Integrating your business VoIP solution with a CRM application like Salesforce improves customer service and speeds up business processes. Together, these technologies allow companies to automate tedious tasks, increase workflow efficiency, and provide a personalized customer experience.
Read on to learn what a CRM integration is, the benefits it offers, and our favorite Salesforce CRM VoIP integrations alongside features and pricing information.
What Is A CRM Integration?
A customer relationship management (CRM) integration is a technology that links and facilitates interactions between a CRM platform and a cloud-based phone system. It is different from a CTI (Computer Telephony Integration), which links phone systems to a variety of business applications including CRMs.
CRM integrations enable sales teams and support teams to add contacts, leads, opportunities, and accounts from the CRM system directly into outbound dialing lists. CRM screen pops automatically display customer records on agents’ screens and associate new numbers with an existing CRM record.
Benefits of Integrating CRM with Business VoIP
The main benefits of integrating a CRM system with business VoIP are:
- Streamline Operations: Displays relevant customer information to agents, reducing the need for team members to switch between multiple devices, windows, and applications during live phone calls or when completing daily tasks
- Increase Agent Efficiency: Provides access to advanced, time-saving features like click-to-dial, user/agent presence, and warm/cold call transfer. CRMs can increase productivity by up to 34%.[*]
- More Automation: 82% of companies use CRMs for process automations such as task creation, follow-ups, etc. [*]
- Improve Data: CRMs not only supply agents with the data they need, they also collect more data from interaction, using it to more accurately anticipate customer behavior
- Faster Resolutions and Handle Times: Agents receive screen pops with the information they need to help customers quickly and efficiently, leading to faster support resolution and increased first call resolution rates. In a well optimized environment, resolutions can be as low as 6-8.5 minutes per call. [*]
- Improved Customer Satisfaction: Give agents access to complete customer and conversation history on calls, eliminating the need for customers to repeat themselves to multiple agents
- Increased Sales: CRMs leverage customer behavior data to predict upsell and cross sell opportunities, resulting in more conversions and larger sales. 75% of companies believe they can increase sales with a CRM.[*]
- Improved Customer Retention and Loyalty: CRMs enable agents to provide each customer with a unique and personalized experience just for them resulting in more customer loyalty
How To Choose A VoIP Integration Provider
There are many business VoIP providers that integrate with Salesforce. The best solution for your company will depend on several factors such as your business' size, needs, and budget. Here are some things to look out for when choosing a VoIP provider to integrate with Salesforce:
- CTI Depth: Refers to how many areas the Salesforce integration touches on your VoIP system. CRM integrations generally have three depth levels: basic (click-to-dial, screen pops, etc.), medium (queuing and routing), and deep (real-time data, softphone, etc.)
- AI Features: Some providers offer AI-powered tools such as automated summaries, call analysis, and suggested next steps that automatically pull data from Salesforce and update data in Salesforce
- Customer Support: Combining two systems to create a cohesive platform can be challenging. Look for providers that offer live customer support with generous business hours
- Pricing: Some providers charge extra for a Salesforce integration, or only include the integration in upper tier pricing bundles
- Security: If your company deals with sensitive data such as financial or health records, make sure you check for advanced security features such as E2EE, SSO, HIPAA certification, etc.
- Native vs. Third Party Integration: Native integrations are built specifically for Salesforce using Salesforce objects while third party integrations connect Salesforce with outside systems and tools. Native integrations are more straightforward and better performing, while third party integrations are more flexible and adaptable
Best Salesforce VoIP Integrations
Below are some of the best business phone systems that integrate with Salesforce:
| Provider | Pricing | Key Features | Type of Integration | Best For |
| RingCentral | $20-$35
per user/mo. |
|
Native | Large businesses and enterprises needing a high level of security |
| Nextiva | $20-$60
per user/mo. |
|
Native | SMBs that need unified communications and social media or review management tools |
| 8x8 | Quote-based pricing |
|
Native | Global remote teams that need international calling capabilities |
| Vonage | $13.99-$27.99
per user/mo. |
|
Native and third party options | Small businesses that need a custom solution with flexible pricing |
| GoTo Connect | Quote based |
|
Third party | High volume contact centers that need toll-free minutes and internal calling |
| Dialpad | $15-$25+
per user/mo. |
|
Third party | Small contact centers that need an affordable solution with AI-powered tools |
| Intermedia | $27.99-$32.99
per user/mo. |
|
Third party | SMBs looking for a user-friendly solution to streamline workflows and increase productivity |
| OpenPhone | $15-$35
per user/mo. |
|
Native | Startups and small businesses looking for an affordable voice-centric solution |
| Ooma | $19.95-$29.95
per user/mo. |
|
Third party | SMBs looking for a combination of UCaaS and task management capabilities |
| Zoom Phone | $15-$22.49
per user/mo. |
|
Native, pre-configured app | Small businesses and SMBs already using Zoom video conferencing |
1. RingCentral
RingCentral is a business communications solution combining voice, messaging and video capabilities in a user-friendly interface.
The RingCentral Salesforce phone integration gives team members access to key customer information and call history, enabling them to deliver timely and personalized customer experiences.
The integration works in both Salescloud, Servicecloud and Salesforce Lightning.
Users must have a Salesforce Professional (PE) or above (EE and UE) license to activate the RingCentral integration and it is not compatible with RingCentral Meetings (video).
Pricing
RingCentral offers 3 feature bundled pricing plans for $20-$35 per user, per month. The Salesforce integration is included with the Advanced ($25/user/month) and Ultra plans ($35/user/month).
For more information, please see our detailed RingCentral pricing guide.
Other Integrations
RingCentral has one of the largest integration ecosystems, offering 250+ out-of-the-box integrations including:
- Zendesk
- ServiceNow
- Microsoft Teams
- Slack
Best For
RingCentral is ideal for businesses of any size that need a high level of security, as RingCentral offers multi-factor authentication, single sign-on, and a number of compliance certifications including HIPAA and HITECH. RingCentral is also a great choice for teams that use video conferencing. RingCentral video integrates with Salesforce, allowing users to schedule and customize video meetings from within the Saleforce app.
2. Nextiva
Nextiva is a VoIP service provider that combines phone service, team collaboration and video conferencing under a single pane of glass. Nextiva supports integrations with Salesforce, Salesforce Lightning , and Salesforce Service Cloud.
System requirements are MacOS or Windows, and Google Chrome for the browser extension.
From the Nextiva Salesforce integration panel, team members can type notes that will create tasks automatically. NLP interprets words like “tomorrow” or “next week” as dates for tasks.
Pricing
Nextiva offers 4 feature bundled pricing plans from $20-$60 monthly, per user. The Salesforce integration is available as a paid add-on to the Core ($30/user/month), Engage ($40/user/month), and Power Suite ($60/user/month) plans.
For more information, see out Nextiva pricing guide.
Other Integrations
Other Nextiva integrations include:
- MS Outlook
- Hubspot
- Microsoft Dynamics 365
- Oracle
- Sugar CRM
Best For
Nextiva is best for SMBs that only need a basic Salesforce integration, as the deeper Salesforce integration requires a higher priced plan. Additionally, Nextiva's Salesforce integrations does not unite text messages, so it is best for companies that rely more heavily on voice and other communication channels- particularly social media channels- as Nextiva includes advanced social media management tools in all plans.
3. 8x8
8x8 is a UCaaS and CCaaS provider that offers voice, team messaging, and video conferencing functionality. The 8x8 Salesforce integration enables users to click to dial from within Salesforce, receive screen pops for outgoing and inbound calls, and record conversations
Pricing
8x8 offers 3 bundled pricing plans with voice, video and chat capabilities. Users can also build as custom platform using 8x8 APIs. The Salesforce integration is included on all plans. Unfortunately, 8x8 does not publicly list its prices.
For more information, please see our 8x8 pricing guide.
Other Integrations
Other 8x8 integrations include:
- Copper
- Freshdesk
- NetSuite
- Microsoft Teams
- Zoho
- Slack
Best For
8x8 is best for larger businesses and enterprises that need a deep Salesforce integration. 8x8 is more expensive than competitors and is not transparent in pricing, but it does offer many advanced features with a focus on improving productivity and customer experience. The 8x8 Salesforce integration includes automation, task management, and call recording functionality.
4. Vonage
Vonage is a communications APIs company that offers both UCaaS and CCaaS solutions. Vonage’s Unified Communications platform is affordable and flexible with many features offered as add-ons.
The app is powered by gUnify and operates as a browser extension. Features include automated call logging, tagging and note taking, screen pops, and click to dial.
Pricing
Vonage offers 3 feature bundled pricing plans. Vonage's Premium and Advanced plans include a free and basic Salesforce integration, while a deeper Salesforce Salescloud or Servicecloud integration can be added on for $4.99 per month. Vonage users can also choose a direct Salesforce Service Cloud integration for $50 per user, per month.
For more information, please see our Vonage pricing guide.
Other Integrations
Other integrations that Vonage offers include:
- Bullhorn
- G-Suite
- Hubspot
- Zendesk
- Clio
- Connectwise
Best For
Vonage is best for teams that need flexibility and customizability. Vonage offers several Salesforce integrations including a native Service cloud option as well as a free basic integration and a medium depth integration add-on. Vonage also offers more flexibility in its pricing structure than competitors, with most advanced features being offered as paid add-ons, allowing companies to buy only the features they need.
5. GoTo Connect
GoTo Connect is a business VoIP provider that combines voice, messaging and video capabilities on its platform. It is made for small businesses and is part of the GoTo suite which includes a contact center (GoTo Contact Center), video conferencing (GoTo Meeting), and webinar (GoTo Webinar) platform.
GoTo Connect integrates with both Salesforce and Salesforce Lighting and includes features such as:
- Auto call logs
- Call disposition (indicate call disposition in GoTo Connect and have it sync automatically with Salesforce)
- One click call back
- Do Not Call field
- Integrated analytics (daily call summaries within Salesforce combined with other CRM data for insights)
- Alerts for user/license related errors
Pricing
GoTo Connect offers 3 quote-based bundled pricing plans. The Salesforce integration is included with the Connect CX and Connect Contact Center plans.
For more information, please see our GoTo Connect pricing guide.
Other Integrations
Additional GoTo Connect integrations include:
- Zendesk
- Zoho
- HipChat
- RevenueWell
Best For
GoTo Connect is best for call centers that don't rely heavily on texting, as GoTo Connect has a texting limit of 80 SMS credits per month and does not have a Salesforce SMS integration. GoTo Connect excels in international calling, with unlimited calling to over 50 countries included in all plans. This makes GoTo Connect a great choice for international teams. Collaboration tools like video conferencing and team chat make GoTo Connect a great choice for remote and hybrid teams as well.
6. Dialpad
Dialpad is a virtual phone system that combines video, voice and messaging capabilities onto one platform. Dialpad specializes in serving SMBs and integrating cutting edge Artificial Intelligence features into its platform.
Dialpad’s Salesforce integration enables users to create AI-powered workflows, set up power dialer campaigns, and log contact information from Salesforce natively inside the Dialpad desktop and mobile apps. Dialpad integrates with the classic and lightning versions of Salesforce Servicecloud and Salescloud.
Pricing
Dialpad offers 3 pricing plans ranging from $15 to $25 and up monthly, per user. The Salesforce integration is included on the Pro and Enterprise plans.
For more information, please see our Dialpad pricing guide.
Other Integrations
Other Dialpad integrations Dialpad include:
- Microsoft Teams
- Hubspot
- ServiceNow
- Zapier
- Zendesk
- Slack
Best For
Dialpad is best for smaller teams that want a reliable and affordable solution with some advanced features. Dialpad is great for sales teams thank to features such as AI recap, voicemail drop, and call monitoring. Dialpad's Salesforce integration allows sellers to branch sales cadences based on dispositions logged through Dialpad.
7. Intermedia
Intermedia is a Unified Communications service provider. The Intermedia Unite platform combines video, chat, and telephony with contact center capabilities.
Intermedia’s Salesforce integration allows users to use click to call, pull up existing customer records on incoming calls, log calls, and take notes during active calls within Salesforce. The integration is available for Salesforce Salescloud, Salesforce Servicecloud, Salesforce Classic and Salesforce Lightning.
Pricing
Intermedia offers 2 bundled pricing plans from $27.99 to $32.99 monthly, per user. The Salesforce integration is included only on the Enterprise plan.
For more information, please see our Intermedia pricing guide.
Other Integrations
Other integrations that Intermedia offers include:
- Sugar CRM
- Zoho CRM
- Zendesk
- ServiceNow
- Net Suite
- MS Dynamics
Best For
Intermedia is ideal for SMBs that are looking for a call center solution that is extremely user-friendly. Intermedia is also good for teams looking for a deep Salesforce integration, as Intermedia offers workflow automation and real-time call notes. Intermedia also integrates with a number of Salesforce versions including Salescloud, Servicecloud, Classic, and Lightning.
8. OpenPhone
OpenPhone is a business VoIP phone system that combines voice and texting functionality. Conversations are organized into workspaces where team members can access recordings, view voicemail transcriptions and call logs, and collaborate on contacts.
OpenPhone’s Salesforce integration enables users to automatically log OpenPhone activity to the relevant contact in Salesforce, view Salesforce information directly in OpenPhone, and initiate calls from Salesforce using click to dial. Users can also toggle auto-logging of call activity, messages, recordings, and voicemails from within OpenPhone.
Pricing
OpenPhone offers 3 feature bundled pricing plans. The Salesforce integration is included on the Premium ($23/user/month) and Enterprise ($35/user/month) plans.
For more information, please see our OpenPhone pricing guide.
Other Integrations
Other integrations that OpenPhone offers include:
- Slack
- Zapier
- Google Contacts
- Hubspot
- Gong
Best For
OpenPhone is a great choice for startups and small businesses because it offers affordable pricing starting at only $15 per user, per month. OpenPhone does not have advanced features such as video conferencing, but it does have an intuitive user interface. OpenPhone is also great for companies that communicate via text with customers as OpenPhone's Salesforce integration does include text logging.
9. Ooma
Ooma offers affordable residential and business VoIP solutions. Its cloud-based PBX system, Ooma Office, is especially popular among those making the switch from a landline to VoIP for the first time.
The Ooma Salesforce integration allows users to preview customer information on the Ooma Office platform when making or receiving a call from a number within the Salesforce app. Whenever a call is placed or received, a call task with the time and length of the call along with any call notes will be created automatically on the matching CRM record. The integration can be used on a desk phone or softphone.
Ooma integrates with Salesforce Lightning and the Essentials, Professional, Enterprise and Unlimited Salesforce editions. The Salesforce integration for Ooma is compatible with most major PC and Mac browsers, such as Apple Safari, Google Chrome, Microsoft Edge and Mozilla Firefox.
Pricing
Ooma Office offers three pricing plans ranging from $19.95 to $29.95 monthly, per user. The Salesforce integration is only included on the Pro Plus plan ($29.95/user/month).
For more information, please see our Ooma pricing guide.
Other Integrations
Other integrations that Ooma offers include:
- Microsoft Dynamics 365
- Office 365
Best For
Ooma is also better for smaller companies, as it has a low video meeting limit and text messaging limitations. Ooma is a perfect choice for teams that have employees or customers in Mexico or Puerto Rico, as it is one of the few VoIP providers to include unlimited calling to these areas. The Ooma Salesforce integration is more limited than some others on our list- it doesn't include text syncing or AI tools- so Ooma is best for companies that aren't looking for a deep CRM integration, but do require call logging, call recording, screen pops, and auto task completion.
10. Zoom Phone
Zoom Phone is an affordable cloud based phone system that focuses on essential VoIP features and caters to small business, SMBs and remote teams.
The Zoom Phone Salesforce integration allows users to make/receive calls, record calls, access voicemails and recordings, and use SMS/texting in the Salesforce platform. Users can also save call logs in Salesforce automatically or manually, and create new Salesforce leads from contacts and calls made with the Zoom Phone app.
Pricing
Zoom Phone offers three pricing plans ranging from $15 to $22.49 monthly, per user. The differences between the plans is limited to whether outbound calls are metered or unlimited and whether international calling is permitted. Voip features in the plans are identical. The Salesforce integration is included on all plans.
For more information, see our Zoom pricing guide.
Other Integrations
Other integrations that Zoom Phone offers include:
- Slack
- Microsoft
Best For
Zoom Phone is a great choice for teams that are already using Zoom's video conferencing and webinar platform. While Zoom Phone users can leverage the native Salesforce integration to manage inbound and outbound calls, the integration really shines with Zoom Meetings and Zoom Webinars, where it is used to start a video meeting, sync webinar attendee information, approve, deny, or cancel webinar registrations, and more.
How Integrating VoIP with Salesforce Improves Customer Service
One of the main benefits to a Salesforce-VoIP integration is improved customer service. With customer expectations rising, providing exceptional service should be a priority for every business.
Here are some of the main ways that a Salesforce integration improves customer service:
- Enables Remote Work and Teams: Gives remote teams access to customer information wherever they are located, allowing for 24/7 service across time zones
- Streamlines Quality Assurance Efforts:Enables phone call transcription so management can look back and discuss performance with agents
- Automates Repetitive Tasks: Eliminates the need to manually record call notes so that agents can give customers their undivided attention
- Eliminates Customer Repetition: Service teams don’t need to rely on the customer to fill in all the details of ongoing cases because it automatically appears in screen pops.
- Personalized Customer Experience: With a detailed CRM record popping up on incoming calls, service reps are empowered to offer customers personalized recommendations.
