#### What is Salesforce Service Cloud Voice?

Salesforce Service Cloud Voice is a computer telephony integration (CTI) tool for call centers that helps agents handle calls, track support cases, and resolve them during a conversation—all in a single Salesforce interface. Since Service Cloud Voice is integrated with the Salesforce Customer 360 CRM platform, it provides instant access to a complete view of a customer’s profile while on a call with them.

Key Features of Service Cloud Voice:

- Real-time Einstein AI recommendations of next best steps for agents to take during conversations with customers
- Complete customer profiles with an interaction history and integrated data from third-party systems to back up phone conversations with accurate information
- Real-time transcription of phone conversations in which transcripts are attached to cases and saved in Salesforce
- Pre-integrated cloud [Amazon Connect](https://www.salesforce.com/campaign/aws) telephony and the ability to integrate another telephony system

Service Cloud Voice is available under an add-on license in the [Lightning Experience](https://www.brimit.com/glossary/salesforce-lightning) user interface on Salesforce Service Cloud, Sales Cloud, and Government Cloud.

[Back](https://www.brimit.com/glossary)
ACDEFHIMOPSTV

- A

[Algolia AI Search](https://www.brimit.com/glossary/algolia-ai-search)
- C

[Cloud AI](https://www.brimit.com/glossary/cloud-ai)[Communication Site](https://www.brimit.com/glossary/communication-site)[Content Management System](https://www.brimit.com/glossary/content-management-system)[Content Personalization](https://www.brimit.com/glossary/content-personalization)
- D

[Digital Asset Management](https://www.brimit.com/glossary/digital-asset-management)[Digital Experience Platform](https://www.brimit.com/glossary/digital-experience-platform)[Digital Platform](https://www.brimit.com/glossary/digital-platform)[Digital Strategy](https://www.brimit.com/glossary/digital-strategy)[Digital Workplace](https://www.brimit.com/glossary/digital-workplace)
- E

[Extranet](https://www.brimit.com/glossary/extranet)
- F

[Force.com](https://www.brimit.com/glossary/force-com)
- H

[Headless CMS](https://www.brimit.com/glossary/headless-cms)
- I

[Internet of Things (IoT)](https://www.brimit.com/glossary/internet-of-things)[Intranet](https://www.brimit.com/glossary/intranet)
- M

[Marketing Automation](https://www.brimit.com/glossary/marketing-automation)[Marketing Cloud Account Engagement](https://www.brimit.com/glossary/marketing-cloud-account-engagement)[Microsoft 365 for Business](https://www.brimit.com/glossary/microsoft-365-for-business)[Microsoft Azure](https://www.brimit.com/glossary/microsoft-azure)[Microsoft Copilot](https://www.brimit.com/glossary/microsoft-copilot)[Microsoft Document Management](https://www.brimit.com/glossary/microsoft-document-management)[Microsoft Dynamics 365](https://www.brimit.com/glossary/microsoft-dynamics-365)[Microsoft Power Apps](https://www.brimit.com/glossary/microsoft-power-apps)[Microsoft Power Automate](https://www.brimit.com/glossary/microsoft-power-automate)[Microsoft Power BI](https://www.brimit.com/glossary/microsoft-power-bi)[Microsoft Power Platform](https://www.brimit.com/glossary/microsoft-power-platform)[Microsoft Teams for Business](https://www.brimit.com/glossary/microsoft-teams-for-business)[MuleSoft](https://www.brimit.com/glossary/mulesoft)
- O

[Office 365](https://www.brimit.com/glossary/office-365)[Omnichannel Customer Experience](https://www.brimit.com/glossary/omnichannel-customer-experience)[Omnichannel Marketing](https://www.brimit.com/glossary/omnichannel-marketing)
- P

[Pardot](https://www.brimit.com/glossary/pardot)
- S

[Salesforce](https://www.brimit.com/glossary/salesforce)[Salesforce AppExchange](https://www.brimit.com/glossary/salesforce-appexchange)[Salesforce Commerce Cloud](https://www.brimit.com/glossary/salesforce-commerce-cloud)[Salesforce CPQ](https://www.brimit.com/glossary/salesforce-cpq)[Salesforce Data Cloud](https://www.brimit.com/glossary/salesforce-data-cloud)[Salesforce Digital Engagement](https://www.brimit.com/glossary/salesforce-digital-engagement)[Salesforce Einstein](https://www.brimit.com/glossary/salesforce-einstein)[Salesforce Experience Cloud](https://www.brimit.com/glossary/salesforce-experience-cloud)[Salesforce Field Service](https://www.brimit.com/glossary/salesforce-field-service)[Salesforce Health Cloud](https://www.brimit.com/glossary/salesforce-health-cloud)[Salesforce Lightning](https://www.brimit.com/glossary/salesforce-lightning)[Salesforce Marketing Cloud](https://www.brimit.com/glossary/salesforce-marketing-cloud)[Salesforce Nonprofit Cloud](https://www.brimit.com/glossary/salesforce-nonprofit-cloud)[Salesforce OmniStudio](https://www.brimit.com/glossary/salesforce-omnistudio)[Salesforce Sales Cloud](https://www.brimit.com/glossary/salesforce-sales-cloud)[Salesforce Sales Dialer](https://www.brimit.com/glossary/salesforce-sales-dialer)[Salesforce Service Cloud](https://www.brimit.com/glossary/salesforce-service-cloud)[Salesforce Service Cloud Voice](https://www.brimit.com/glossary/salesforce-service-cloud-voice)[Sharepoint Document Management](https://www.brimit.com/glossary/sharepoint-document-management)[Sitecore CMS](https://www.brimit.com/glossary/sitecore-cms)[Sitecore Content Hub](https://www.brimit.com/glossary/sitecore-content-hub)[Sitecore Cortex](https://www.brimit.com/glossary/sitecore-cortex)[Sitecore Customer Data Platform](https://www.brimit.com/glossary/sitecore-customer-data-platform)[Sitecore Discover](https://www.brimit.com/glossary/sitecore-discover)[Sitecore Experience Analytics](https://www.brimit.com/glossary/sitecore-experience-analytics)[Sitecore Experience Commerce](https://www.brimit.com/glossary/sitecore-experience-commerce)[Sitecore Experience Editor](https://www.brimit.com/glossary/sitecore-experience-editor)[Sitecore Experience Manager](https://www.brimit.com/glossary/sitecore-experience-manager)[Sitecore Experience Platform](https://www.brimit.com/glossary/sitecore-experience-platform)[Sitecore Horizon](https://www.brimit.com/glossary/sitecore-horizon)[Sitecore Managed Cloud](https://www.brimit.com/glossary/sitecore-managed-cloud)[Sitecore Marketing Automation](https://www.brimit.com/glossary/sitecore-marketing-automation)[Sitecore OrderCloud](https://www.brimit.com/glossary/sitecore-ordercloud)[Sitecore Personalization](https://www.brimit.com/glossary/sitecore-personalization)[Sitecore Personalize](https://www.brimit.com/glossary/sitecore-personalize)[Sitecore Send](https://www.brimit.com/glossary/sitecore-send)[Sitecore XM Cloud](https://www.brimit.com/glossary/sitecore-xm-cloud)[Solr](https://www.brimit.com/glossary/solr)
- T

[Tableau](https://www.brimit.com/glossary/tableau)[Tableau CRM](https://www.brimit.com/glossary/tableau-crm)
- V

[Vercel](https://www.brimit.com/glossary/vercel)

![](https://bat.bing.net/action/0?ti=187017043&tm=gtm002&Ver=2&mid=28a65ce5-992d-4803-bac0-bb17a2efa75a&bo=2&gtm_tag_source=1&pi=0&lg=en-US&sw=800&sh=600&sc=24&nwd=1&tl=What%20is%20Salesforce%20Service%20Cloud%20Voice%3F%20%7C%20Brimit%20Glossary&kw=Salesforce%20Service%20Cloud%20Voice&p=https%3A%2F%2Fwww.brimit.com%2Fglossary%2Fsalesforce-service-cloud-voice&r=&lt=378&evt=pageLoad&sv=2&asc=D&cdb=AQAY&rn=503847)