Last updated on June 16th, 2025 at 03:01 pm
In 2025, efficiently managing customer interactions is the backbone of any thriving business. That’s why a Salesforce Call Center stands out as the ultimate tool to streamline communication. Whether you’re a small startup or a growing enterprise, setting up a Salesforce Call Center not only enables your sales, support, and service teams to handle calls seamlessly but also helps keep data organized. As a result, your team can deliver more personalized, consistent, and effective customer experiences at every touchpoint.
However, for beginners, setting up a Salesforce Call Center can seem daunting. With so many options, integrations, and features, knowing where to start is crucial. This complete guide breaks down the process step-by-step, ensuring that your team is equipped with the best practices, tips, and recommendations to get your Salesforce Call Center running smoothly and efficiently.
By the end of this blog, you’ll have everything you need to transform your communication strategy and empower your team to deliver exceptional service, no matter where they are. Let’s dive in!
Table of contents
What Is a Salesforce Call Center?
A Salesforce Call Center is an integrated solution that allows your sales and support teams to manage all customer calls directly from the Salesforce platform. It combines telephony features — like click-to-dial, call logging, and automated workflows — with CRM data to give reps a 360-degree view of every customer interaction.
Think of it as the bridge between your telephony system and Salesforce. As a result, no detail falls through the cracks. Moreover, this integration helps your team stay organized, respond faster, and maintain context across all interactions—ultimately improving both efficiency and customer satisfaction.
Why Use a Salesforce Call Center for Your Business?
A Salesforce Call Center, in turn, empowers your team to meet these expectations by seamlessly connecting every conversation with the tools and data your reps rely on daily. As a result, they can work more efficiently, respond more effectively, and provide a consistently high-quality customer experience.
Here’s why implementing a Salesforce Call Center is a game-changer for your business:
- Seamless Integration: A Salesforce Call Center connects your phone system directly to Salesforce. Every call, note, and customer detail stays in one place. Reps don’t need to switch apps or log data manually, saving time and reducing errors. With everything on one dashboard, your team gets a full view of the customer journey for more meaningful conversations.
- Real-Time Analytics: Track key metrics like call volume, handling time, and first-call resolution—all within Salesforce. These insights help managers make smarter decisions, coach teams better, and improve ROI through ongoing optimization.
- Scalability: As your team grows, your call center scales with you. Add users, features, or integrations as needed. Whether you’re a startup or an enterprise, you can adapt the system to fit your evolving needs—quickly and easily.
Why FreJun is the Best Salesforce Phone Integration for 2025
FreJun isn’t just another phone system — it’s the ultimate solution for teams that want to unlock the full potential of their Salesforce Phone Integration.
Here’s why FreJun stands out:
- Seamless CRM Integration: Every call, note, and follow-up is automatically logged in Salesforce, ensuring a complete view of every customer interaction.
See How FreJun Integrates with Leading CRMs
- AI-Powered Insights: Real-time transcription, sentiment analysis, and conversation tagging empower reps to have smarter, more personalised conversations.
- Multi-Channel Support: Beyond voice calls, FreJun supports WhatsApp, SMS, and email — helping you meet customers where they are.
- AI-Powered Transcription and Sentiment Analysis: Every call is transcribed and analysed in real time, giving reps the insights they need to build relationships and close deals.
How FreJun’s AI Enhances Business Communication
- Scalability: Whether you’re a small team or a growing enterprise, FreJun grows with you, without sacrificing performance or features.
With FreJun, your Salesforce Phone Integration becomes a strategic advantage that boosts productivity, improves customer relationships, and drives revenue.
Pricing:Standard: Begins at $14.49 per user, per month
Professional: Starts at $16.69 per user, per month
G2 Reviews: 4.9/5
Step-by-Step Salesforce Call Center Setup Guide
Ready to build your Salesforce Call Center? Let’s walk through the essential steps:
Step 1: Enable Call Center Features
First, you need to activate Call Center functionality in Salesforce. Go to Setup → Call Centers → Create New Call Center. This enables the platform to manage call data and integrate with your chosen telephony solution.
Step 2: Choose a CTI Integration
CTI (Computer Telephony Integration) is what connects your phone system to Salesforce. Popular choices include:
- FreJun CTI (for AI-powered transcription, CRM logging, and multi-channel support)
- Five9
- RingCentral
FreJun is especially recommended for beginners due to its seamless integration and user-friendly interface.
Step 3: Configure Users and Profiles
Assign the right users to your call center. Create profiles and permissions that align with your team’s needs, ensuring that every rep can access the features and data they need.
Step 4: Map Softphones and Dialers
Set up the softphone layouts within Salesforce to enable click-to-call, screen pops, and automatic call logging. This ensures that your reps can manage calls without switching platforms.
Step 5: Test and Optimize
Before rolling out to the entire team, test your setup. Check call quality, logging accuracy, and CRM integrations. Gather feedback from users and make adjustments to ensure a smooth launch.
Common Pitfalls and How to Avoid Them
Even with the best planning, some challenges can arise during setup. Here’s how to avoid them:
- Skipping Testing: Always test integrations before rollout.
- Ignoring User Training: Train your team on the new tools and processes.
- Lack of CRM Integration: Choose a CTI that offers deep Salesforce integration (FreJun is highly recommended).
- Forgetting Compliance: Ensure your call center solution meets GDPR, DoT, and other regulatory requirements.
Key Takeaways
In 2025, a Salesforce Call Center is no longer just a tool for making and receiving calls—it’s the backbone of a modern, customer-centric communication strategy. By integrating your telephony system directly with Salesforce, you empower your team to deliver faster, more personalised, and more efficient service at every touchpoint. Every call becomes a data-rich opportunity to build relationships, resolve issues, and close deals—right inside the CRM where your team already works.
FreJun’s seamless integration with Salesforce elevates your Salesforce Call Center experience even further, bringing AI-powered transcription, real-time sentiment analysis, and workflow automation to every conversation. This means reps can focus on what matters most — building meaningful connections with customers — while the system takes care of the details. No more wasted time on manual logging or searching for notes — everything is right there in your Salesforce dashboard, ready to help your team succeed.
In a competitive market where customer experience is king, a Salesforce Call Center gives your business the edge it needs to stand out. Whether you’re a small team just getting started or an enterprise managing thousands of calls a day, the right solution helps you scale, adapt, and thrive. Don’t let outdated systems hold your team back — embrace the power of a modern Salesforce Call Center and watch your customer relationships — and your bottom line — soar.
Final Thoughts and Recommendations
In 2025, a Salesforce Call Center isn’t just a nice-to-have — it’s essential for teams that want to deliver exceptional customer experiences, streamline workflows, and drive revenue. By integrating your calls with Salesforce, you turn every interaction into a data-rich opportunity to build trust and close deals.
FreJun makes it easier than ever to get started, with AI-powered transcription, CRM integration, and multi-channel support that empowers your team to work smarter. Whether you’re a small team or a growing enterprise, investing in a Salesforce Call Center is the key to unlocking your team’s full potential and setting your business up for long-term success.
Further Reading: 7 Popular Apps for Calling in the UAE You Need to Know
FAQs
A: Not necessarily! Most CTI integrations, including FreJun, offer no-code or low-code setup with guided walkthroughs, making it easy for anyone to get started.
A: Absolutely. Cloud-based CTI tools like FreJun are designed for distributed teams, ensuring your reps can make and receive calls from anywhere with full CRM sync.
A: Yes. When using a trusted solution like FreJun, you benefit from end-to-end encryption and compliance with GDPR and DoT, which ensures all communications are secure.
A: Yes. FreJun automatically logs every call, note, and outcome directly into Salesforce, saving your team time and improving tracking accuracy.
A: Definitely. FreJun supports multi-channel communication, enabling your team to reach customers via WhatsApp, SMS, and calls — all from the same unified dashboard.
Subhash is the Founder of FreJun, the global call automation platform. With 8+ years of entrepreneurial experience, FreJun was established to help customers with their voice communication needs. The goal of FreJun is to develop cutting edge technology and solutions to help customers.