allows teams to work faster, with less effort, and without relying on multiple open applications.

Moreover, having all information centralized in the CRM allows for more informed decision-making, since all interactions are recorded and accessible at any time.

This way of working completely changes the user experience, who no longer sees the CRM as an administrative burden and begins to use it as a true productivity tool.

Below, we will explore how this integration works, what benefits it offers, and how to make the most of it with the support of smart technologies and solutions that truly make a difference.

What does it mean to have telephony integrated with Salesforce?

Having telephony integrated into Salesforce means much more than just making calls from a CRM. It means being able to connect, record and manage all telephone interactions without leaving the platform, with instant access to relevant customer information.

This integration is achieved through VoIP connections, CTI systems (Computer Telephony Integration), or native solutions like Sales Dialer or Service Cloud Voice. The key is that the user does not need to switch between tools: everything happens in the same environment.

During a call, the system shows real-time key customer data: contact history, open opportunities, previous notes, shared documents and much more. 

The entire conversation is enriched by the context, which improves both service and commercial results.

4 Main Uses of Telephony in Salesforce

Telephony integrated into Salesforce does not just connect calls: it transforms how teams work, collaborate, and make decisions. Below, we review its most relevant uses according to the type of operation.

1. Sales Teams

Sales teams take advantage of features like click-to-call, automatic logging, and tools such as an automatic call dialer to automate follow-up tasks.

This saves time on each call and allows focusing efforts on the most relevant opportunities.

By centralizing activity in Salesforce, errors like contacting duplicate leads or missing opportunities due to lack of follow-up are avoided.

Everything is recorded, organized, and instantly accessible.

To boost commercial results even further, it’s helpful to follow proven strategies that improve sales prospecting and help focus efforts on high-potential opportunities.

2. Customer Support

In service environments, integration allows for intelligent routing: each call is directed to the appropriate agent according to the customer's need.

Moreover, upon receiving the call, the agent sees on screen the complete case history, which reduces response times and improves the experience.

This immediate response capability allows for resolving more inquiries in less time, increasing satisfaction and loyalty levels.

3. Call Centers

For call centers, these functionalities become indispensable.

Managing large volumes of calls requires tools like automatic recording, queues, real-time metrics, and live supervision.

With integrated telephony, all this happens without leaving Salesforce, improving operational efficiency and the ability to monitor and analyze in real time.

4. Healthcare and Public Services

In industries like healthcare, education or public services, traceability is key.

Integrated telephony allows coordinating calls between different professionals, leaving automatic records of each contact and ensuring compliance with protocols.

This improves internal communication, facilitates audits, and reduces human errors in critical processes.

8 Key Features of Integrated Telephony in Salesforce

Integrated telephony within Salesforce not only improves the customer experience, but also simplifies and speeds up the daily work of teams.

The following features allow managing each call with greater precision, without leaving the CRM environment.

1. Click-to-call from any number

Allows starting calls with a single click from any number registered in the system.

Avoids manual dialing, reduces errors, and saves time on each interaction.

Also, it streamlines the handling of high call volumes in sales or support processes.

2. Automatic call logging

Each call is recorded with date, time, duration, and result, without manual intervention.

This feature avoids repetitive tasks and ensures valuable information is not lost.

It is essential for follow-up, traceability, and performance evaluation.

3. Real-time customer information pop-ups

When a call begins, a pop-up window instantly shows the customer's data.

It includes purchase history, tickets, opportunities, and more, which allows personalizing the conversation.

This improves service and facilitates first-call resolution.

4. Call controls from Salesforce

From the same CRM interface, agents can mute, transfer, or start conferences.

There is no need to switch windows or interrupt the workflow, which improves operational efficiency.

These advanced controls are especially useful in support or collaborative sales environments.

5. IVR and automatic call distribution

Interactive Voice Response (IVR) allows guiding the customer before speaking with an agent.

Calls are automatically routed to the correct team or person, reducing wait times.

Ideal for companies with high contact volumes and multiple departments.

6. Smart and pre-recorded voicemail

If the customer does not answer, a customized automatic message can be left.

This ensures that all contacts receive the same level of attention, even without direct interaction.

It also saves time for agents, who can move forward quickly through their call list.

7. Automatic call transcription

Each conversation can be automatically converted into text, ideal for later review.

Helps with regulatory compliance, allows for trend analysis, and improves team training.

It also makes it easier to extract key data without needing to listen to full recordings.

8. Omnichannel communication from a single panel

Not only are calls integrated: emails, chats, WhatsApp, and LinkedIn are also included in one place.

This centralized view allows teams to work with a unified and continuous experience.

Omnichannel communication improves the context of each interaction and increases customer satisfaction.

The 5 Best Telephony Options for Salesforce

Today there are many solutions to connect telephony with Salesforce, but not all offer the same level of integration, automation, and user experience.

Below, we explore five of the best options available on the market.

1. Harmonix AI: omnichannel integration and advanced artificial intelligence

Harmonix AI installs directly over any CRM, such as Salesforce, Dynamics or SAP, without replacing the system or requiring integration projects. This makes it a fast, practical, and easy-to-use option from day one.

Unlike other solutions that only integrate calls, Harmonix allows managing all key channels from the CRM: calls, emails, WhatsApp, LinkedIn, and more. This true omnichannel approach centralizes activity in a single environment.

The platform automatically records all interactions and analyzes the data with AI to suggest tasks, write follow-up emails, or summarize accounts. Thanks to this, users work faster and more accurately, spending less time on reporting and more on closing opportunities.

Additionally, Harmonix offers effortless productivity and visibility.

With each conversation recorded and contextualized, teams can make strategic decisions based on complete data, not partial assumptions.

2. Salesforce Sales Dialer: native option for sales teams in the US/Canada

Sales Dialer is Salesforce’s native telephony tool, specially designed for sales teams operating in the United States and Canada. It allows making calls directly from lead, account, and contact records.

Among its highlighted features are click-to-dial, pre-recorded voicemails, and call history, all accessible from the Salesforce interface. It is a lightweight solution, but limited in advanced functionalities and geographic coverage.

It does not support deep integration with other channels, nor does it offer AI capabilities, so it is aimed at teams with simple sales processes and a medium call volume.

3. Service Cloud Voice: complete solution for multichannel support

Service Cloud Voice integrates calls with other support channels such as chat or email, offering a unified customer view. It is ideal for support teams and service centers that need to manage multiple interactions simultaneously.

It includes features like real-time transcription, AI assistance (Einstein), and agent performance analysis. Its main advantage is the ability to manage calls along with other channels from the service console.

However, configuration can be complex and requires working with a compatible telephony provider.

It is best suited for companies with a strong support structure and technical resources to implement it.

4. Aircall: fast integration for sales and phone support

Aircall is a cloud-based VoIP telephony solution, with direct integration to Salesforce through AppExchange. It is known for its ease of implementation and a user-friendly interface, ideal for sales or customer support teams.

It allows for creating phone numbers by country, recording calls, setting up queues, and viewing customer information upon receiving calls.

All of this syncs with Salesforce, facilitating tracking and traceability.

Although Aircall does not offer advanced AI functionalities or deep integration with channels like WhatsApp or email, it is a good option if you’re looking for a simple, fast solution with good technical support.

5. RingCentral CTI: well-known alternative with good technical documentation

RingCentral CTI is one of the most well-known integrations with Salesforce and allows managing calls directly from the CRM. Its focus is on offering a robust telephone system with enterprise support.

It includes recordings, transcription, call transfers, detailed reports, and call control from Salesforce. It also allows integrating video calls and SMS messages, although it is not designed as an omnichannel solution.

It is a solid alternative if you already use RingCentral as your telephony provider, or if you are looking for an established and scalable infrastructure for large teams.

Its technical documentation is complete, which makes it easier to work with in-house developers.

Telephony Solution Options for Salesforce

Salesforce offers different alternatives to integrate telephony within the CRM, each with different features and objectives.

Below, we review the main solutions available and how they can adapt to different teams and workflows.

1. Salesforce Call Center (Open CTI)

Salesforce Call Center allows integrating any telephony system through Open CTI, an API that connects your call provider to Salesforce. This option is ideal for companies that already have their own telephone system.

One of its biggest benefits is the possibility of embedding a softphone directly in the Salesforce interface, which allows making and receiving calls without leaving the CRM. In addition, custom workflows can be configured according to team needs.

It is a very flexible solution, especially useful in environments where the system must adapt to complex processes or combine different tools.

It is also common in call centers that need custom integrations and full system control.

2. Salesforce Sales Dialer

Sales Dialer is a native solution designed for sales teams that handle a high volume of calls, mainly in the United States and Canada. It is fully integrated into Salesforce, which facilitates adoption by users.

With this tool, agents can make calls directly from lead or account records, manage contact lists, and take notes without leaving the panel. Everything is automatically recorded in the system.

Among its most notable features are the local caller ID (to increase answer rate), pre-recorded voicemail, and the ability to create follow-up tasks instantly.

It is a simple but functional option for clearly defined commercial teams.

3. Service Cloud Voice

Service Cloud Voice takes integration to another level by combining phone calls with other digital channels such as chat, email, or social media within the same console. This solution is aimed at multichannel customer service operations.

One of its main strengths is the real-time transcription of calls, which allows agents to focus on the conversation without worrying about taking notes. It also includes automated suggestions via AI to help the agent provide better responses.

In addition, supervisors can monitor live calls, reassign tasks, and view analytics on team performance, all from a single platform.

It is ideal for support centers looking for full control and operational efficiency.

4. Einstein Conversation Insights (ECI)

Although ECI is not a telephony solution by itself, it is a tool that enhances conversation analysis already happening through Salesforce and connected platforms like Zoom, Microsoft Teams, or RingCentral.

With Einstein Conversation Insights, teams can access automatic call summaries, detect key phrases (such as objections or price mentions), and receive action suggestions to continue advancing in the sales process.

It is especially useful for sales leaders looking to improve coaching and team training, as it allows reviewing past interactions and offering feedback based on real and contextual data.

Comparison: Sales Dialer, Call Center, or Service Cloud Voice?

Choosing the most appropriate telephony solution for Salesforce depends on team size, the type of operation, and the level of complexity required.

Each tool offers different functionalities and meets specific needs.

Sales Dialer is a native option focused on sales teams with high outbound call volumes, especially in the US and Canada.

It is easy to use and fully integrated into the CRM, but limited in advanced features and geographic coverage.

On the other hand, the Call Center with Open CTI allows for deeper integration with existing telephony systems. It is ideal for complex workflows, multiple teams, or custom configuration needs.

However, it requires more technical resources for its implementation.

Service Cloud Voice is aimed at support teams working across multiple channels simultaneously. It combines calls, chat, email, and other channels in a single console.

Its major advantage is omnichannel capabilities and real-time AI assistance.

Technical and Geographic Considerations

Before making a decision, it's essential to assess whether the tool is available in your region, as some options, like Sales Dialer, have limited reach.

You also need to consider whether your IT team can handle the implementation, or if a specialized partner is needed.

Scalability is another important factor. While Sales Dialer may work well for small teams, solutions like Open CTI or Service Cloud Voice offer greater capacity for growth and customization.

How to Successfully Implement a Telephony Solution in Salesforce

The first step is to analyze your current workflows: how many calls you manage, how many channels you use, and what information you need to collect.

This will help you define which functionalities are truly essential.

Then, evaluate whether it’s better to work with a native provider or one available on AppExchange. Native providers are usually more integrated, but third-party options may offer more flexibility or specialization in specific industries.

Configuration is also key. You must adjust permissions, visibility, user interface, and automations so that the solution fits how your teams work. The more natural it feels to use, the higher the adoption rate.

It is also critical to define clear KPIs: call volume, response times, resolution rates, or service quality. These indicators will allow you to measure the real impact of the implemented solution.

Finally, ensure that the entire system complies with privacy and data protection regulations like GDPR.

This includes properly managing recordings, obtaining explicit consent, and limiting access to sensitive information.

In short, there is no single valid option for all cases. The most important thing is to understand internal needs well and choose a solution that aligns with the business goals, the type of operation, and the expected growth.

Finally, ensure the entire system complies with privacy and data protection regulations like GDPR.

Recommended Resources for Admins and Technical Teams

To get the most out of telephony solutions in Salesforce, it’s essential to have training and technical resources tailored to each type of implementation.

Whether you manage a small team or need a more complex architecture, these materials will help you start off strong.

Trailhead offers a specific path for Call Center integration in Lightning, explaining the basics of Open CTI, how to set up a softphone, and how to adapt it to your organization.

It’s an excellent base for technical teams looking for custom configurations.

The official Salesforce guides for Sales Dialer and Service Cloud Voice are another indispensable resource. They detail configuration steps, usage limits, integration with other modules, and best practices for team adoption.

It’s also useful to explore real use cases of Einstein Conversation Insights (ECI). Salesforce publishes examples showing how to use the tool to detect call patterns, improve sales coaching, and trigger smart alerts.

If you're in the process design phase, you can use pre-designed templates for call flows and agent training.

These guides help establish scripts, define expected responses, and identify key moments in each interaction to achieve a uniform and efficient experience.

Harmonix AI: Omnichannel Telephony + AI in One Place

Harmonix AI brings together in one solution all the key communication channels, including calls, WhatsApp, email, and LinkedIn, perfectly integrated within Salesforce and other popular CRMs. This true omnichannel approach allows users to view and manage all interactions without switching tools.

Thanks to its artificial intelligence engine, Harmonix automatically summarizes conversations, suggests personalized follow-ups, and detects key opportunities, which dramatically reduces the time spent on repetitive tasks and improves service quality.

Adoption is simple: Harmonix is installed over any existing CRM, without replacing it or requiring complex integrations. This facilitates its use by sales, support, and marketing teams from day one.

Additionally, it offers a unified dashboard for the entire team, where each interaction is recorded and traceable. This way, everyone works with the same updated information, improving internal collaboration and accelerating strategic decision-making.

In short, Harmonix AI not only centralizes communications, it transforms the daily work of teams into a faster, more connected, and productive environment, where information flows in real time and with full context.

Frequently Asked Questions (FAQs)

What is integrated telephony with Salesforce and how is it configured?

It is the ability to make, receive, and manage calls directly within the Salesforce environment, without needing to use other external platforms.

The configuration depends on the chosen solution. Some, like Salesforce Sales Dialer, are activated from within the CRM itself, while others, like Open CTI, require integrating an external provider through an API.

In all cases, the goal is to centralize communication and automate tasks, such as call logging, note creation, and real-time information display.

What are the differences between Salesforce Sales Dialer and Call Center?

Sales Dialer is a native Salesforce tool, designed for sales teams making outbound calls, especially in the US and Canada. Its focus is simple, direct, and aimed at sales follow-up.

The Call Center (Open CTI) is much more flexible. It allows integrating any telephony system and customizing workflows, interfaces, and behaviors.

It is ideal for companies with more complex needs or that already have an in-house telephone infrastructure.

The main difference lies in the level of customization and the type of operation each supports.

Can I record and transcribe calls directly in Salesforce?

Yes, many integrated telephony solutions allow for recording calls and automatically transcribing them within Salesforce.

This functionality depends on the provider and the type of license you have.

For example, tools like Service Cloud Voice and Einstein Conversation Insights (ECI) offer real-time transcription and post-call analysis, which facilitates regulatory compliance and improves team training.

Which telephony providers work with Salesforce?

Salesforce allows working with numerous providers through direct integrations or via AppExchange, its application marketplace. Some of the most well-known are:

• RingCentral
  
  
• Aircall
  
  
• Twilio
  
  
• Vonage
  
  
• Genesys
  
  

You can also use Open CTI to connect your existing telephony system. The important thing is that the provider is compatible with Salesforce’s technical specifications.

How can I integrate WhatsApp and calls into a single dashboard?

To achieve this, you need a solution that offers true omnichannel capabilities, meaning the ability to unify different channels (such as calls, WhatsApp, email, and LinkedIn) in a single workspace.

Salesforce has partial integrations with WhatsApp through Digital Engagement and ecosystem partners, but for a fully unified experience in a single control panel, it’s best to work with more advanced solutions specialized in this type of integration.

What advantages does Harmonix offer compared to other telephony options for Salesforce?

Harmonix AI stands out for its 100% omnichannel approach, integrating calls, emails, WhatsApp, LinkedIn, and more, all within a single panel connected to the CRM.

In addition, it incorporates artificial intelligence to suggest follow-ups, summarize conversations, and automate tasks, enabling teams to work faster and make better decisions based on real data.

Another major advantage is its easy implementation, as Harmonix installs over any CRM without replacing it. This facilitates adoption and reduces technical complexity, allowing for quick activation without large development efforts.

It is an ideal solution for companies seeking productivity, agility, and a complete customer view in one place.