Salesforce CTI for teams that queue

Route on Salesforce data, report in Salesforce.

A connected call center routes on its own copy of your accounts and owners. WorkDial is a Salesforce-native CTI platform. Routing reads your live Salesforce fields, and every call becomes a Salesforce record.

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No seat minimum · BYOA (bring your own Twilio) · 14-day trial, no card

A live calling dashboard inside Salesforce showing call activity across a team in real time
live activity · salesforce
Common question

What is Salesforce call center software?

It is the layer that decides which agent takes an inbound call, shows supervisors what is happening now, and records the outcome. WorkDial runs that layer inside Salesforce: routing rules read live Salesforce fields such as the record owner, and the call is written as a Call__c record when it ends. Reporting is standard Salesforce reporting. It suits teams of 20 to 250 employees, not 500-seat contact centers.

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01The cost of a second system of record

What goes wrong when the phone system holds its own copy of your data?

01

Routing decides on stale data. If the phone system routes on a synced copy of account owners, a reassignment made this morning is honoured tomorrow. The customer reaches the wrong person today.

02

Supervisors read two truths. The call center reports volume and the CRM reports activity, and the two never match closely enough to stop the argument about which is right.

03

Two directories to govern. Agents exist in the phone system and users exist in Salesforce. Onboarding is two jobs and offboarding is two risks.

04

Field mapping becomes the product. Every routing change turns into a mapping change, and the admin who understands both systems becomes the bottleneck.

no visibility · severed

02Routing

The rules read the record itself.

Route to the owner, on criteria, or to a queue. Configured in Salesforce, evaluated against live Salesforce fields.

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routing · configured in Salesforce
Call routing settings configured inside Salesforce in WorkDial
routing · salesforce setup

Set up where your admins already work. Routing is configured in Salesforce, so whoever owns your assignment rules owns call routing.

criteria · on live fields
Criteria-based call routing evaluating fields on a Salesforce record
criteria · current values

Criteria-based routing on current values. Rules evaluate fields on the record as they are right now: owner, region, tier, or any field you maintain. A reassignment takes effect on the next call, not after the next sync.

transfer · one history
Transferring a live call to another agent from the WorkDial panel in Salesforce
transfer · same record

Transfers keep one history. A call passed between agents stays attached to the record it started on, so three handoffs read as one conversation instead of three disconnected entries.

03Supervisors

Live activity, then standard Salesforce reports.

Volume, duration, and outcome are native fields, so dashboards use the report builder your admins already have. No analytics product to license.

A WorkDial dashboard inside Salesforce summarising call volume and outcomes across a team
workdial dashboard · salesforce

04Where this does not fit

What WorkDial is not.

Stated plainly, because finding out during an evaluation wastes your time and ours.

01

Not a 500-seat contact center platform. Advanced workforce management, omnichannel queuing, and heavy compliance tooling are not what this is. At that scale, buy the dedicated platform.

02

Not a general business phone system. Calling that has nothing to do with Salesforce is not the job. WorkDial is the voice layer of Salesforce, not the company switchboard.

03

Not for multi-CRM environments. Running inside Salesforce is the whole architecture. If Salesforce is a secondary system for your team, the advantage disappears.

04

Not a feature-parity claim. Mature platforms have more features. The argument here is architectural: one record, routed on live data, reported in Salesforce.

05How the architecture differs

Routing on your data, or on a copy of it.

Rules that read the record are current. Rules that read a synced copy are as old as the sync.

Talkdesk, Five9, NICE, and Genesys are dedicated platforms with their own data model, connected to Salesforce. WorkDial puts routing and the record inside it.

one record · not a synced copy

06What it means for the business

One system to run, one set of numbers.

Calls reach the right person

Routing reads owner and criteria as they stand now. Changes apply on the next call.

One set of numbers

Supervisor and pipeline reporting come from the same records. No monthly reconciliation.

One directory to govern

Agents are Salesforce users. Onboarding and offboarding happen once.

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Questions

Salesforce call center software, answered

What is Salesforce call center software?
It is the layer that decides which agent takes an inbound call, gives supervisors a live view of activity, and records the outcome. In WorkDial that layer runs inside Salesforce, so routing decisions read your Salesforce data directly and the resulting call is a Salesforce record rather than a row in a vendor system reported on separately.
Is this a replacement for our business phone system?
For calling that happens inside Salesforce, yes. For everything else, no. WorkDial is not a general business phone system for work that does not touch Salesforce, and it does not replace a dedicated contact center platform at 500-seat scale with advanced workforce management, omnichannel queuing, and compliance tooling. It is built for Salesforce-first teams of 20 to 250 employees.
Who is it a good fit for?
Salesforce-only organisations of 20 to 250 employees, typically 5 to 50 seats, where Salesforce is the system the team actually works in. It is a poor fit for multi-CRM environments, teams of one to four, and 500-plus seat contact centers that need advanced workforce management and omnichannel queuing.
How are inbound calls routed?
On rules you configure in Salesforce, evaluated against Salesforce data. A call can be routed by the record owner, by criteria on the record, or by the queue an agent belongs to. Because the rules read live Salesforce fields, routing reflects the current state of the account rather than a copy of it synced into a phone system overnight.
Can routing use fields on the Salesforce record?
Yes. That is the point of running the routing layer inside Salesforce. Criteria-based routing evaluates fields on the record, so an inbound call can go to the account owner, to a region team, or to a priority queue based on data your admins already maintain. No field mapping and no second copy to keep in step.
Can calls be transferred between agents?
Yes, from the panel during the call. The transfer and the call history stay attached to the Salesforce record the call started on, so a call handled by three people is still one history on one record.
What can a supervisor see?
Live call activity in a dashboard inside Salesforce, and standard Salesforce reports on volume, duration, and outcome once calls are logged. Because every call is a native record the moment it ends, supervisor reporting is Salesforce reporting rather than a separate analytics product to license and reconcile.
Do we need a separate BI tool for call reporting?
No. Call activity, duration, and outcome are Salesforce fields, so dashboards are built with the standard report builder your admins already use. There is no connector to maintain between the phone system and the CRM, because there is no gap between them.
Why does it matter that the call center runs inside Salesforce?
Because routing quality depends on data freshness and reporting quality depends on there being one record. When the phone system holds its own copy of accounts and agents, routing decisions are made on stale data and reporting is made on a synced duplicate. Running the layer inside Salesforce removes both copies. The full argument is on the Architecture page.
Where do call recordings live?
Where you choose: as native Salesforce Files in your own org, in your own Twilio account, or in your own cloud storage. WorkDial keeps no copy of its own. Detail on call logging and recording.
How is agent access controlled?
With Salesforce profiles, permission sets, and sharing rules. An agent sees the calls and records your Salesforce already lets them see. There is no separate call center user directory to provision, deprovision, and audit alongside Salesforce.
What does it cost per agent?
Per user per month, with no seat minimum and no add-ons: Core $28, Professional $59, and Enterprise from $99 billed annually. Telephony is BYOA (bring your own Twilio) at 0% markup, so minutes are billed by Twilio at Twilio's rates. The 14-day trial runs on Professional with no card.

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Run the call center where the data is.

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4.97★ across 116 AppExchange reviews · from the team behind ValueText, the Salesforce-native messaging platform