Aircall and Salesforce deliver native voice AI Integration for scalable customer service

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New York & Paris – August 26, 2025 – Aircall, the leading AI-powered voice platform for growing businesses, and Salesforce, the world’s #1 AI CRM, today announced a new native integration between Salesforce Service Cloud Voice and Aircall. This strategic collaboration brings Aircall’s intelligent voice capabilities directly into Salesforce, enabling service teams to deliver faster, smarter, and more personalized support, without ever leaving the Service Cloud console.

With this integration, users can manage calls directly within Aircall’s embedded call window in the Salesforce Service Cloud, access real-time transcriptions, and receive AI-generated next steps, all in one place. By embedding voice natively into the service workflow, this integration removes the friction that traditionally plagues customer service tools and augments agents with the full context they need to deliver seamless, high-quality customer experiences.

"Our goal with Service Cloud Voice is to help businesses of all sizes and industries unify the phone with digital channels to deliver a seamless, elevated customer experience,” said Kishan Chetan, EVP & GM of Service Cloud at Salesforce. “With Aircall’s native integration into Salesforce, we’re enabling personalized, AI-powered conversations at scale—across every channel. By delivering tailored experiences, we’re building trust, loyalty, and lifelong relationships—one customer at a time."

Disconnected systems have long-created unnecessary complexity for service teams. When voice channels operate separately from CRM and Customer Service Platforms, agents are left to dig for context, repeat questions, and switch between tools, all of which slow down response times and frustrate customers. By combining Aircall’s voice intelligence with real-time customer data, this integration solves that challenge, turning fragmented interactions into streamlined, empathetic conversations.

Designed specifically for growing businesses, the integration is fast to implement, live in just days, giving teams quick access to powerful contact center capabilities without long deployment cycles or complex setups. Through native functionality, agents can handle voice calls directly in Salesforce with features like call recording, pause and resume, simplified call transfers, and configurable post-call wrap-up time. Aircall’s own AI surfaces critical insights like real-time transcription, call summaries, key topics, and sentiment, all automatically logged within the VoiceCall record in Salesforce. The integration also brings advanced routing to the forefront.  Callers are intelligently directed to the right agent at the right time with customizable call flows and routing. 

"Aircall’s integration with Service Cloud Voice embeds intelligent voice capabilities natively into Salesforce, creating a seamless experience where data and conversation flow effortlessly together," said Scott Chancellor, CEO of Aircall. "By uniting Aircall’s real-time voice intelligence with Salesforce’s deep customer data, we’re empowering growing businesses to deliver faster, smarter, and more personalized customer experiences. This milestone builds on our trusted partnership with Salesforce that began in 2017, and it signals our shared commitment to redefining how businesses engage with their customers at scale."

The Aircall for Salesforce Service Cloud Voice integration is available now, providing a powerful, AI-driven voice experience for businesses ready to elevate how they serve and support customers.

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About Aircall

Aircall is an integrated customer communications and intelligence platform for growing businesses, trusted by over 20,500 companies worldwide. Aircall unifies voice and digital channels into one seamless platform, offering one-click integrations with leading CRMs and over 250 business tools. With real-time, AI-powered insights and feedback, AI agents, and automation, we help sales and support teams save time on routine tasks, uncover opportunities, and deliver exceptional customer experiences. With a global team of 600+ across nine offices, Aircall is transforming how businesses connect with their customers, driving smarter conversations, deeper relationships, and measurable success.
https://aircall.io/

About Salesforce

Salesforce, the #1 AI CRM, empowers companies of all sizes and industries to connect with their customers in a whole new way through the power of AI, data, and CRM. For more information about Salesforce (NYSE: CRM), visit: www.salesforce.com.

Media contact: Tara de Nicolas (tara.denicolas@aircall.io)

Published on August 26, 2025.