Contact Center

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Unify your CRM, knowledge, data, and channels to deliver personalized service at scale. Combine AI and human agents to provide 24/7 support, while continuously improving with insights from every customer interaction. What can you do with your new contact center software?

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Unify every service experience on one platform. Don’t put your customers on hold. Meet them on their preferred channels - from your website, mobile app, SMS, WhatsApp, Facebook Messenger, Apple Messages for Business, LINE, and more.

Effortlessly scale 24/7 support with Agentforce and resolve cases faster by automating answers to common questions and business processes. Accelerate sales cycles with personalized, 1:1 SMS messages that build trust and engagement. Boost speed to lead with automated outreach to schedule meetings, share timely offers, and keep conversations moving.

Align sales and service on a unified platform that captures every customer interaction across channels and departments in your trusted CRM. Turn one-way marketing into two-way conversations on WhatsApp and SMS. Run targeted campaigns that instantly connect engaged customers to AI agents or service reps.

Connect marketing and service teams together to deliver a consistent brand experience across every touchpoint. Turn browsers into buyers with seamless, scalable shopping experiences across every channel—chat, SMS, WhatsApp, and beyond. Elevate the entire shopper journey, from discovery to purchase to post-purchase support, with AI agents that seamlessly escalate to human reps when needed.

Drive higher conversions and order value with personalized product recommendations, instant answers to product questions, and targeted upsell opportunities. Enhance self-service by instantly managing warranty claims, processing returns and exchanges, and resolving shipping and delivery issues. Eliminate phone wait times with AI and service reps.

Bring Your Own Telephony Provider Get on the phones faster with out-of-the-box telephony integration with Amazon Connect or a range of partners on the Salesforce AppExchange . Embed the phone into your digital channels in Service Cloud to provide a holistic view of your customer conversations.

Connect your customers to the right service rep at the right time and give your teams all the context they need to assist customers faster than ever. Easily manage case volume across all channels without compromising service quality. Automatically route every case to the best fit agent based on skill, availability, and capacity across messaging, chat, email, voice, and partner channels.

AI Tools That Make Every Rep a Top Performer Save time and scale knowledge with AI assistance for your contact center. Automatically generate conversation summaries, guide service reps with dynamic, case specific action plans, and accelerate onboarding while maintaining compliance. Transform past interactions into helpful knowledge articles and deliver instant, accurate answers with automated replies.

Improve contact center operations. Customer Signals Intelligence Boost CSAT, NPS, and customer lifetime value with AI-powered surveys across every channel. Automatically capture feedback at key moments like onboarding, adoption, renewal, and adapt in real time.

Track sentiment across the customer journey with prebuilt dashboards to spot trends, improve experiences, and reduce operational costs. Command Center for Service Gain a real time view of contact center health with powerful supervisor insights. By combining AI and human feedback, you can spot trends, monitor performance, and make fast, data driven decisions to keep operations running at peak efficiency.

Take a tour of the #1 AI CRM for service. Find out how Service Cloud helps you deflect 30% of cases and deliver value across your customer journey with CRM + AI + Data + Trust. Complete your contact center software with products from across the Customer 360.

Reduce call volume and speed up call resolution by uniting cloud telephony and Salesforce CRM. Deflect cases, cut costs, and improve efficiency by empowering your customers to find answers themselves first. Deliver seamless, personalized conversational experiences across channels — at scale.

Survey employees and customers to surface trends and take action with your CRM data. Unlock actionable insights from your digital service calls to increase agent productivity and decrease onboarding time. Scale Service for Financial Services Scale customer service in financial services with automation and AI, and move common interactions to low-cost self-service.

Contact & Call Center Software Pricing Start with Service Cloud as your foundation, then simply add the product listed below to get started with your Contact Center solution. Salesforce Contact Center One simple package to transform your contact center. This page is provided for informational purposes only and is subject to change.

Contact a sales representative for detailed pricing information. Whether customers take advantage of self-service resources, or prefer to reach out via phone, email, or digital channels, our agents are ready to respond with a 360-degree view of the customer’s data. VP, Digital Sales & Customer Support Enablement, Schneider Electric Get the most out of your contact center software with partners apps and experts.

Join the Serviceblazer Community. Learn, connect, and grow with fellow service and field service professionals. Network and get answers in real time.

Learn new skills with free, guided learning on Trailhead. Hit the ground running with Contact Center tips, tricks, and best practices. How to Drive Revenue with Your Contact Center What is AI in the Contact Center?

Your Complete Guide What is a Contact Center? Features, Benefits, and More How to get Started with Voice AI Ready to take the next step with the service solution built on the world’s #1 CRM? Try Service Cloud free for 30 days.

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Contact Center Software FAQ What is contact and call center software? Contact and call center software empowers your company to manage customer service in the cloud. Engage with customers across digital or voice channels, route the right work to the right agent at the right time, and give supervisors omni-channel visibility.

Learn more about the differences between contact centers vs call centers . What is call center vs. contact center software? Call center software refers to telephony tools that allow service organizations to connect with their customers over the phone.

Contact center software, meanwhile, will typically include omnichannel engagement options, as well as routing and tools for supervisors to monitor their contact center and report on analytics. What is the difference between CRM and contact center software?

CRM stands for customer relationship management, and it allows your company to stay connected to customers across departments, run your business efficiently, and boost customer satisfaction. Contact center software provides the real-time engagement channels to manage your customer support needs. CRM and contact center software can integrate seamlessly.

How to choose contact and call center software? Choose a contact and call center software that enables you to support your customers on their channel of choice and gives your agents access to the same set of customer data, tools, and workflows regardless of channels. What is contact center CRM software?

Contact center CRM software , also known as customer relationship management software, is a tool used by contact centers to improve customer contact center experiences . The software stores information about customers, tracks customer interactions, and simplifies communication and customer service channels — all in one place. How much does Salesforce contact center software cost?

The cost of Salesforce contact center software varies depending on whether you are adding voice, digital channels, AI and self-service to your Salesforce CRM software. See the Voice pricing page to learn more about pricing for call center software and related products. What is contact center AI?

Contact center AI uses artificial intelligence to streamline customer service operations, automating contact center responses and aiding agents. It enhances efficiency and personalizes customer interactions by handling routine inquiries. What are call center analytics?

Call center analytics refer to the collection, measurement, and analysis of key performance indicators (KPIs) and metrics within a contact center to optimize operations. These analytics provide valuable insights into various aspects of call center performance, including agent efficiency, customer satisfaction, and overall service quality.