Service Cloud Voice changed the game when Salesforce launched it. For the first time, you could handle telephony directly within Salesforce without cobbling together third-party CTI adapters and hoping everything worked. But here's the thing: Service Cloud Voice is primarily built for service teams handling inbound support calls. What about sales teams who need sophisticated outbound dialing, AI-powered conversation intelligence, and power dialing capabilities?

That's exactly where PhoneIQ comes in. And the best part? PhoneIQ integrates seamlessly with Service Cloud Voice deployments, giving you the best of both worlds. You keep all the native Salesforce telephony infrastructure you've already invested in, while adding enterprise-grade sales engagement features that Service Cloud Voice simply wasn't designed to provide.

Let me walk you through how this integration works, why it matters, and how to set it up in your org.

Understanding Service Cloud Voice and Its Limitations

Before we talk about integration, let's be honest about what Service Cloud Voice does well and where it falls short for sales teams.

Service Cloud Voice excels at handling inbound customer service calls. It's built right into the Salesforce console, transcribes calls automatically, and integrates tightly with case management. For support teams, it's genuinely transformative. The Einstein Conversation Insights give managers visibility into support interactions, and the whole experience feels native because it is.

But talk to any sales leader who's tried to use Service Cloud Voice for outbound prospecting and you'll hear the same frustrations. There's no real power dialing functionality. The AI features are tuned for support conversations, not sales discovery. You can't easily run multi-touch calling campaigns. The reporting is built around case deflection and first-call resolution, not pipeline generation and revenue metrics.

Service Cloud Voice wasn't designed for sales teams, and that's fine. Salesforce built it for a specific use case and they did it well. But if you're a sales organization that also needs robust service capabilities, you've historically had to choose between two separate systems or compromise on functionality.

Why Organizations Choose Both PhoneIQ and Service Cloud Voice

The reality is that modern revenue organizations need different tools for different teams. Your support team needs case-centric telephony. Your sales team needs opportunity-centric engagement tools. Trying to force one system to do both jobs means nobody gets what they really need.

Here's what we see from customers who run both PhoneIQ and Service Cloud Voice:

Unified Salesforce Experience: Everything lives in Salesforce. No external portals, no separate logins, no data sync issues. Your support team uses Service Cloud Voice for inbound calls. Your sales team uses PhoneIQ for outbound campaigns. Both systems write to the same Salesforce objects, creating a complete customer interaction history.

Best-in-Class Capabilities: Service Cloud Voice gives you Salesforce's native telephony infrastructure and tight case integration. PhoneIQ gives you AI-powered sales engagement, sophisticated power dialing, and revenue-focused analytics. You're not compromising on either side.

Simplified Administration: Both systems are managed through Salesforce. One security model, one user provisioning process, one set of permission sets. Your admin team isn't juggling multiple platforms.

Complete Customer View: When a prospect becomes a customer and eventually needs support, their entire journey is documented in Salesforce. Sales calls, support calls, everything. Your teams have complete context regardless of which system handled the interaction.

Cost Efficiency: Instead of paying for Service Cloud Voice licenses for your entire revenue organization, you can scope it appropriately for service teams while using PhoneIQ for sales. The cost savings often pay for both systems.

Technical Architecture: How the Integration Works

Let's get into the technical details of how PhoneIQ and Service Cloud Voice coexist in the same Salesforce org. Understanding this architecture will help you plan your implementation and troubleshoot any issues.

Both PhoneIQ and Service Cloud Voice use Salesforce's telephony infrastructure, but they operate independently. Think of them as separate applications that happen to write to the same database rather than as integrated systems that need to talk to each other directly.

Telephony Routing: Service Cloud Voice routes through Salesforce's partnership with Amazon Connect or other supported providers. PhoneIQ has its own telephony infrastructure. Inbound calls to your support numbers route through Service Cloud Voice. Outbound sales calls go through PhoneIQ. You assign users to one system or the other based on their role.

Data Layer: Both systems write to standard Salesforce objects like Task, Contact, Lead, and Account. Service Cloud Voice creates Voice Call records. PhoneIQ creates its own custom objects for call sessions, transcripts, and AI insights. There's no conflict because they're writing to different object types.

User Interface: Service Cloud Voice embeds in the Service Console. PhoneIQ provides its own Lightning component that can live in Sales Console, Service Console, or any custom console you've built. Users typically have one or the other visible based on their profiles and permission sets.

Reporting and Analytics: Both systems feed data into Salesforce reports and dashboards. You can create unified views that show all calling activity across your organization, or separate views for sales and service metrics.

The key insight is that these systems don't need deep integration because they're serving different users for different purposes. They coexist peacefully in the same org without stepping on each other's toes.

Implementation Planning: Before You Start

Before you install PhoneIQ in an org that already has Service Cloud Voice, do some planning. This will save you headaches later.

Audit Your Current Service Cloud Voice Setup: Document which profiles have Service Cloud Voice enabled. Map out your current telephony routing. Identify any custom workflows or automations triggered by Voice Call creation. List any Einstein Voice features you're actively using.

Define Your Use Cases: Be crystal clear about which teams will use which system. Sales development reps should use PhoneIQ for prospecting. Account executives should use PhoneIQ for opportunity management. Customer support should continue using Service Cloud Voice. Customer success might use both depending on their activities.

Plan Your Phone Numbers: You'll need separate phone numbers for sales and service. Service Cloud Voice numbers route inbound support calls. PhoneIQ numbers are your outbound sales caller IDs. Plan your number strategy carefully, considering local presence and toll-free requirements.

Review Your License Allocation: Service Cloud Voice requires specific licenses. PhoneIQ has its own licensing model. Make sure you're not paying for overlapping capabilities. Many organizations reduce their Service Cloud Voice license count once PhoneIQ handles the sales side.

Map Your Data Model: Understand where call data will live. Service Cloud Voice writes to Voice Call objects. PhoneIQ has its own custom objects. Plan any custom integrations or reports that need to pull from both sources.

Consider Your Security Model: Both systems respect Salesforce's security model, but you'll want to set up permission sets carefully. Support agents shouldn't see PhoneIQ's sales features. Sales reps typically don't need access to service call records.

Step-by-Step Integration Process

Let's walk through actually setting this up. I'm assuming you already have Service Cloud Voice running and you're adding PhoneIQ to the mix.

Step One: Install PhoneIQ Package

Install the PhoneIQ managed package from the AppExchange into your production org (or sandbox for testing). The installation is straightforward and won't conflict with Service Cloud Voice. During installation, you'll choose security settings. We recommend installing for admins only initially, then granting access to specific profiles after configuration.

Step Two: Configure PhoneIQ Settings

Navigate to PhoneIQ's setup menu. Configure your telephony settings, including your outbound caller ID numbers and local presence options. Set up your AI preferences, including which conversation intelligence features to enable. Configure call recording settings and ensure compliance with your industry regulations.

The key here is keeping PhoneIQ's configuration separate from Service Cloud Voice. Don't try to share phone numbers or routing rules between the systems. They should operate independently.

Step Three: Set Up User Access

Create permission sets for PhoneIQ users. Typically you'll have different permission sets for sales reps, sales managers, and admins. Assign these permission sets to your sales users. Leave your service team without PhoneIQ access since they're using Service Cloud Voice.

Add the PhoneIQ Lightning component to your Sales Console app. If you have a custom console, add it there too. Don't add it to the Service Console where your support team works. Keep the interfaces clean and role-specific.

Step Four: Configure Call Logging

This is where things get interesting. Both systems can create Tasks to log calls. You'll want to set up naming conventions or record types to differentiate between sales calls (from PhoneIQ) and service calls (from Service Cloud Voice).

Create a custom field on Task called "Call Source" with values like "PhoneIQ" and "Service Cloud Voice". Configure both systems to populate this field automatically. This makes reporting and filtering much easier later.

Consider creating separate Task record types for sales calls and service calls. This lets you customize page layouts, validation rules, and automation specific to each call type.

Step Five: Build Unified Reporting

Create reports that show all calling activity across your organization. Use the Call Source field to segment by sales versus service. Build dashboards for executives that show complete customer interaction history.

PhoneIQ includes pre-built reports for sales metrics. Service Cloud Voice has its own reporting. You can combine data from both into custom reports using report types that include Tasks, Voice Calls, and PhoneIQ's custom objects.

Step Six: Test Thoroughly

Before rolling out to your sales team, test extensively. Have test users make calls through PhoneIQ while others make calls through Service Cloud Voice. Verify that data is logging correctly to the right objects. Check that permissions are working as expected. Test scenarios where the same contact gets both sales calls and support calls.

Look for any conflicts or unexpected behavior. The systems should coexist peacefully, but every org has unique customizations that might cause issues.

Step Seven: Train Your Teams

Your sales team needs training on PhoneIQ's features. Don't assume they'll figure it out on their own. Run hands-on training sessions covering power dialing, conversation intelligence, and call disposition workflows.

Your service team probably doesn't need retraining since nothing changes for them. But make sure they understand that sales is using a different system now, so they don't get confused if they see PhoneIQ-related fields or records.

Step Eight: Monitor and Optimize

After rollout, monitor usage closely. Watch for data quality issues. Look at adoption metrics for both systems. Gather feedback from users on both sides.

You might need to adjust workflows, field mappings, or automation rules as you see how users actually interact with both systems. That's normal and expected.

Common Integration Challenges and Solutions

Every implementation is unique, but we see some common challenges when running PhoneIQ alongside Service Cloud Voice. Here's how to handle them.

Challenge: Users Confused About Which System to Use

This happens when roles aren't clearly defined. A customer success rep might handle both proactive outreach (sales-ish) and reactive support (service-ish). Solution: Define use cases clearly. If they're making proactive outbound calls, use PhoneIQ. If they're answering inbound support requests, use Service Cloud Voice. Create job aids that spell this out.

Challenge: Duplicate Call Records

If you're not careful, you might end up with call records in multiple places. Solution: Use record types and automation to ensure each call is logged exactly once in the appropriate system. PhoneIQ's calls should create Tasks with the PhoneIQ record type. Service Cloud Voice calls create Voice Call records. Don't try to sync between them.

Challenge: Report Complexity

Creating reports that span both systems can get complicated. Solution: Use the Task object as your common denominator. Both systems can create Tasks. Build reports off Tasks with filters for Call Source. For system-specific metrics, use the native reporting in each platform.

Challenge: Permission Set Conflicts

Sometimes permission sets from both systems can conflict, especially around Lightning component visibility. Solution: Keep permission sets completely separate. PhoneIQ permission sets for sales users, Service Cloud Voice permissions for service users. Admins can have both for troubleshooting, but end users should have one or the other.

Challenge: Phone Number Management

Managing multiple phone number pools can be confusing. Solution: Document your number strategy clearly. Sales numbers go in PhoneIQ, service numbers in Service Cloud Voice. Use Salesforce documentation features to keep this information accessible to your admin team.

Advanced Integration Scenarios

Once you have the basics working, there are some advanced scenarios worth considering.

Warm Transfers Between Systems

Sometimes a sales call needs to escalate to support, or vice versa. PhoneIQ supports warm transfers, including transfers to Service Cloud Voice users. Set up transfer buttons in the PhoneIQ interface that can hand off calls to service agents. The call history transfers too, giving the service agent complete context.

Unified Queue Management

Large organizations might want unified queue visibility across sales and service. You can build custom Lightning components that show both PhoneIQ dial sessions and Service Cloud Voice call queues. This gives operations leaders a complete view of calling activity.

Cross-System Automation

Use Process Builder or Flow to trigger automation across systems. For example, when a PhoneIQ call reveals a critical product issue, automatically create a case and notify the support team. When a Service Cloud Voice support call uncovers an upsell opportunity, create a task for the account executive.

Consolidated Analytics

Build Tableau CRM (or Einstein Analytics) dashboards that pull data from both PhoneIQ and Service Cloud Voice. This gives executives a complete picture of customer interactions across the revenue lifecycle.

Conversation Intelligence Sharing

PhoneIQ's conversation intelligence can benefit service teams too. Consider giving service managers read-only access to PhoneIQ's AI insights dashboard so they can see patterns across all customer conversations, not just support calls.

Licensing Considerations and Cost Optimization

Running both systems might seem expensive, but many organizations find it's actually more cost-effective than the alternatives.

Service Cloud Voice licensing is per-user and includes the base platform cost plus telephony costs. If you were trying to use it for your entire revenue organization, those costs add up fast.

PhoneIQ has its own licensing model typically based on number of users and call volume. By scoping each system appropriately, you often spend less than you would trying to force Service Cloud Voice to handle sales or buying a completely separate external system.

Here's a typical scenario: A company has 200 sales users and 50 service agents. Instead of buying 250 Service Cloud Voice licenses, they buy 50 Service Cloud Voice licenses for service and 200 PhoneIQ licenses for sales. The total cost is often 30-40% less than the alternative.

Plus, you're not paying for external systems that don't integrate natively with Salesforce. Everything is in one platform, which reduces integration costs, data sync issues, and admin overhead.

Work with your Salesforce account team and PhoneIQ to model the licensing options. Most organizations find significant savings while getting better functionality.

Real-World Use Case: How One Company Did It

Let me share a real example of how this integration works in practice. A SaaS company with 150 sales reps and 40 support agents implemented both systems.

They started with Service Cloud Voice for their entire organization. It worked great for support but fell short for sales. The sales team couldn't run effective power dialing campaigns. The conversation intelligence was tuned for support interactions and missed sales-specific insights. Reporting was built around case metrics, not pipeline.

They evaluated external sales engagement platforms but didn't want to move calling outside Salesforce. That's when they found PhoneIQ.

They kept Service Cloud Voice for their support team. All inbound customer calls route through their existing Service Cloud Voice setup. Cases get created automatically, Einstein analyzes support conversations, and their service metrics dashboard still works perfectly.

They added PhoneIQ for the sales team. SDRs use power dialing for prospecting. AEs use it for opportunity management calls. The AI conversation intelligence helps reps handle objections and identify buying signals. All the call data writes to Salesforce and integrates with their existing Salesforce CPQ and opportunity management processes.

The result? Their sales team's productivity increased by 40% in the first quarter. Connect rates went up because the AI helped prioritize which prospects to call when. Deal cycles shortened because reps had better visibility into what was working. And their support team's Service Cloud Voice experience didn't change at all.

Total implementation time was three weeks from package install to full rollout. They did a two-week pilot with 20 sales reps, refined the configuration based on feedback, then rolled out to everyone else in a single week.

Future-Proofing Your Integration

Salesforce continues evolving both Service Cloud Voice and its Einstein AI capabilities. PhoneIQ keeps pace with platform updates through regular managed package releases.

Make sure your integration approach is flexible enough to accommodate future changes. Use standard objects where possible rather than custom code. Leverage platform features like Flow and Process Builder instead of hardcoded logic. This makes it easier to adopt new capabilities as both Salesforce and PhoneIQ release them.

Stay connected with both PhoneIQ's product roadmap and Salesforce's Service Cloud releases. Sometimes new platform features open up integration possibilities you didn't have before. The Einstein Trust Layer improvements in 2026, for example, make AI features across both systems more secure and performant.

Join the PhoneIQ community and Salesforce Service Cloud community groups. Other admins face similar integration challenges, and sharing solutions benefits everyone.

Getting Help When You Need It

Integrating PhoneIQ with Service Cloud Voice is straightforward for most orgs, but every Salesforce implementation has unique quirks. Don't hesitate to get help when you need it.

PhoneIQ's support team has handled hundreds of these integrations. They know the common pitfalls and can help you avoid them. Their implementation specialists can join planning calls, review your architecture, and provide guidance on best practices.

Salesforce support can help with Service Cloud Voice questions. Your account team can advise on licensing optimization. Between both support organizations, you have extensive resources available.

Many Salesforce consulting partners also specialize in telephony integrations. If your org has complex customizations or unique requirements, bringing in a partner for implementation might be worthwhile.

Making the Decision: Is This Right for Your Organization?

Running both PhoneIQ and Service Cloud Voice makes sense if you have distinct sales and service teams with different calling needs. It's probably overkill if you're a small organization where everyone wears multiple hats.

Ask yourself these questions:

Do we have separate sales and service teams? Does our sales team need sophisticated outbound calling capabilities? Is our service team happy with Service Cloud Voice? Are we frustrated by Service Cloud Voice's limitations for sales? Do we want everything in Salesforce rather than using external tools? Can we justify the licensing cost for both systems?

If you answered yes to most of these, the integration is probably right for you. If you're unsure, start with a small pilot. Get PhoneIQ running for your sales development team while leaving Service Cloud Voice unchanged for support. Measure the impact. Expand from there if it works.

Your Next Steps

Ready to explore how PhoneIQ and Service Cloud Voice can work together in your org? Here's what to do next:

Talk to your sales and service leaders. Get alignment on requirements for both teams. Make sure you understand the pain points with your current setup.

Audit your Service Cloud Voice implementation. Document what's working and what isn't. Identify which users truly need Service Cloud Voice capabilities.

Request a PhoneIQ demo. See how it works alongside Service Cloud Voice. Ask questions specific to your use cases and org architecture.

Start a pilot program. Test PhoneIQ with a small group while keeping Service Cloud Voice running for service. Measure the impact on sales productivity and team satisfaction.

Build your business case. Calculate the ROI of running both systems versus alternatives. Factor in productivity gains, cost savings, and improved data quality.

The combination of PhoneIQ for sales and Service Cloud Voice for service gives you the best telephony experience across your revenue organization. Both teams get tools built specifically for their needs. Everything stays in Salesforce. Your customer data remains complete and accessible.

Visit PhoneIQ.co to learn more about how we integrate with Service Cloud Voice deployments. Our team is ready to help you design an integration approach that fits your specific needs.

Stop forcing one system to do everything. Give each team the tools they need to succeed. Your sales and service teams will thank you, and your customers will benefit from better experiences across the board.

‍