Press Release
Talkdesk expands Salesforce partnership with deepened Talkdesk for Service Cloud Voice functionality
Integration enhancements unify voice and digital customer interactions routing within Salesforce for seamless customer experience and agent workload management
PALO ALTO, Calif. — October 9, 2025 — Talkdesk®, Inc. today announced strategic enhancements to its certified integration with Salesforce: Talkdesk for Service Cloud Voice. With this latest release, Talkdesk extends unified routing to Service Cloud Voice, enabling every customer interaction — including Talkdesk-powered voice — to be managed through a single, native routing engine.
First released in 2021, Talkdesk for Service Cloud Voice provides an all-in-one customer relationship management (CRM) and contact center solution. It seamlessly combines phone, digital channels, and CRM data within agents’ Service Cloud consoles and gives customer service teams access to rich contact center features like call controls, reporting, call analytics, and more.
Until now, Salesforce Service Cloud Voice unified routing has only been available through limited Service Cloud Voice Telephony Partners. With this expanded capability, Talkdesk is one of the first providers supporting unified routing in Service Cloud Voice. This allows businesses to automatically route customer requests from voice and digital channels with Salesforce Omni-channel, assign interactions based on agent capacity and expertise for faster connections, enhance customer experience, and improve agent workload management.
“Enterprises are not only seeking ways to gain operational efficiencies, but also better serve their customers,” said Kishan Chetan, executive vice president and general manager, Service Cloud, at Salesforce. “Talkdesk for Service Cloud Voice has been a critical offering in the Service Cloud Voice ecosystem for years. By expanding its functionality with unified routing for voice and digital channels, now it’s even easier for our shared customers to deliver the experiences their customers expect and make day-to-day work flow better for their agents too.”
Making use of its multi-channel support, the key use cases served by the enhancements include:
- Capacity-based routing: Customers are connected to agents faster as workloads are balanced across every channel based on real agent capacity.
- Skill-based routing: Unified routing improves first-contact resolution by matching customers with the most qualified agent.
- Failover scenarios: If audio stream issues occur, customers are seamlessly rerouted to eligible agents, preventing service disruption.
“Businesses want their customer interactions to flow effortlessly, regardless of channel, and the Talkdesk for Service Cloud Voice enhancements make that possible. We are immediately enabling faster, better customer experiences, while simplifying workflows for agents, for more than 800 customers Talkdesk and Salesforce jointly serve worldwide,” said Rui Biscaia, vice president of product at Talkdesk.
About Talkdesk
Talkdesk® is leading a new era in customer experience with Customer Experience Automation (CXA)—a new category and platform designed to automate the full complexity of modern customer journeys. CXA replaces fragmented, human-coordinated workflows with autonomous, multi-agent AI orchestration that delivers intelligent, scalable, and outcome-focused service across the entire CX lifecycle.
At the core of CXA is the Talkdesk Data Cloud, which turns transcripts, call recordings, case notes, and customer records from across CRMs and systems of record into real-time, actionable knowledge. This enables AI agents to operate with full context, collaborating seamlessly to resolve complex customer problems with speed, precision, and adaptability.
Talkdesk CXA supports both cross-industry workflows and industry-specialized use cases in sectors like healthcare, financial services, retail, utilities, travel, and government. With prebuilt AI agents, a virtuous automation cycle (Discover, Build, Orchestrate, Measure), and rapid time-to-value, Talkdesk helps enterprises modernize customer experience without the need for a full rip-and-replace.
Trusted by global brands and recognized for continuous innovation, Talkdesk empowers organizations to grow revenue, reduce costs, and transform service delivery through coordinated, AI-driven automation. Companies that love their customers use Talkdesk.
Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.
Media Contact:
Talkdesk Public Relations