Supported Editions for Voice

Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.

Note Salesforce Voice (Native Telephony) is now part of Agentforce Contact Center. Meanwhile, Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) is now part of Partner Contact Center. You may see references to telephony models including Salesforce Voice (Native Telephony), Salesforce Voice with Amazon Connect, Salesforce Voice with Partner Telephony, and Salesforce Voice with Partner Telephony from Amazon Connect in Salesforce applications and documentation. For a terminology reference, see this Knowledge Article.

User Interfaces

Salesforce Voice is available in Lightning Experience only.

Editions

Salesforce Voice (Native Telephony) is available in these editions.

Enterprise
Performance
Unlimited

Salesforce Voice with Telephony Providers is available in these editions.

Enterprise
Unlimited
Developer

Add-Ons

Salesforce Voice (Native Telephony) is available in Agentforce Service (formerly Service Cloud) with the Agentforce Contact Center add-on.

Depending on the telephony model, Salesforce Voice with Telephony Providers is available in Agentforce Sales (formerly Sales Cloud), Agentforce Service (formerly Service Cloud), and Government Cloud with the Salesforce Voice add-on. It’s also available in Agentforce for Industries built from Sales or Service.

Telephony Model	Service	Sales	Government
Salesforce Voice with Amazon Connect	Supported	Supported	Not supported
Salesforce Voice with Partner Telephony from Amazon Connect	Supported	Supported	Supported
Salesforce Voice with Partner Telephony	Supported	Supported	Supported

To learn more about add-ons, contact your account executive or go to Your Account.