Voice

Explore enhancements to voice capabilities that support inbound service and proactive outbound engagement across your rep and AI workforce. To use our built-in telephony product, set up Salesforce Voice (Native Telephony). To connect your contact center to a third-party telephony provider, such as Amazon Connect, set up Salesforce Voice with Telephony Providers (formerly Service Cloud Voice).

Product Area	Release Notes
Salesforce Voice (Native Telephony)	Transfer Your Salesforce Voice Agentforce Agent Conversations to a Service Rep in Agentforce Contact Centers Accelerate Proactive Customer Outreach with Automated Outbound Calling Stabilize Rep Experience by Preventing Calls Before Reps Are Ready Deliver Better Service with Flexible Scheduled Callbacks Preview Callback Request Before Dialing Manage Voice Calls with Headset in Agentforce Contact Centers Easily Prioritize Urgent Customer Calls with SLA-Based Routing Manage Telephony Audio Directly in Salesforce Enhance Voice Transcription Performance Maintain Business Continuity with Effortless Voice Number Porting Boost First-Call Resolution by Transferring Outbound Calls Scale Global Communications with Expanded IVR Languages and Voice Profiles Streamline IVR Flows with Variable-Based Media Selection Enjoy Uninterrupted Calls with Automatic Session Restoration Manage Number Leases with Detailed Usage Metrics Link Voice Calls to Their Source Records Automatically in Agentforce Contact Centers Link Voice Calls to Work Orders Directly Build Stronger Customer Relationships with Last Support Rep Routing Customize Salesforce Voice by Using Toolkit API
Salesforce Voice with Telephony Providers	Stabilize Rep Experience by Preventing Calls Before Reps Are Ready Deliver Better Service with Flexible Scheduled Callbacks Preview Callback Request Before Dialing Link Voice Calls to Work Orders Directly Track Your Telephony Models with New Salesforce Voice Names Track Your Permission Sets and Licenses with New Salesforce Voice Names Improve Your Contact Center Security with External Client Apps Do More with Unified Routing Using Callbacks, Transfer to Flow, and Route Voice Call API Streamline Disaster Recovery with Automated Status Migration Directly Manage Your Caller Identity with Autonomous Phone Number Assignment Record Personalized Voicemail Greetings for Inbound Calls Boost Rep Productivity with Voicemail Drop for Outbound Calls Get the Latest Enhancements for Your Amazon Connect Contact Center Keep an Audit Trail of Voice Call Record Changes (Pilot) Improve Security for Partner Telephony by Migrating to an External Client App