---
schema_version: "1"
id: 8258f42603c5cf956164572b8870d168a081d85ebcebf5ab00ab9676cbc084e5
title: Offer Native Phone Support with Agentforce Contact Center
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/afcc_sv_salesforce_voice.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.afcc_sv_salesforce_voice.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: d58371818cb5d547dbce34d86f5106436f78178a9f07e009683dbeae3b7c68d7
description: With built-in voice capability from Agentforce Contact Center, Salesforce manages every part of voice communication, from procurement to post-call analysis. Voice offers deep customization, tight alignment, and the ability to fully leverage Agentforce capabilities.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Offer Native Phone Support with Agentforce Contact Center

With built-in voice capability from Agentforce Contact Center, Salesforce manages every part of voice communication, from procurement to post-call analysis. Voice offers deep customization, tight alignment, and the ability to fully leverage Agentforce capabilities.

### Required Editions

This article applies to:

Agentforce Contact Center Voice (formerly Salesforce Voice Native Telephony)

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table>

With Salesforce’s 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:

- **Number Procurement and Provisioning:** Acquire and configure new phone numbers in a few steps within Salesforce. There's no need to configure the number externally or manage service providers. Salesforce handles everything on your behalf.
- **Interactive Voice Response and Omni-Channel Routing:** With IVR and advanced routing powered by Omni-Channel Flow and CRM data, guide customers to the right place based on their context and history.
- **Agentic AI Assistance:** Leverage AI agents powered by Agentforce Voice to automate and elevate customer interactions.
- **Salesforce Voice Capabilities:** Use built-in telephony to route calls to and connect audio for contact center reps, enable supervisor listen-in, and record and transcribe calls.

Agentforce Contact Center Voice moves your contact center from a cost center to a strategic asset. By unifying everything on the Salesforce platform, you address common challenges and unlock significant efficiency gains.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col>
        <col>
        <col>
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d115767e106">Category</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d115767e109">Benefit</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d115767e112">Details</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Category" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d115767e106 ">Operational Efficiency</td>

          <td data-label="Benefit" class="slds-cell-wrap" style="vertical-align:top;" headers="d115767e109 ">Remove Vendor Dependency</td>

          <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d115767e112 ">Simplified setup with centralized number management without relying on external
            integrations with telco vendor systems</td>

        </tr>
        <tr class="">
          <td data-label="Benefit" class="slds-cell-wrap" style="vertical-align:top;" headers="d115767e109 ">Simplify Administration</td>

          <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d115767e112 ">Single place to view, control, and track numbers across channels</td>

        </tr>
        <tr class="">
          <td data-label="Benefit" class="slds-cell-wrap" style="vertical-align:top;" headers="d115767e109 ">Lighten Rep Workload</td>

          <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d115767e112 ">AI and IVR handle routine issues so reps focus on high-value work</td>

        </tr>
        <tr class="">
          <td data-label="Category" class="slds-cell-wrap" rowspan="4" style="vertical-align:top;" headers="d115767e106 ">Enhanced Customer and Rep </td>

          <td data-label="Benefit" class="slds-cell-wrap" style="vertical-align:top;" headers="d115767e109 ">Deliver Context-Aware Service</td>

          <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d115767e112 ">Reps start calls with full customer context and history</td>

        </tr>
        <tr class="">
          <td data-label="Benefit" class="slds-cell-wrap" style="vertical-align:top;" headers="d115767e109 ">Enable Seamless Handoff</td>

          <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d115767e112 ">AI transfers include transcript and customer context</td>

        </tr>
        <tr class="">
          <td data-label="Benefit" class="slds-cell-wrap" style="vertical-align:top;" headers="d115767e109 ">Integrate Digital Channels Seamlessly</td>

          <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d115767e112 ">Voice calls from digital channels with instant customer history</td>

        </tr>
        <tr class="">
          <td data-label="Benefit" class="slds-cell-wrap" style="vertical-align:top;" headers="d115767e109 ">Control Professional Branding</td>

          <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d115767e112 ">Full control over in-call audio with instant updates</td>

        </tr>
      </tbody>
    </table>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note Salesforce Voice (Native Telephony) is now part of Agentforce Contact Center. You may see references to Salesforce Voice (Native Telephony) in Salesforce applications and documentation. For a terminology reference, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005393582&type=1&language=en_US). To learn more about our partner telephony solution instead, see [Partner Contact Center Voice](https://help.salesforce.com/s/articleView?id=service.voice_about.htm&language=en_US).

- **[Set Up Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_setup.htm&release=264.0.0&type=5)**  
    Get up and running with Salesforce Voice in Agentforce Contact Center.
- **[Customize Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_customize.htm&release=264.0.0&type=5)**  
    You have successfully completed all the necessary setup tasks, and Salesforce Voice in Agentforce Contact Center is now operational. While it is not mandatory, you have the option to customize Salesforce Voice further, unlocking advanced capabilities that can significantly enhance the overall experience for your customers, reps, and supervisors.
- **[Monitor Salesforce Voice in Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.afcc_sv_monitor.htm&release=264.0.0&type=5)**  
    Monitor the performance of your Agentforce Contact Center.
- **[Supervise and Train Reps on Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_supervise.htm&release=264.0.0&type=5)**  
    Train and monitor your Salesforce Voice reps.
- **[Help Customers on the Phone with Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_help_customers.htm&release=264.0.0&type=5)**  
    In Agentforce Contact Center, increase rep efficiency by making calls effortlessly via a dial pad, copy-paste, or a simple click-to-call.
- **[Understand Billing for Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.afcc_sv_understand_billing.htm&release=264.0.0&type=5)**  
    Agentforce Contact Center telephony usage is metered automatically and billed as Agentforce Contact Center voice credits through the Digital Wallet. Understanding what gets billed, how credits are calculated, and where to monitor usage helps contact center administrators stay on top of costs and avoid surprises.
- **[Bring Your Own Carrier to Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.afcc_sv_byocarrier.htm&release=264.0.0&type=5)**  
    Agentforce Contact Center is available globally to customers in 30+ countries via a Bring Your Own Carrier (BYOC) model. It delivers a resilient, high-quality voice solution designed for enterprise-grade reliability around the world. Bring your existing carrier relationships into Agentforce Contact Center (AFCC), preserving the commercial terms, SLAs, and regional coverage you've already negotiated. That flexibility extends to your phone numbers too - the ones you've printed on product boxes, embedded in marketing collateral worldwide, and those saved by your customers, stay exactly the same. Bring Your Own Carrier gives you the best of both worlds – the AI-first capabilities of Agentforce Contact Center, paired with the freedom to work with the voice carrier you already know and trust.