---
schema_version: "1"
id: c696cb5df454c670201ee0dfafb1a406836da384c47b6d782088b111b7c454fc
title: Choose Your Voice Telephony Model
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_telephony_models.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_telephony_models.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: f965bab73fc7f98b091bb2da3eeaad20dfb4b348b8063e28fdf770858d325c2e
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Choose Your Voice Telephony Model

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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></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>

![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. 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](https://help.salesforce.com/s/articleView?id=005393582&type=1&language=en_US).

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:20%">
        <col style="width:20%">
        <col style="width:20%">
        <col style="width:20%">
        <col style="width:20%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d129999e75">Product</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d129999e78">
            <p>Agentforce Contact Center Voice </p>
            <p style="margin-bottom:0;">(formerly Salesforce Voice Native
              Telephony)</p>
          </th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d129999e83">
            <p>Partner Contact Center Voice </p>
            <p style="margin-bottom:0;">(formerly Salesforce Voice with Partner
              Telephony)</p>
          </th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d129999e88">
            <p>Partner Contact Center with Amazon Connect </p>
            <p style="margin-bottom:0;">(formerly Salesforce Voice with
              Amazon Connect)</p>
          </th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d129999e93">
            <p>Partner Contact Center with Amazon Connect - Bring Your Own </p>
            <p style="margin-bottom:0;">(formerly
              Salesforce Voice with Partner Telephony from Amazon Connect)</p>
          </th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d129999e75 ">Summary</td>

          <td data-label="Agentforce Contact Center Voice (formerly Salesforce Voice Native Telephony)" class="slds-cell-wrap" style="vertical-align:top;" headers="d129999e78 ">Use the built-in telephony offering from Salesforce.</td>

          <td data-label="Partner Contact Center Voice (formerly Salesforce Voice with Partner Telephony)" class="slds-cell-wrap" style="vertical-align:top;" headers="d129999e83 ">Integrate Voice with the telephony provider of your choice.</td>

          <td data-label="Partner Contact Center with Amazon Connect (formerly Salesforce Voice with Amazon Connect)" class="slds-cell-wrap" style="vertical-align:top;" headers="d129999e88 ">Create a Voice contact center with telephony provided by Amazon Connect. </td>

          <td data-label="Partner Contact Center with Amazon Connect - Bring Your Own (formerly Salesforce Voice with Partner Telephony from Amazon Connect)" class="slds-cell-wrap" style="vertical-align:top;" headers="d129999e93 ">Integrate Voice with your existing Amazon Connect contact center.</td>

        </tr>
        <tr class="">
          <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d129999e75 ">Telephony provider</td>

          <td data-label="Agentforce Contact Center Voice (formerly Salesforce Voice Native Telephony)" class="slds-cell-wrap" style="vertical-align:top;" headers="d129999e78 ">Salesforce</td>

          <td data-label="Partner Contact Center Voice (formerly Salesforce Voice with Partner Telephony)" class="slds-cell-wrap" style="vertical-align:top;" headers="d129999e83 ">Your own telephony provider. Ask your Salesforce representative whether your
            provider can be used with Voice.</td>

          <td data-label="Partner Contact Center with Amazon Connect (formerly Salesforce Voice with Amazon Connect)" class="slds-cell-wrap" style="vertical-align:top;" headers="d129999e88 ">Amazon Connect</td>

          <td data-label="Partner Contact Center with Amazon Connect - Bring Your Own (formerly Salesforce Voice with Partner Telephony from Amazon Connect)" class="slds-cell-wrap" style="vertical-align:top;" headers="d129999e93 ">Amazon Connect</td>

        </tr>
        <tr class="">
          <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d129999e75 ">Best for you if...</td>

          <td data-label="Agentforce Contact Center Voice (formerly Salesforce Voice Native Telephony)" class="slds-cell-wrap" style="vertical-align:top;" headers="d129999e78 ">You want fast and easy end-to-end setup with out-of-the-box Agentforce
            voice-enabled agents.</td>

          <td data-label="Partner Contact Center Voice (formerly Salesforce Voice with Partner Telephony)" class="slds-cell-wrap" style="vertical-align:top;" headers="d129999e83 ">You want the Voice service rep and customer experience, but you’re happy with
            your current telephony provider.</td>

          <td data-label="Partner Contact Center with Amazon Connect (formerly Salesforce Voice with Amazon Connect)" class="slds-cell-wrap" style="vertical-align:top;" headers="d129999e88 ">You want the Voice service rep and customer experience, and you want all the
            setup help you can get.</td>

          <td data-label="Partner Contact Center with Amazon Connect - Bring Your Own (formerly Salesforce Voice with Partner Telephony from Amazon Connect)" class="slds-cell-wrap" style="vertical-align:top;" headers="d129999e93 ">You want the Voice service rep and customer experience, but you already built out
            your own Amazon Connect contact center.</td>

        </tr>
        <tr class="">
          <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d129999e75 ">Setup process</td>

          <td data-label="Agentforce Contact Center Voice (formerly Salesforce Voice Native Telephony)" class="slds-cell-wrap" style="vertical-align:top;" headers="d129999e78 ">Use Salesforce Go to set up a basic Agentforce Contact Center.</td>

          <td data-label="Partner Contact Center Voice (formerly Salesforce Voice with Partner Telephony)" class="slds-cell-wrap" style="vertical-align:top;" headers="d129999e83 ">Set up Voice in Salesforce through Setup pages. Manually integrate your telephony
            provider with Voice using a managed package.</td>

          <td data-label="Partner Contact Center with Amazon Connect (formerly Salesforce Voice with Amazon Connect)" class="slds-cell-wrap" style="vertical-align:top;" headers="d129999e88 ">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.</td>

          <td data-label="Partner Contact Center with Amazon Connect - Bring Your Own (formerly Salesforce Voice with Partner Telephony from Amazon Connect)" class="slds-cell-wrap" style="vertical-align:top;" headers="d129999e93 ">Set up Voice in Salesforce through Setup pages. Manually configure your Amazon
            Connect instance, contact flows, and AWS services such as Lambda functions.</td>

        </tr>
        <tr class="">
          <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d129999e75 ">Billing process</td>

          <td data-label="Agentforce Contact Center Voice (formerly Salesforce Voice Native Telephony)" class="slds-cell-wrap" style="vertical-align:top;" headers="d129999e78 ">You receive a single bill from Salesforce.</td>

          <td data-label="Partner Contact Center Voice (formerly Salesforce Voice with Partner Telephony)" class="slds-cell-wrap" style="vertical-align:top;" headers="d129999e83 ">You receive separate bills from Salesforce and your telephony provider.</td>

          <td data-label="Partner Contact Center with Amazon Connect (formerly Salesforce Voice with Amazon Connect)" class="slds-cell-wrap" style="vertical-align:top;" headers="d129999e88 ">You receive a single bill from Salesforce. You can monitor telephony usage and
            other metrics in a Salesforce report.</td>

          <td data-label="Partner Contact Center with Amazon Connect - Bring Your Own (formerly Salesforce Voice with Partner Telephony from Amazon Connect)" class="slds-cell-wrap" style="vertical-align:top;" headers="d129999e93 ">You receive separate bills from Salesforce and Amazon Web Services.</td>

        </tr>
        <tr class="">
          <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d129999e75 ">Customer support</td>

          <td data-label="Agentforce Contact Center Voice (formerly Salesforce Voice Native Telephony)" class="slds-cell-wrap" style="vertical-align:top;" headers="d129999e78 ">Includes Salesforce Standard Support.</td>

          <td data-label="Partner Contact Center Voice (formerly Salesforce Voice with Partner Telephony)" class="slds-cell-wrap" style="vertical-align:top;" headers="d129999e83 ">Includes Salesforce Standard Support.</td>

          <td data-label="Partner Contact Center with Amazon Connect (formerly Salesforce Voice with Amazon Connect)" class="slds-cell-wrap" style="vertical-align:top;" headers="d129999e88 ">Includes Salesforce Standard Support.</td>

          <td data-label="Partner Contact Center with Amazon Connect - Bring Your Own (formerly Salesforce Voice with Partner Telephony from Amazon Connect)" class="slds-cell-wrap" style="vertical-align:top;" headers="d129999e93 ">Includes Salesforce Standard Support.</td>

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