Most customer service centers today are expensive to maintain and deliver a poor experience for both customers and agents. Traditional IVR systems are rigid, outdated, and often overloaded. Despite decades of innovation, the core of the call center has barely evolved. 

The global call center market now exceeds $135 billion, yet most of those conversations still happen in silos, disconnected from data and context. That’s where Salesforce is rewriting the script. 

For years, sales success has relied on the strength of the conversation. But over time, between manual dialing, missed notes, and post-call data entry, many teams lost the human touch that made selling effective. 

So how do you bring that back? The answer lies in voice plus AI. Salesforce is now transforming every call into a smart, data-driven, and emotionally intelligent interaction that helps teams engage better and close faster. This is how Salesforce AI sales telephony software is shaping the next era of conversational sales.  

Voice + AI: The Power Duo for Conversational Sales 

The primary way conversational AI benefits sales is time. When you combine voice calling with AI inside Salesforce, something powerful happens. Sales team moves from making transactions to having conversations that feel human yet run like clockwork. Here is how the voice and AI contribute to the conversational sales. 

• Voice Layer: This includes features like click-to-dial inside the record screen, seamless inbound and outbound calls, smart routing so calls go to the right person, and full call recording and monitoring, all without ever leaving Salesforce. That means reps aren’t toggling between systems; the phone is simply a tab in their workflow. 

• AI Layer: On the other hand, AI kicks in with real-time transcription, sentiment detection (how the buyer feels), call scoring (how well the rep performed), automated dispositions (the scene field gets updated without typing), and lead creation or workflows triggered based on what was actually said. 

For example, a SaaS company using Salesforce native telephony with AI. A lead is called, and the AI transcribes, “I’m concerned about onboarding cost and time.” The system records sentiment as “hesitant,” auto-fills that in the lead record, and triggers a workflow in Salesforce that assigns a fast-track onboarding specialist and sets a reminder for follow-up in 24 hours. The rep sees the specialist is already prepped, the lead sees a human who understands the concern, and the outcome is a faster demo and higher probability of close. Voice + AI inside Salesforce turns calls into measurable intelligence. It gives your sales team context, cues, automation, and the time to actually build relationships rather than chase syntax. 

5 Salesforce Tools Powering Voice + AI for Conversational Sales  

Since its inception, Salesforce has always been more than a CRM platform. It is considered the core of AI sales telephony because it integrates phone systems with its AI-powered CRM. Salesforce has taken a major leap forward in uniting AI, data, and voice technology under one umbrella. Let’s take a look at the five Salesforce tools that are strengthening conversational sales: 

1. Agentforce Voice: Agentforce Voice is Salesforce’s new AI voice agent. It can understand intent, emotion, and context in real time. You can bring AI-powered voice to every channel with Agentforce Voice and deliver fast, natural conversations across phone, web, and mobile. In addition to that, it helps to tailor agents to reflect your unique brand voice and provide consistent, trusted support. 
2. Service Cloud Voice: Second tool on our list is Service Cloud Voice. It embeds telephony directly into the Service Console, allowing agents to handle customer phone calls within a single interface. Agents can handle calls, view customer histories, and update records all from the same console. Real-time transcription and AI-driven recommendations mean reps no longer juggle between note-taking and conversation. 
3. Einstein AI and Copilot: Einstein remains the brain behind conversational intelligence in Salesforce. It analyzes tone, detects sentiment, and suggests next steps during or after a call. When paired with Copilot, reps can ask natural-language questions like “Summarize this week’s top positive calls” or “Show leads expressing budget interest” and get instant insights drawn from voice transcripts and CRM data. This combination gives sales teams something they’ve never had before, which is emotional and contextual intelligence that scales. 
4. Agent Studio and Agent Scripts: The next on our A-list are Agent Studio and Agent Scripts. Agent studio is a platform that you can use for building, configuring, and managing AI-powered agents. In simpler terms, it gives businesses a visual workspace to build, train, and test AI voice flows. And when you combine it with Agent Scripts, you can keep your support reps on track during live calls. 
5. Salesforce Data Cloud: Voice AI only works when it has context, and that context comes from Data Cloud. Every call, email, and chat is unified into a single, real-time customer profile. When an AI voice agent picks up a call, it already knows who’s on the line, their purchase history, open cases, and sentiment trends.  

Wrapping Up 

Voice and AI are still evolving to their best and reinventing how sales teams connect with customers. And platforms like Salesforce are leading the way with AI sales telephony software. In the future, you can expect AI-first agents that can dynamically switch between voice and text. Sounds cool, doesn’t it? Sales engineers will increasingly look for systems where voice calls aren’t just recorded but analyzed, scored, routed, and converted. Companies that embrace this shift early will have the advantage. 

If you’re looking for the best Salesforce AI sales telephony software, 360 CTI can be your best bet. It is a Salesforce-native tool that allows for adding a sophisticated call management layer that is smart and automated, enabling sales reps to work better, efficiently, and successfully. 

Book a demo today or talk to our Salesforce CTI experts to explore how your team can have smart conversations with customers and sell faster.