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Webex Contact Center for Salesforce

Integrate AI-Powered Webex Contact Center with Salesforce

Overview

Unify Webex Contact Center voice with Salesforce Service Cloud Voice. Give agents a single workspace for customer context, native telephony, AI-powered workflows, and faster service without switching applications.

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See How Webex Contact Center for Salesforce Works

  • Unified Salesforce agent workspace: Answer and manage Webex Contact Center voice calls inside the Service Cloud Voice Omni-gadget, reducing context switching.

  • Native VoiceCall lifecycle: Create and update Salesforce VoiceCall records from Webex Contact Center flows so interaction details stay with the customer record.

  • Omni-Channel routing and screen pops: Execute Salesforce Omni-Channel flows to route calls and show relevant customer context as interactions arrive or transfer.

  • Flexible admin configuration: Manage contact center definitions, credentials, presence mappings, flow variables, permission sets, and phone-number translation rules.

  • Real-time voice features: Support WebRTC calling, call recording controls, recording playback, and real-time transcription within the Salesforce experience.

Webex Contact Center for Salesforce Service Cloud Voice brings Webex Contact Center voice capabilities directly into the Salesforce Lightning Service Console. Agents can handle customer calls in the Service Cloud Voice Omni-gadget, see relevant Salesforce context, and keep interaction data connected to the customer record without switching applications. Built for Salesforce Service Cloud Voice with Bring Your Own Telephony (BYOT), the integration lets Webex Contact Center flows create and update Salesforce VoiceCall records, execute Salesforce Omni-Channel flows for routing and automation, and pass call variables for screen pops and downstream workflows. Administrators can configure the contact center definition, credentials, presence status mappings, flow variables, permission sets, remote site settings, and phone-number translation rules. The solution supports WebRTC calling, call recording controls, recording playback, and real-time transcription so teams can deliver faster service, improve data quality, and give supervisors a more complete view of customer interactions inside Salesforce.

Categories

Business Needs
Sales
Productivity
Customer Service
Industries
Horizontal Product
Personas
Administrator
Developer
Service Agent / Supervisor
Features
No Limits
This product's apps, tabs, and objects don't count against your Salesforce org limits. Learn More in Help
Lightning Ready
Optimized for Salesforce orgs that use Lightning Ready.
Agentforce
Agentforce solutions are customizable, conversational, AI assistants. They boost Salesforce user productivity in a safe way by facilitating everyday business interactions across a wide range of workflows and tasks. Learn More
Managed Package
This product is installed in your Salesforce org as a managed package and receives automatic upgrades.
Lightning App Builder
Ready to use in the Salesforce Lightning App Builder.
Accessible Solution
This company indicates that their solution meets certain accessibility standards. To learn more, review the Accessibility Conformance Report provided by the company. We don't independently audit a solution's accessibility.
View Report
No Limits
Lightning Ready
Agentforce
Managed Package
Lightning App Builder
Accessible Solution

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