Aircall for Salesforce Service Cloud Voice: New integration. Better conversations.

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Customer support agents are struggling to keep up with the whirlwind of multi-channel communications, each with separate—often disconnected—data sets and processes. They’re expected to answer the phone to a customer, and already know everything about them—including their current complaint or issue. Yet, many agents are left grasping blindly for context, as they rely on siloed CRM and communications systems that don’t transfer data in real time. 

The result: Frustrated customers, overwhelmed agents, poor CSAT, and businesses losing time, trust, and revenue.

The solution: Embed AI-powered voice intelligence into your CRM with Aircall for Salesforce Service Cloud Voice (SCV). This integration augments customer support by giving agents real-time insights from Aircall directly within the Salesforce Service Cloud Console. So they can quickly understand customer needs, tailor their responses, and manage more conversations with confidence, without ever leaving Salesforce SCV.

Unpacking the challenge: A fractured customer journey

Support teams face a fundamental problem: their communication channels exist in silos. Without integrating these channels—with each other and with your CRM—voice calls will take place in one system, emails in another, and chat conversations in yet another platform. This leaves two options: either all that communications data remains decentralized and therefore inconsistent from channel to channel; or, agents have to manually update multiple channels and their CRM after every conversation. The first leads to customer frustration at having to repeat themselves. The second leads to overwhelmed agents. Both lead to inaccurate data and a disjointed customer journey.

Customer pain points multiply across channels

When customers contact support, they expect their history to be known and their context understood. Instead, they’re often forced to start from scratch every time they call, text, email, Live Chat online, or use WhatsApp. A customer might email about a billing issue, follow up via chat due to delays, and then call—only to find the agent can’t see their previous messages. Repeating the same story multiple times wastes time and chips away at trust.

Agent frustration stems from incomplete information

Support agents struggle to effectively assist customers without access to their history, like past emails or tickets. This lack of context leads to repetitive questions, longer calls, lower resolution rates, and frustrated agents.

Business impact extends beyond individual interactions

The consequences of fragmented customer journeys reach far beyond individual support tickets. Organizations face increased operational costs and declining customer satisfaction scores. These disconnected experiences also hurt brand reputation—frustrated customers share their experiences with others, turning a simple support request into a public relations issue that affects customer acquisition and retention.

Solving frustrations with Aircall for Service Cloud Voice

The Aircall for Salesforce SCV integration meets these challenges head-on, automatically connecting voice communication data with Salesforce for complete context and clearer, more valuable conversations:

Customizable routing for intelligent call distribution

Traditional call routing relies on basic phone-based data like caller ID, time of day, or menu option selection. The Aircall for Salesforce SCV integration goes further, giving admins the power to set up intelligent routing through Smartflows—Aircall’s customizable call routing system that lets admins set rules for business hours, holidays, and specific teams and agents—ensuring that customers are directed to the right person. So, customers spend less time on hold and less time being transferred back-and-forth.

Complete customer context from the first ring

This integration brings a new level of instant access to customer history across all channels. When a customer calls, the agent is instantly presented with a snapshot of their history, so instead of asking the customer to re-explain, agents can immediately see:

• Previous support tickets and their resolution status

• Recent chat conversations and email exchanges

• Product purchase history and account details

• Previous call recordings and notes

• Customer preferences and communication history

This immediate context enables agents to greet customers by name and jump directly into problem-solving. The result is faster resolution times and customers who feel truly understood.

AI-powered agent tools enhance every interaction

The new integration includes several of Aircall’s existing AI-powered features that support agents throughout each call, integrated directly into Salesforce SCV:

• Real-time Transcription captures every word of the conversation, creating searchable records that can be referenced later. Agents can focus on the conversation rather than taking detailed notes.

• Sentiment Analysis provides ongoing insights into customer emotions during the call. Agents can see when frustration levels are rising and adjust their approach accordingly. Supervisors can monitor sentiment across multiple calls and step in if additional support is needed.

• Call Summaries automatically generate concise overviews of each interaction, highlighting key topics, outcomes, and follow-up actions. These summaries ensure that future agents have clear context for subsequent interactions.

These capabilities don't just equip agents with data, they drive agents to be more confident, responsive, and effective in every customer interaction.

The power of AI-enhanced customer experiences

When voice communication is intelligently integrated with CRM data—and enhanced with AI—the entire support experience becomes smarter, more human, and radically more efficient:

Agents become more effective and confident

With complete customer context at their fingertips, agents can focus on problem-solving rather than information-gathering. They can provide faster resolutions, suggest more relevant solutions, and build stronger relationships with customers. Aircall and Salesforce's combined AI-powered tools provide additional support, helping agents navigate complex situations and offer more thoughtful, responsive service.

Customers experience continuity across all touchpoints

Instead of starting fresh with each interaction, customers enjoy seamless transitions between channels. They can begin a conversation via email, continue it through chat, and complete it with a phone call, while AI makes sure the agent is completely up to speed.

Organizations achieve operational excellence

First-call resolution rates increase when agents have complete context. Average handle times decrease when customers don't need to repeat their stories. Customer satisfaction scores improve as experiences become more seamless and personal. And comprehensive data capture also enables organizations to identify trends, optimize processes, and make data-driven decisions about resource allocation and service improvements.

Elevate your customer support today

Aircall for Salesforce Service Cloud Voice embeds intelligence into every step of the customer journey to create seamless, contextual customer interactions. It reduces friction for customers and agents by unifying touchpoints, enabling deeper relationships and faster resolutions. It's time to move beyond fragmented journeys and embrace a unified, intelligent approach to support.

Ready to unify your customer journey today? Learn how Aircall for Service Cloud Voice can transform your support operations and deliver the seamless experiences your customers expect.

Published on August 26, 2025.