Webex Contact Center for Salesforce

Webex Contact Center for Salesforce Service Cloud Voice brings Webex Contact Center voice capabilities directly into the Salesforce Lightning Service Console. Agents can handle customer calls in the Service Cloud Voice Omni-gadget, see relevant Salesforce context, and keep interaction data connected to the customer record without switching applications.

Built for Salesforce Service Cloud Voice with Bring Your Own Telephony (BYOT), the integration lets Webex Contact Center flows create and update Salesforce VoiceCall records, execute Salesforce Omni-Channel flows for routing and automation, and pass call variables for screen pops and downstream workflows.

Administrators can configure the contact center definition, credentials, presence status mappings, flow variables, permission sets, remote site settings, and phone-number translation rules. The solution supports WebRTC calling, call recording controls, recording playback, and real-time transcription so teams can deliver faster service, improve data quality, and give supervisors a more complete view of customer interactions inside Salesforce.