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Unaric Voice: Partner Contact Center & Service Cloud Voice for Microsoft Teams

Native Teams Phone telephony for Salesforce Partner Contact Center

Overview

Run Salesforce Partner Contact Center (Service Cloud Voice) on Microsoft Teams Phone. Agents work in Omni-Channel with live transcription. Moving from Open CTI? Keep your Teams numbers and routing, with no number porting.

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See How Unaric Voice: Partner Contact Center & Service Cloud Voice for Microsoft Teams Works

  • TEAMS PHONE FOR PARTNER CONTACT CENTER Unaric is listed by Salesforce for Partner Contact Center and connects Teams Phone through the Partner Telephony model. Agents work in the native Salesforce workspace, and Teams Phone stays the phone system.

  • LIVE CALL TRANSCRIPTION, CONTROLLED BY ADMINS Calls answered in Omni-Channel are transcribed live. Admins choose whether it is on and starts on answer. With auto-start off, agents ask for consent first. Captions run in more than 30 languages.

  • AI WRAP-UP WITH AGENTFORCE FOR SERVICE Work Summaries in the Agentforce for Service add-on, or Einstein for Service on older licenses, fills in the summary, issue and resolution from the transcript. Agents review and save instead of typing notes.

  • CONSULTED TRANSFERS KEEP THE TRANSCRIPT When an agent consults a colleague, the colleague sees the transcript before joining, so the caller does not explain twice. Each leg is its own Voice Call record, linked by previous and next call.

  • AGENTS WORK IN OMNI-CHANNEL Calls arrive in Omni-Channel in the Service or Sales Console. Agents answer, hold, mute and transfer in Salesforce's telephony interface. The Voice Call record opens, with the contact when the caller's number matches.

  • CALL REPORTING FOR SERVICE LEADERS Each Voice Call record shows direction, status, the related record and when the call started, was accepted and ended, so leaders see how long callers waited. Report on it with standard Salesforce reports.

  • MOVING FROM OPEN CTI Plan your move to Partner Contact Center before Open CTI retires in February 2028, on the same Teams Phone: no new telephony provider, no number porting and no Teams routing to rebuild.

  • INSTALLED IN YOUR SANDBOX IN ONE SESSION Bring your Salesforce and Microsoft admins to the kickoff. They install the package, approve Unaric's apps and connect the org that runs Partner Contact Center. Testing follows with a named engineer.

  • CALL AUDIO STAYS IN MICROSOFT TEAMS Unaric is not in the live audio path and does not store call audio or transcripts. Captions go from the agent's client directly to Salesforce, which helps security reviews in regulated teams.

Unaric Voice connects Microsoft Teams Phone to Salesforce Partner Contact Center, also known as Service Cloud Voice and Salesforce Voice. Teams Phone remains your phone system. Salesforce remains the agent workspace. FAQs Q: Is Unaric an official Salesforce path? A: Yes. Unaric uses Salesforce's Partner Telephony model and Connector API, and is listed by Salesforce for Partner Contact Center. Q: Does Unaric replace our contact center platform? A: No. Unaric connects Microsoft Teams Phone into Salesforce Partner Contact Center. It does not replace a contact center platform. Q: We use Open CTI today. Can we move with Unaric? A: Yes, to Partner Contact Center on the same Teams Phone foundation, with no number porting. Run Open CTI until February 28, 2028 and move when the timing fits. Q: How long does Unaric setup take? A: Unaric is installed in your Salesforce sandbox in one session when your admins join the kickoff. Your team then tests, and go-live is typically within a few weeks. Q: How is Unaric priced and supported? A: Per user per month, 15-user minimum, under the Unaric SLA. See the Pricing and Support tabs.

Categories

Business Needs
Sales
Customer Service
Telephony
Industries
Horizontal Product
Personas
Architect
Sales Representative / Manager
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
Multiple Currencies
Supports Salesforce orgs that use Multiple Currencies.
Person Accounts
Supports Salesforce orgs that use Person Accounts.
Sales Programs
Supports Sales Programs, which provides sales teams with AI-powered coaching, actionable insights, and automated program delivery. Learn More
Managed Package
This product is installed in your Salesforce org as a managed package and receives automatic upgrades.
No Limits
Lightning Ready
Agentforce
Multiple Currencies
Person Accounts
Sales Programs
Managed Package

Compatibility

Required Salesforce Products
This solution requires these products in order to work. Before you implement the solution, check that you have these products.
Sales Cloud
Service Cloud
Platform Cloud
Compatible Salesforce Products
This solution is tested to work with and extends the value of these products, but doesn't require them.
Sales Cloud
Service Cloud
Financial Services Cloud
Salesforce Editions
Enterprise
Unlimited
Developer
Supported Languages
Arabic
Dutch
English
Finnish
French
German
Danish
Italian
Japanese
Korean
Portuguese
Russian
Simplified Chinese
Spanish
Swedish
Thai
Traditional Chinese

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