Salesforce CRM Call Center
Salesforce CRM Call Center is a feature that integrates Salesforce with Computer Telephony Integration (CTI) systems, enabling agents to make and receive calls via a softphone embedded in Salesforce while accessing real-time customer data.
Definition
Salesforce CRM Call Center is a feature that integrates Salesforce with Computer Telephony Integration (CTI) systems, enabling agents to make and receive calls via a softphone embedded in Salesforce while accessing real-time customer data. It uses call center definition files (XML) to configure connections with various CTI vendors and supports automatic call logging, screen pops, and click-to-dial functionality.
In plain English
“Salesforce CRM Call Center is a feature that integrates Salesforce with CTI telephony systems so agents can make and receive calls through a softphone embedded in Salesforce. It supports call logging, screen pops, and click-to-dial. It's a legacy approach; modern telephony uses Service Cloud Voice or Open CTI.”
Worked example
A contact-center admin at Starline Credit Union enables Salesforce CRM Call Center with a NICE CXone CTI adapter. She uploads NICE's call center definition XML, maps agents to the Call Center, configures a softphone layout that shows Contact name, Account balance, and open Cases on each inbound call, and enables click-to-dial on phone-number fields across Salesforce. When a member calls in, the softphone pops the Contact record with real-time account context; the rep clicks to accept, handles the call inside Salesforce, and the call auto-logs as a Task on the Contact when it ends.
Why Salesforce CRM Call Center matters
Salesforce CRM Call Center is a feature that integrates Salesforce with Computer Telephony Integration (CTI) systems, enabling agents to make and receive calls via a softphone embedded in Salesforce while accessing real-time customer data. It uses call center definition files (XML) to configure connections with various CTI vendors and supports automatic call logging, screen pops, and click-to-dial functionality.
Salesforce CRM Call Center is a legacy product that has been superseded by more modern approaches. Current Salesforce telephony uses either Service Cloud Voice (native telephony with Amazon Connect) or Open CTI (JavaScript-based CTI integration without browser plugins). Organizations still on Salesforce CRM Call Center should evaluate modernization to the current telephony products.
How organizations use Salesforce CRM Call Center
Helps clients on legacy CRM Call Center evaluate migration to Service Cloud Voice.
Uses Open CTI as their modern CTI integration, having migrated from legacy CRM Call Center.
Chose Service Cloud Voice for their new contact center rather than the legacy CRM Call Center approach.
Trust & references
Straight from the source — Salesforce's reference material on Salesforce CRM Call Center.
- Salesforce Open CTISalesforce Help
🧠 Test your knowledge
Q1. What is Salesforce CRM Call Center?
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Q3. What did CRM Call Center use for configuration?
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