Make Salesforce Voice work for your enterprise contact center.
Brings Cisco or Webex Contact Center into the native Salesforce agent desktop. With b+s Connects, calls arrive fully in context, inside the environment your agents already work in.
What b+s Connects does inside Salesforce Voice.
Salesforce Voice changes the agent desktop without changing what’s under the hood. Calls still have to go to the right place with the right context. Supervisors still need real-time visibility. And the routing logic you spent years building still needs to do its job.
b+s Connects is a bridge between Cisco and Salesforce. It makes sure Cisco Contact Center keeps running routing and call infrastructure underneath, while Salesforce Voice runs the agent experience on top.
Full call control without leaving Salesforce.
Every call control function runs from inside the Salesforce Omni-Channel widget. There's no separate contact center tool for agents to switch to. The Cisco or Webex Contact Center routing engine continues to handle all the routing logic it's been running in production. Nothing about the contact center side changes; the agent just stops switching tools to use it.
Context that arrives with the call.
By the time the agent answers, the customer record and the conversation history that preceded the call are already on screen. Agents aren't searching for context, and customers aren't restarting their conversation at the start of every interaction.
One conversation from bot to human agent.
Whatever happens in self-service or with a virtual agent before the call carries forward into the live conversation. It's visible to the agent and continuous from the customer's point of view, so escalations don't reset the interaction.
AI-assisted workflows that don't break live operations.
Real-time transcription and the broader Agentforce capability set run inside Salesforce Voice on top of the same context layer. b+s Connects is built so these capabilities work inside the agent's flow without competing with live call handling for system resources.
What about Open CTI's end-of-life?
b+s Connects for Salesforce Voice is the migration path for Cisco and Webex Contact Center customers, built on the SalesforceVoice BYOT framework. For more on what Salesforce's February 2028 EOL announcement means and how to think about the transition, read our Open CTI EOL guide.