Top 6 Call Center solutions for Salesforce Sales & Service Cloud

5 min

If you own or manage a sales call center, then you’ll know how important it is to maximize productivity by streamlining your systems and processes. And there’s no better way to optimize your call center than using a cloud-based software solution that integrates directly with Salesforce Sales and Service Cloud.

But with so many options out there, it can be tricky to decide which one to go for. You need to compare all the features and work out which benefits are on offer from each solution before making an informed decision.

Fortunately, we’ve done the heavy lifting and put together a guide of the top six call center solutions for Salesforce Sales & Service Cloud to help you get the best system that meets your needs.

6. Aircall

Aircall integrates directly with Salesforce Sale & Service Cloud allowing you to access Aircall dashboards and reports within the CRM platform.

As you would expect, all calls can be handled, recorded, and tracked, with data analytics available to manage and improve call center performance.

The major downside of Aircall is the fact that it isn’t fully compatible with many external devices such as mobile devices, deskphones, and headsets. For instance, some headsets will work as a basic microphone and receiver, but control buttons are not compatible.

Key Features:
Call cascading with priority ordering
Collaborative shared call inboxes and contact lists
Local number dialling
Call recording, routing, reporting, etc.

5. Natterbox

Natterbox is a specialist voice solution for Salesforce that allows you to access call center features within your CRM. Features include click-to-dial, call recording, call routing, voice transcription, data analysis, IVR, etc.

The user interface is one of the main advantages of Natterbox as it integrates perfectly with Salesforce and is very intuitive to use. Your agents won’t need too much training to navigate and operate the system.

There are a few issues with call transferring in Natterbox as it can be a bit fiddly, whereas most other solutions make it possible to transfer calls within one or two clicks.

Key Features:
Native telephony integration
Contact center features - IVR, click-to-dial, call recording, etc.
AI sentiment analysis
Flexible integration with Salesforce

4. Five9

Five9 is an entry-level on-demand call center software solution that uses AI technology to automate processes and assist sales and support agents with their daily tasks.

It integrates well with Salesforce Sales & Service Cloud, embedding itself into the platform without any downtime. Five9 automatically logs calls, records details, and generates data analytics and insights.

The main problem with Five9 is that it is Java-based whereas all the others in our top six are web-based. Web-based applications don’t require a Java installation, are easier to upgrade, and more secure.

Key Features:
Call center features - call recording, click-to-dial, IVR, etc.
Data importing and analysis
Outbound and inbound “do-not-call” compliance
Sales agent call scripting

3. Nice CXone

Formerly known as Nice inContact, Nice CXone is a call center solution that is specifically designed to improve time management and efficiency. The call queue system is particularly useful with detailed views available and stats on how long each caller has been waiting.

Calls are logged directly in the Salesforce CRM and call center staff are able to stack codes and schedule follow ups seamlessly.

CXone’s analytics system is AI-powered and makes KPI management quick and easy. Call center agents can see their own productivity stats instantly and compare with the team as a whole to monitor their own performance and motivate success.

The only criticism of Nice CXone is that it is prone to occasional glitches and can freeze when things are busy, which can be very inconvenient during a live call.

Key Features:
Automated call center features
Intelligent call suppression
Agent scripting - automated
Automatic call back system
Data analytics and KPI monitoring

2. Talkdesk

Talkdesk’s call center solution, CX Cloud, integrates call center telephony with many of the leading CRM platforms, including Salesforce Sales & Service Cloud.

CX Cloud provides all the telephony integrations you would expect from a well-designed call center solution including VoIP, click-to-dial, call recording, etc. But the real stand-out features of Talkdesk CX Cloud are the analytics and insights that are powered by an advanced AI engine.

All Salesforce communications are recorded automatically and analyzed by CX Cloud to make it easier to monitor KPIs and optimize operations.

Talkdesk offers flexible integrations to make transitioning to cloud-based telephony more streamlined. The main disadvantage of CX Cloud compared to other call center solutions is that it isn’t specifically designed for Salesforce and often requires more work to integrate it fully. Also, the support team doesn’t have the level of Salesforce expertise that a solution like PhoneIQ can provide.

Key Features:
Intelligent routing and enhanced caller ID
Real-time call monitoring and reporting
Automated tasks and processes
Full Salesforce integration and other business tools

1. PhoneIQ

PhoneIQ is an all-in-one CTI and call center solution that is built exclusively to integrate with Salesforce.

PhoneIQ enhances Salesforce Sales and Service Cloud by enabling telephony features such as click-to-dial, power dialing, queue management, local presence, automatic call recording, voicemail drop, and call-routing. In other words, it’s a complete PBX replacement that embeds itself into your CRM.

The PhoneIQ call center solution also helps to improve data tracking and analysis, by seamlessly linking with Salesforce contact records and the Sales and Service Cloud analytics dashboard. With automatic logging of all interactions you can easily monitor KPIs and optimize your call center operations.

The main advantages of PhoneIQ are that it is built exclusively for the Salesforce CRM so it works right out of the box and integrates seamlessly. Admin staff can install the software in minutes without the need for any technical input.

The support team at PhoneIQ is second to none and can help with any implementation issues in real-time.

The only slight drawback with PhoneIQ is that the mobile app doesn’t offer full functionality at the moment, but developers are working on improving it for the next update.