--- schema_version: "1" id: ea968c9ef95e33d9ae2468e6320285dc0ef7cb31325c11ce7bf990e94226efef title: Salesforce Voice collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/260-0-0/rn_afcc_sv_salesforce_voice.md canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_salesforce_voice.htm&release=260&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 393734924f43dac242c6ada5eba6c4a28db75650fe4707130802434de4de0512 description: Manage every part of voice communication, from procurement to post-call analysis, with Salesforce’s new built-in voice offering. You get complete unification with Omni-Channel routing and simplified presence synchronization for your service reps. This unified experience is powered by several critical, seamlessly integrated components built directly on the Salesforce platform. Enjoy deeper customization, tighter alignment, and the ability to fully leverage Agentforce capabilities. products: - Cross Cloud Packages Solutions release: "260" --- # Salesforce Voice Manage every part of voice communication, from procurement to post-call analysis, with Salesforce’s new built-in voice offering. You get complete unification with Omni-Channel routing and simplified presence synchronization for your service reps. This unified experience is powered by several critical, seamlessly integrated components built directly on the Salesforce platform. Enjoy deeper customization, tighter alignment, and the ability to fully leverage Agentforce capabilities. - **[Simplify Agentforce Contact Center Feature Discovery and Setup](https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_setup_on_go.htm&release=260&type=5)** With Salesforce Go, you can discover, set up, configure Agentforce Contact Center features all from a single location in Setup. Learn more about features and get help with configuration by accessing content resources and links. - **[Directly Procure and Manage Numbers and Channels](https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_number_management.htm&release=260&type=5)** Procure and configure new phone numbers in a few simple steps, eliminating setup delays and external vendors. Configure your default Caller Line Identification (CLI) so that your service reps can begin making calls immediately. Create an optimized customer service experience by routing inbound communications from various channels, like phone, SMS, and WhatsApp, to queues or flows. - **[Streamline Communication with WhatsApp Voice Calls](https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_wa_voice.htm&release=260&type=5)** Streamline support workflows, reduce telecommunication costs, and deliver a streamlined communication experience by enabling digital voice calls initiated directly from WhatsApp. Service reps can manage these calls alongside other channels in a unified Service console. This feature helps improve first-call resolution and customer satisfaction. - **[Scale Support Capacity by Integrating AI Agents](https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_iva.htm&release=260&type=5)** Reduce costs and customer wait time by using Agentforce Service agents to handle repetitive requests 24 hours a day. Your service reps can focus on more complex, high-value interactions‌. - **[Streamline Service Operations with Interactive Voice Response](https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_ivr.htm&release=260&type=5)** Reduce service rep workload for low-complexity issues, reduce customer wait times and transfer rates, and improve first-call resolution with Interactive Voice Response (IVR). Your customers can use self-service options for simple tasks while also making sure that they’re intelligently routed to the correct service rep or department. - **[Align Your Brand Voice Using Configurable In-Call Media](https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_manage_media.htm&release=260&type=5)** Deliver a consistent, professional, and compliant caller experience while giving admins full control over in-call audio. Admins can configure, organize, and assign media file URLs for greetings, announcements, and hold music. This feature makes it easier to apply branded and compliance-related audio across multiple interaction points. - **[Track Usage with Comprehensive Reporting](https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_reporting.htm&release=260&type=5)** Gain end-to-end visibility into contact center performance with customizable, out-of-the-box historical reports in Command Center for Service. Supervisors can track trends, evaluate service rep and agent performance, and make data-driven decisions directly within the Command Center for Service along with viewing the current real-time insights. - **[Increase Outreach Efficiency with Integrated Calling Tools](https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_agent_exp.htm&release=260&type=5)** Equip your reps to make calls effortlessly via a dial pad, copy-paste, or a simple click-to-call function. This integrated approach not only increases your team's efficiency and reduces misdials, but also captures all call activity. With this data, you can better analyze and optimize your outreach strategies, leading to more effective sales engagement and an improved customer experience. - **[Stay Compliant by Recording and Transcribing Calls](https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_record_and_transcribe_calls.htm&release=260&type=5)** Remove dependency on third-party telephony partners and fulfill critical operational and compliance needs. Use transcription and recording to evaluate and train your service reps, maintain an authoritative record for dispute resolution, and adhere to regulatory compliance requirements. For granular recording and transcription capabilities, add specific actions to Omni-Channel flows. #### See Also - [_Salesforce Help:_ Offer Phone Support with Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_salesforce_voice.htm&type=5&language=en_US)