Voice comes in multiple flavors that vary based on telephony provider, setup process, and other characteristics. Compare them to decide which is the best option for your business.
Required Editions
| View supported editions. |
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.
| Product |
Agentforce Contact Center Voice (formerly Salesforce Voice Native Telephony) |
Partner Contact Center Voice (formerly Salesforce Voice with Partner Telephony) |
Partner Contact Center with Amazon Connect (formerly Salesforce Voice with Amazon Connect) |
Partner Contact Center with Amazon Connect - Bring Your Own (formerly Salesforce Voice with Partner Telephony from Amazon Connect) |
|---|---|---|---|---|
| Summary | Use the built-in telephony offering from Salesforce. | Integrate Voice with the telephony provider of your choice. | Create a Voice contact center with telephony provided by Amazon Connect. | Integrate Voice with your existing Amazon Connect contact center. |
| Telephony provider | Salesforce | Your own telephony provider. Ask your Salesforce representative whether your provider can be used with Voice. | Amazon Connect | Amazon Connect |
| Best for you if... | You want fast and easy end-to-end setup with out-of-the-box Agentforce voice-enabled agents. | You want the Voice service rep and customer experience, but you’re happy with your current telephony provider. | You want the Voice service rep and customer experience, and you want all the setup help you can get. | You want the Voice service rep and customer experience, but you already built out your own Amazon Connect contact center. |
| Setup process | Use Salesforce Go to set up a basic Agentforce Contact Center. | Set up Voice in Salesforce through Setup pages. Manually integrate your telephony provider with Voice using a managed package. | Set up Voice in Salesforce through Setup pages. Update a few settings in Amazon Connect. Salesforce takes care of most of the setup for you, including creating your Amazon Connect instance. | Set up Voice in Salesforce through Setup pages. Manually configure your Amazon Connect instance, contact flows, and AWS services such as Lambda functions. |
| Billing process | You receive a single bill from Salesforce. | You receive separate bills from Salesforce and your telephony provider. | You receive a single bill from Salesforce. You can monitor telephony usage and other metrics in a Salesforce report. | You receive separate bills from Salesforce and Amazon Web Services. |
| Customer support | Includes Salesforce Standard Support. | Includes Salesforce Standard Support. | Includes Salesforce Standard Support. | Includes Salesforce Standard Support. |