Salesforce integration for Microsoft Teams Customer Contact
Turn every Teams conversation into an intelligent Salesforce workflow
CC4Teams connects Microsoft Teams conversations with Salesforce customer and business context, then uses CC4Teams routing, AI, and automation to identify, orchestrate, and complete every interaction.
Keep Microsoft Teams as your communications platform, keep Salesforce as your CRM, and let CC4Teams provide the Customer Contact intelligence between them
Move beyond Open CTI without moving away from Microsoft Teams
Salesforce has placed Open CTI in maintenance mode and scheduled its retirement for 28 February 2028. CC4Teams provides an API-led path forward that does not depend on Open CTI or require customers to move their communications into Salesforce Voice
Access your open CTI migration
CC4Teams has a unique native approach
Choose the AI model that fits your Customer Contact strategy
CC4Teams gives organizations the freedom to use CC4Teams AI, Salesforce Einstein, or both. This lets customers apply the right intelligence to each interaction without making the Customer Contact architecture dependent on Salesforce AI licences.
CC4Teams AI
Use CC4Teams for transcription, summaries, intent detection, classification, alerts, routing intelligence, and workflow automation.
Salesforce Einstein
Feed structured interaction data into Salesforce to support Einstein, Flow, Agentforce, or Next Best Action where these services are already part of the customer’s Salesforce strategy.
Use both
Let CC4Teams manage real-time Customer Contact intelligence while Salesforce-native AI acts on CRM context, records, and business processes.
Unknown number does not mean unknown customer
CC4Teams can use information collected during the conversation to search across Salesforce fields and identify the right customer, account, asset, case, or record.
A caller can enter an account number, serial number, contract ID, customer number, or another relevant value. CC4Teams uses that information to find the matching Salesforce record and make the context available to the agent.
Customer Contact in CC4Teams, Customer Context in Salesforce
Identify
CC4Teams identifies customers or business context using any configured Salesforce field, including phone, serial, Case, customer, or Asset ID
Orchestrate
CC4Teams retrieves relevant Salesforce data and combines it with skills, availability, priority, language, SLA, and service-entitlement rulesa
Handle
The agent handles the interaction through CC4Teams and Microsoft Teams, with the relevant Salesforce context available to support the conversation
Automate
CC4Teams generates interaction intelligence, synchronizes activity, transcripts, summaries, outcomes, and tasks with Salesforce, and triggers the required next action
No more switching screens. Everything your sales team needs, in one view
Salesforce knows the customer. CC4Teams knows what to do next.
Salesforce holds valuable customer, Case, Asset, entitlement, contract, and business information. CC4Teams retrieves the right context and uses it to determine how the interaction should be identified, routed, handled, and completed.
CC4Teams does more than synchronize interaction records. It provides the Customer Contact intelligence that operates before, during, and after the conversation.
Identify the context
Find the correct customer, Case, Asset, product, order, or contract using a telephone number or another configured Salesforce field
Make the right decision
Use Salesforce context together with CC4Teams routing, skills, queue state, priority, and capacity rules
Automate the outcome
Generate summaries, extract structured information, update Salesforce records, and trigger follow-up actions automatically
With Salesforce Integrated in CC4Teams, your conversations become customer Insights
Connecting Customer Contact to Salesforce is not just about integration. It directly impacts efficiency, visibility, and follow-up
Four operational benefits
Unified skills
Use one skill model across conversations and Salesforce Cases.
Unified capacity
Consider an agent’s total workload before assigning new work.
Unified priority
Apply common SLA, urgency, customer-value, and business-priority rules.
Unified reporting
Measure workload and outcomes across live and asynchronous work.
Where Customer Contact becomes customer intelligence
CC4Teams understands the interaction before, during, and after the conversation
Keep the conversation moving, keep the context complete
Discover CC4Teams for Salesforce
See how CC4Teams connects Customer Contact in Teams with Customer Context in Salesforce. Request a demo and discover how it works in practice.
CC4Teams is built to connect what matters
Integrate your core business systems so every conversation is informed, efficient, and complete.
One connected customer conversation
Bring CRM, ticketing, Teams, and business applications together, with data and actions automatically synced so every interaction continues with full context.
CC4Teams connects your Customer Contact environment with the systems that matter most, including CRM, ticketing, and orther business applications. By bringing data, routing, and actions together, it gives agents full context, reduces manual work, and helps every interaction move faster and smarter.
Discover Salesforce in CC4Teams
Built by Salesforce and powered by CC4Teams
Unknown number does not mean unknown customer
Telephone-number matching is not always sufficient. Customers may call from an unregistered device, a shared number, or on behalf of another person. In many service environments, the most important identifier is the product, Asset, Case, or contract rather than the caller’s phone number.
CC4Teams can request another identifier and search Salesforce through any configured standard or custom field.
Identify using any relevant field
- Serial number
- Case number
- Customer number
- Contract number
- Order number
- Asset ID
- Policy number
- Custom Salesforce field
Example workflow
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1
A call arrives without a reliable phone-number match.
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2
CC4Teams requests a serial number or another identifier.
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3
The caller enters or speaks the value.
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4
CC4Teams retrieves the related Salesforce Asset, Account, Case, and entitlement.
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5
The interaction is routed to the correct specialist.
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6
CC4Teams summarizes the outcome and updates Salesforce.
Identify the customer, Case, product, Asset, or contract behind the interaction—not only the phone number.