It’s official: Omni-Channel can now route voice calls end-to-end! 🎉

For the first time, Salesforce Omni-Channel is the single routing engine for all supported channels — including voice. That means all customer interactions — from phone calls, chats, emails, leads — are routed through one unified routing engine. Until now, voice routing lived in a separate engine — causing complexity, sync issues, and routing conflicts — especially when blending voice with channels like chat.

With Unified Voice Routing (GA for Amazon Connect), voice is now fully native to Omni-Channel — enabling seamless channel blending through a single routing engine. It also unlocks skills-based and direct-to-agent routing for voice, leveraging Omni-Channel’s CRM-powered, channel-agnostic design to deliver smarter and more consistent customer experiences.

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Why This Matters: One Engine to Route It All

Here’s what Unified Voice Routing brings to the table:

✅ Omni-Channel routes voice calls directly, delivering consistent routing across all channels
✅ Simplified setup experience — no more juggling complex configurations across two platforms; all routing rules live in one place
✅ Improved channel blending, especially between voice and chat, for smoother work distribution
✅ Skills-based and direct-to-agent routing support now extended to voice calls
✅ Elimination of race conditions and presence conflicts — one routing engine rules them all
✅ Flexible push timeout configuration, removing the frustrating 20-second push time out for SCV Amazon Connect agents

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What a Smarter Voice Routing Experience Looks Like

What makes Unified Voice Routing stand out is how naturally voice now fits into the Omni-Channel experience — using the same routing logic you rely on for other channels — including skills based routing!

Shareable Link: https://salesforce.vidyard.com/watch/bNZrwRjpDe6ABiTSa1jNdY

In this demo:

• A customer calls about a billing issue
• IVR inputs are captured and passed from Amazon Connect to Salesforce
• Omni-Channel Flow determines how the work should be routed
• The voice call is routed using skills-based logic and placed in the Supervisor skill backlog
• An agent is matched and offered the call based on their skill proficiency
• The experience mirrors routing across all other channels — cases, leads, messaging, and chat — and now, voice!

You’ll see a real-world scenario where a customer calls in with a technical support issue, and the system routes the call directly to the most skilled available agent — automatically, seamlessly, and in real time. Omni-Channel Routing is CRM-powered and channel-agnostic — routing decisions are based on rich Salesforce context and applied consistently across every channel. This is voice routing — the Salesforce Omni-Channel way.

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Let’s Get Technical: How Unified Voice Routing Works

Here’s how it all comes together under the hood:

• Amazon Connect handles the IVR and the physical phone call connection.
• When a call arrives, Amazon notifies Salesforce, passing along the IVR inputs and other call attributes (e.g. number dialled menu selections, customer responses).
• Salesforce Omni-Channel uses those inputs to make CRM-powered routing decisions using Unified Routing.
• While Salesforce determines the best agent, Amazon holds the call in a temporary queue.
• Omni-Channel selects the right agent — based on skills, queue logic, or direct-to-agent routing — and sends which agent is the best person for the call
• Amazon then connects the caller to the selected agent.

The result: voice, chat, email, and other work items are now routed, prioritised, and distributed through a single intelligent engine.

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Who Should Adopt Unified Voice Routing?

Unified Voice Routing is ideal for:

• Existing Omni-Channel customers already using channels like messaging or email who want to bring voice into the same routing engines
• Existing Amazon Connect SCV Customers prioritising seamless channel blending and aiming to eliminate routing conflicts and sync issues
• Customers looking to scale Omni-Channel across sales and service teams, simplifying routing management across multiple channels. One of Omni-Channel value is routing over 25 objects — including leads and custom object — meaning that sales and service users can have consistent routing rules

⚠️ What’s Not Supported (Yet)

• Queued Callbacks
• Scheduled Callbacks / Scheduled Work
• Telephony partners outside of Amazon Connect
  • We are currently working with several partners to enable them to also support Unified Routing. Check with your Bring Your Own Telephony partner whether they will support Unified Routing in the future. Or work with your Account Team to identify the right Bring Your Own Telephony partner for your use-case. For partners looking to implement Unified Routing, have a look at the Bring Your Own Telephony developer guide.

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Try It Out and Help Shape What’s Next!

One engine. Every channel. Unified at last.

I hope this article has you as excited to try Unified Voice Routing as the Omni & Voice teams were to help bring it to life. We’d love for you to give it a try — and let us know how it’s working for you! Your feedback is key to shaping what we build next. Share your thoughts and enhancement ideas on the IdeasExchange, tag us on LinkedIn, or drop a comment below. We’re here to help you get the most out of this powerful new capability.

👉 Get started with our help docs
👉 Explore best practices for your routing strategy