Sprinklr BYOT Connector for Salesforce Voice

Sprinklr Voice Connector connects Sprinklr VoiceConnect with Salesforce Voice so agents can manage inbound and outbound calls without leaving Salesforce. Agents can accept, hold, mute, resume, transfer, or end calls from the embedded voice experience. Each interaction creates a Salesforce VoiceCall record linked to the relevant customer and case, while real-time transcripts and agent-controlled recordings remain available with the interaction. The connected workflow keeps agents focused on the customer instead of switching applications.

Bidirectional availability sync aligns Sprinklr with Salesforce Omni-Channel so calls route only to available agents. Warm transfers support structured handoffs with context, and automated after-call work opens at call completion for disposition and follow-up tasks. Salesforce SSO supports agent access, while authenticated playback through Sprinklr helps protect recordings. For organizations moving beyond OpenCTI, the connector provides a forward path to Service Cloud Voice while preserving Sprinklr telephony, transcription, recording, and operational workflows.