Salesforce Service Cloud Voice

Embed Diabolocom’s voice system natively within Salesforce Service Cloud to unify call handling, CRM data, and automation in real time.

Integrate Calls with Salesforce Service Cloud Voice

Manage calls seamlessly with Diabolocom’s Salesforce Service Cloud Voice integration. Simplify your agents’ work: make and receive calls directly from the agent console without leaving Salesforce, while accessing customer data in a single glance.

Discover an all-in-one solution that is seamless, intelligent, and truly omnichannel.

Enhance the Customer Experience with an Omnichannel Approach

The Salesforce Service Cloud Voice integration with Diabolocom allows you to manage all communications within a fully omnichannel strategy from a single interface. Your agents gain a 360-degree view of every interaction, ensuring a smooth journey for your customers.

Turn each interaction into an opportunity to strengthen customer loyalty and satisfaction.

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Boost Performance with Salesforce Service Cloud Voice Integration

A Unified Omnichannel Interface

Deliver a smooth experience for your teams with Diabolocom’s Salesforce Service Cloud Voice integration. All channels—voice, email, chat, and social media—are centralized and accessible directly within Salesforce Service Cloud.

Call Campaign Configuration

With Diabolocom’s integration into Service Cloud Voice, you can set up your contact campaigns directly in Salesforce and then configure the necessary actions within the Diabolocom platform.

Professional-Grade Call Quality

Enjoy premium voice quality and low latency. We provide professional audio standards and reduced delays to ensure clear, uninterrupted communications.

Automate and Accelerate with Artificial Intelligence

Enhance your Salesforce Service Cloud Voice integration with Diabolocom’s AI to transcribe every conversation in real time, guide agents with context-aware recommendations from Salesforce Agent Force, and analyze calls with Diabolocom Automated Quality Monitoring.

Together, they turn voice data into actionable insights that elevate performance, compliance, and customer satisfaction.

Point, click, and publish agentic flows

With Diabolocom’s Interactive Voice Response (IVR), you can design inbound call flows quickly and seamlessly connected to your Salesforce Service Cloud Voice integration. Take advantage of advanced IVR features such as text-to-speech, voice menus, SMS notifications, and intelligent call routing to agents based on multiple criteria.

You gain access to a complete set of filters and modules to ensure a smooth, high-quality customer experience.

Powerful Insights to Boost Agent Performance

Call History

Personalize customer interactions with instant screen pop-ups. Before answering, agents can access customer details and full call history directly within your Salesforce Service Cloud Voice integration.

CRM-Based Intelligent Routing

Salesforce CRM data makes it easy to classify, prioritize, and route calls to the right agent at the right time.

Click-to-call

Launch outbound calls with the click-to-call feature and manage incoming call pop-ups directly from your screen thanks to Salesforce CTI and Service Cloud Voice.

Data and Reporting

Access real-time feedback, call monitoring, recording, and advanced reporting with analytics to improve performance and contact center management.

AI Insights with Agent Force

Diabolocom’s AI conversation analysis automatically sends key insights to Agent Force, giving your agents real-time support to boost efficiency.

Multilingual Transcription

Take advantage of automatic transcription in multiple languages. Agents and supervisors can access actionable insights without language barriers.

Omnichannel External Routing

Integrate external omnichannel routing using Salesforce standard and streaming APIs. This feature is supported in both Salesforce Classic and Lightning Experience.

Displayed Number Selection

Easily define which Diabolocom phone number to display on outbound calls. Choose based on criteria such as location, department, or type of contact.

Native Sales Engagement/High Velocity Sales (HVS) Integration

By connecting Sales Engagement (formerly HVS) with your cloud telephony system, you can easily create cadences to structure and optimize the customer journey.

Frequently Asked Questions

How Does Salesforce Service Cloud Voice Integration with Diabolocom Work?

The Salesforce Service Cloud Voice integration with Diabolocom is built on the public APIs provided by Salesforce. As an AI-powered CCaaS provider, Diabolocom leverages these APIs to natively integrate voice into the Salesforce environment.

In practice, call management is fully embedded within Salesforce’s Omnichannel Supervisor console. Calls are routed through Diabolocom via APIs, operating in the background to ensure a seamless and transparent experience for agents. This means your teams can make and receive calls without leaving Salesforce, while enjoying premium audio quality and instant access to customer data.

All of Diabolocom’s advanced features, including Interactive Voice Response (IVR), CRM-based intelligent routing, click-to-call, multilingual transcription, and AI-powered analysis with Salesforce Agent Force, are available right inside Service Cloud Voice. The result is a unified and intuitive experience for every agent.

What Are the Benefits of Salesforce Service Cloud Voice Integration for a Contact Center?

The Salesforce Service Cloud Voice integration with Diabolocom enables contact centers to gain both efficiency and agility.

Agents benefit from a unified omnichannel interface (voice, email, chat, social media) directly inside Salesforce, with a 360-degree view of customer interactions. This improves productivity and simplifies customer journey management.

From a performance perspective, the integration offers:

– Intelligent call routing based on CRM data.
– Configurable outbound campaigns, managed in Diabolocom and controlled from Salesforce.
– Detailed analytics with real-time monitoring and call recording.
– AI tools such as instant transcription, real-time agent assistance, and Quality Monitoring.

Ultimately, every interaction becomes an opportunity to strengthen customer satisfaction and loyalty while optimizing operations.

What’s the Difference Between Salesforce Service Cloud Voice and Open CTI?

Open CTI allows telephony providers to integrate a CTI softphone into Salesforce. This softphone is customizable, flexible, and provides access to telephony features. However, it coexists with Salesforce’s Omni-Channel Supervisor, meaning two separate consoles must be synchronized (statuses, routing, etc.), which can add complexity to the user experience.

By contrast, Salesforce Service Cloud Voice delivers a native, unified integration: voice is directly embedded into the Omni-Channel Supervisor console via APIs. This centralizes all interactions in one interface, with omnichannel routing and AI capabilities powered by Salesforce Einstein.

With Diabolocom’s Salesforce Service Cloud Voice integration, you also benefit from:

– Professional-grade call quality with low latency.
– Multilingual transcription and AI conversation analysis.
– Advanced features such as enriched IVR, click-to-call, number display selection, and native Sales Engagement (HVS) integration.

This key difference transforms the agent and supervisor experience into a seamless omnichannel workflow, managed from a single interface.