---
schema_version: "1"
id: 78f14c47e4b34c6d7567bcc4faca469e27ad3104762d83b1175234a172144030
title: Add Voice Channels to Your Contact Center
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_top_level.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_top_level.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: c61525fdca937af3db9400e77dceebd8720a5350a5dd353cf06d406d5190cf37
description: Add voice capabilities to support inbound service and proactive outbound engagement across your rep and AI workforce.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Add Voice Channels to Your Contact Center

Add voice capabilities to support inbound service and proactive outbound engagement across your rep and AI workforce.

Ready to get started? First, choose the telephony option that fits your needs. To use our built-in telephony product, set up voice from Agentforce Contact Center (formerly Salesforce Voice Native Telephony). To connect your contact center to a third-party telephony provider, such as Amazon Connect, set up voice from Partner Contact Center (formerly Salesforce Voice with Telephony Providers and Service Cloud Voice).

![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).

- **[Supported Editions for Voice](https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5)**  
    Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.
- **[Choose Your Voice Telephony Model](https://help.salesforce.com/s/articleView?id=service.voice_telephony_models.htm&release=264.0.0&type=5)**  
    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.
- **[Offer Native Phone Support with Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.afcc_sv_salesforce_voice.htm&release=264.0.0&type=5)**  
    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.
- **[Connect Voice from a Partner Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_about.htm&release=264.0.0&type=5)**  
    Let service reps answer and make calls and resolve customer issues from Salesforce in a contact center backed by a third-party telephony or contact center as a service (CCaaS) provider.
- **[Assess Interaction Quality for Voice Calls](https://help.salesforce.com/s/articleView?id=service.voice_quality_management.htm&release=264.0.0&type=5)**  
    Set up and use evaluation forms to assess rep and customer Voice Call interactions.