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Last updated on October 2nd, 2025 at 01:16 pm
Salesforce Phone Integration, also known as CTI (Computer Telephony Integration), connects your phone system directly with Salesforce CRM. This allows sales and support teams to use features like click-to-call, automatic call logging, real-time call analytics, and call recording without switching between platforms. By integrating, businesses can save time, improve customer conversations, and make data-driven decisions.
With solutions like FreJun’s Salesforce phone integration, companies get an easy-to-set-up, scalable, and cost-effective way to streamline communication. Whether you’re a small team or an enterprise, the integration helps boost sales productivity, customer experience, and overall efficiency.
With AI-powered solutions like FreJun, this integration doesn’t just connect calls — it revolutionises the way you understand, manage, and act on every conversation. Let’s dive deep into why Salesforce Phone Integration is a must-have and how to set it up and optimise it for peak performance.
Table of contents
Why Integrating Your Phone System with Salesforce is Essential
Integrating your phone system with Salesforce ensures all calls are logged, tracked, and linked to customer records. This provides real-time insights, streamlined workflows, and better customer engagement, allowing teams to save time, personalize interactions, and close deals faster.
This empowers sales reps to spend less time on admin and more time building relationships that close deals. With FreJun leading the charge, integration goes beyond basic click-to-call, offering advanced AI transcription, sentiment analysis, and predictive dialing—all designed to make your team faster, smarter, and more competitive.
- One Hub for All Communications: Make and log calls directly in Salesforce without switching apps.
- Automatic Call Logging: Every call is captured and logged automatically—no manual data entry.
- Productivity at Scale: Features like click-to-call, screen pops, and call notes streamline every conversation.
- Actionable Insights: Leverage real-time call data and AI insights for smarter coaching and performance analysis.
- Scalability: Supports teams of all sizes, ensuring consistent, reliable calling as you grow.
Common Challenges in Salesforce Phone Integration
Integrating a phone system with Salesforce can present challenges such as compatibility issues, data synchronization problems, and user adoption hurdles. It’s essential to address these challenges proactively to ensure a smooth integration process.
Benefits of Phone Integration at a Glance
Modern teams need more than basic dial tones — they need features that align with their CRM, automate repetitive tasks, and drive performance. Salesforce Phone Integration delivers these benefits by merging voice and data into one powerful workspace.
FreJun takes this a step further by introducing AI-powered transcription, sentiment analysis, and multi-channel communication, transforming every call into a strategic opportunity to connect and close deals.
- Click-to-Call: One-click dialling from Salesforce records, saving time and reducing errors.
- Real-Time Logging: Calls, notes, and outcomes are logged automatically.
- Softphone Features: Screen pops, call transfers, hold music, and voicemail drop for a seamless user experience.
- Advanced Analytics: Real-time dashboards for call duration, outcomes, and rep performance.
- AI Insights: Sentiment analysis and keyword spotting enable reps to pivot conversations in real time.
- Workflow Automation: Auto-create tasks, schedule follow-ups, and trigger emails — automatically.
- Multi-Channel Communication: Engage via voice, WhatsApp, or SMS — all within Salesforce.
- Enterprise-Grade Security: GDPR and DoT compliance ensure data integrity and privacy.
Pricing:Standard: Begins at $14.49 per user, per month
Professional: Starts at $16.69 per user, per month
G2 Reviews: 4.9/5
How to Set Up Salesforce Phone Integration: A Step-by-Step Guide
Setting up Salesforce Phone Integration is easier than ever, thanks to platforms like FreJun that simplify the process while unlocking powerful features. This section outlines each step to connect and optimise your integration so your team can hit the ground running.
Step 1: Choose a CTI Provider
Selecting the right CTI (Computer-Telephony Integration) tool is the foundation of a successful setup. Look for a solution that not only connects calls but enhances productivity through AI insights and deep CRM integration.
- FreJun: Seamless Salesforce integration, AI-powered transcription, and multi-channel support.
- Other CTI Tools: Many offer basic features but lack AI insights or robust CRM syncing.
Choose FreJun to future-proof your communication strategy.
Step 2: Enable “Call Center” in Salesforce Setup
Before connecting your CTI tool, enable the Call Center feature in Salesforce. This is the backbone that allows your phone system to interact with Salesforce records in real time.
- Navigate to Setup → Quick Find → Call Centers.
- Click New to create a new Call Center configuration.
- Upload the FreJun adapter XML provided by your FreJun account rep.
- Assign the Call Center to user profiles for immediate access.
Step 3: Install & Authenticate Your CTI Tool
After configuring the Call Center, it’s time to install your chosen CTI app from the AppExchange. FreJun’s intuitive installation process ensures quick setup without technical headaches.
- Visit Salesforce AppExchange → search for FreJun for Salesforce.
- Click Install and follow the guided steps.
- Authenticate via OAuth or API key provided by FreJun.
- Confirm that the softphone panel appears on key pages (Leads, Contacts, Opportunities).
Step 4: Set Up Users, Permissions & Softphone UI
User configuration is critical for adoption. FreJun simplifies this process with customizable Permission Sets and Softphone Layouts that match your team’s workflow.
- Assign users using Profiles or Permission Sets.
- Customise softphone panels with fields like call outcome, notes, and click-to-call buttons.
- Enable call recording, transcription, and real-time notes for coaching and compliance.
Step 5: Test & Launch in Phases
Testing ensures a smooth launch and adoption. By rolling out in phases, you can gather feedback and refine your setup.
- Run test calls across devices and verify logging in Salesforce.
- Use real customer data to test notes, call outcome tracking, and sentiment analysis.
- Provide live training with best-practice guides and cheat sheets.
- Launch in phases — start with a pilot team, collect insights, then scale organisation-wide.
Key Takeaways
In 2025, Salesforce Phone Integration isn’t just a convenience — it’s the secret weapon that turns calls into conversions, reps into rockstars, and your CRM into the single source of truth your team needs to succeed. With FreJun leading the way, you’re not just embedding a dialer into Salesforce — you’re embedding intelligence, automation, and scalability that revolutionise how your team works.
Imagine a world where every call is logged automatically, every conversation is transcribed in real time, and every sentiment is analysed, giving your reps instant insights into what matters most to your customers. That’s what FreJun delivers, transforming every interaction into a data-rich touchpoint that drives revenue and strengthens relationships.
Gone are the days of missed follow-ups, manual data entry, and fragmented communication. With FreJun’s seamless integration, your team works from one unified workspace where every call, note, and task is captured and actionable — no more toggling between screens or hunting for information.
FreJun doesn’t just support calls — it elevates them. AI-powered sentiment analysis empowers your reps to adjust their tone and messaging on the fly, predictive dialling helps them connect with the right customers at the right time, and workflow automation ensures that no lead ever falls through the cracks.
If you want to build a team that’s not just efficient but unstoppable, Salesforce Phone Integration with FreJun is your answer. Don’t just connect your calls — connect your team to success.
Final Thoughts & Recommendations
As teams strive for faster, more productive workflows, the importance of Salesforce Phone Integration has never been clearer. With the right setup, every call becomes more than a conversation — it’s an insight, a relationship, a revenue opportunity.
While other CTI solutions offer basic calling functionality, only FreJun delivers a truly integrated experience that aligns with your CRM, your team’s workflow, and your business goals. With real-time AI insights, sentiment analysis, and multi-channel communication, FreJun isn’t just a tool — it’s a strategic partner that transforms how your team sells and supports customers.
Don’t settle for outdated solutions that slow you down. Choose FreJun and empower your team to work smarter, close deals faster, and deliver world-class customer experiences in 2025 and beyond.
Further Reading: Fastcall vs Aircall vs FreJun: Best Dialer for Remote Sales Teams?
FAQs
A: Not at all. FreJun works with your existing SIP or VoIP provider, so there’s no need to switch carriers or disrupt your current setup.
A: Yes! FreJun enables real-time call recording, automatic transcription, and even sentiment analysis — all from within your Salesforce workspace.
A: No. FreJun provides an embedded softphone within Salesforce Lightning, so your reps can make calls and update records without leaving the CRM.
A: While full deployment can take 4–6 weeks, FreJun’s guided setup and support often get teams live in just 2–3 weeks.
A: Absolutely. FreJun uses enterprise-grade encryption and adheres to GDPR and DoT compliance standards, with built-in consent auditing for added security.
Salesforce Phone Integration, also called CTI (Computer Telephony Integration), connects your phone system directly to Salesforce, enabling features like click-to-call, automatic call logging, and real-time call analytics.
By integrating your phone system with Salesforce, sales reps spend less time manually logging calls, gain instant access to customer data during calls, and can use features like call tracking and automated follow-ups to boost efficiency.
Most major VoIP and cloud telephony providers support Salesforce integration, including FreJun, RingCentral, 8×8, and Zoom Phone, either via Salesforce AppExchange or direct CTI adapters.
Setup involves installing a CTI adapter from Salesforce AppExchange or your provider, connecting it to your Salesforce org, configuring user permissions, and testing features like click-to-call and call logging.
Costs vary based on the telephony provider, number of users, and additional features like call recording or analytics. FreJun, for example, provides scalable plans with CRM integration included.
Yes. Virtual numbers from providers like FreJun can be integrated into Salesforce, allowing businesses to manage calls for multiple regions or countries directly from their CRM.