Deliver Exceptional Customer Experiences with AI-Powered Service Cloud

Transform customer service operations with the industry-leading native contact center solution for Salesforce Service Cloud. Intelligent routing, real-time analytics, and omnichannel capabilities built for customer success.

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AI-Powered Customer Service Excellence for Salesforce

Screenpop and click to dial

Leverage powerful screenpop technology to automatically route agents to the right case record in Salesforce when an inbound or outbound call is initiated. Setup rules for different scenarios like known and unknown numbers.

Automatic case creation & assignment

Create workflows to streamline case creation and assignment for telephony events like missed calls, voicemails or new incoming calls. Use your existing case assignment rules and PhoneIQ managed screenpop to save valuable agent time.

Capture all customer conversations

Capture all interactions automatically in Salesforce. Seamlessly sync valuable data like related case, call duration, call recording, agent comments, call tags, call outcome, customer mood and more.

Every Call Reaches the Perfect Agent, Automatically

AI-Powered Smart Routing

Connect Customers to the Right Expert, Every Time

Leverage Salesforce-native intelligent call routing that automatically matches inbound callers to the optimal service agent based on real-time data including Case Owner, Account Owner, Contact relationships, skillset matching, agent availability, language preferences, product expertise, and custom business rules. Reduce wait times, increase first-call resolution, and boost customer satisfaction scores.

Instant 360° Customer Context

Transform Agents into Customer Experts

Reduce average handle time by providing agents with complete customer visibility before answering. AI-powered screen pop automatically surfaces relevant Salesforce records including open cases, account history, previous interactions, purchase history, support tickets, sentiment scores, and AI-generated customer insights—enabling personalized, efficient service from hello to resolution.

Advanced In-Call Actions & Automation

Maximize Agent Productivity During Every Interaction

Empower agents with powerful in-call controls without leaving Salesforce: hold and transfer capabilities, add case comments and disposition codes, apply call tags and sentiment tracking, assign calls to new or existing cases, create follow-up tasks automatically, leverage automated case workflows, and sync all call data to Salesforce in real-time. Zero manual data entry required with native Service Cloud integration.

Giorgio Pagliuca
Managing Director at Thrifty
“PhoneIQ allowed us to unite all communications under one system, providing a seamless transition to remote work during COVID-19.”
Diego Acosta y Lara
Director of IT at El Pais
“PhoneIQ’s mobile app was key to mobilizing our workforce. Journalists find it specially useful when paired with automatic call recording”
Chad Hammond
Salesforce Admin at Mobycap
“Since transitioning to PhoneIQ outbound call volume has increased dramatically. Kudos to the entire team for continuing to push the needle forward”

Keep a pulse of your contact center

Enterprise-Grade Contact Center Capabilities

Queue Management & Wait Time Optimization

Advanced queue configuration with position announcements, estimated wait time messages, comfort messages, queue callbacks, priority routing, overflow handling, and real-time queue monitoring.

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Voicemail & After-Hours Management

Professional voicemail greeting management, voicemail-to-email notifications, visual voicemail access, automated case creation from voicemails, and after-hours routing options.

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Multi-Language Support & Global Coverage

Support international customers with multi-language IVR, language-based routing, global phone numbers in 100+ countries, local caller ID presentation, and 24/7 multilingual support.

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Call Recording & Compliance

Automatic call recording with unlimited storage, on-demand recording, pause recording for PCI compliance, secure encryption, customizable retention policies, and AI transcription for quality assurance and training.

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Click to dial

Click on phone numbers in Salesforce to automatically dial it in PhoneIQ

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Intelligent routing

Connect callers automatically to the best agent based on Salesforce data.

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Analytics & coaching

Track call outcome in real time and scale sales success across your team predictively.

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Mobile & Desktop Flexibility

Unified communications across devices with native mobile apps for iOS and Android, desktop softphone, browser-based calling, and seamless call handoff between devices—enabling remote and hybrid service teams.

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