TL;DR
Salesforce's own Sales Dialer only calls the US and Canada, so Indian teams on Salesforce connect an Indian provider: Exotel, Ozonetel (from $40 per user a month on AgentExchange), Acefone (₹1,599 per user, 6-seat minimum), Tata Smartflo, CallHippo (₹3,000 per user, Professional) or MyOperator (₹15,000 a month, SUV). Several use Open CTI, which Salesforce retires on 28 February 2028.
Salesforce's own Sales Dialer only calls the US and Canada, so an Indian sales team on Salesforce connects an Indian telephony provider instead: Exotel, Ozonetel (listed on AgentExchange, formerly AppExchange, from $40 per user a month), Acefone (₹1,599 per user a month, 6-seat minimum), Tata Tele's Smartflo, CallHippo (Salesforce appears from its ₹3,000 Professional plan) or MyOperator (CRM integrations on its ₹15,000-a-month SUV plan). Each places calls on Indian numbers and writes them back to Salesforce as activities.
Several of these apps, including Acefone's and Tata Smartflo's, are built on Salesforce's Open CTI, which Salesforce retires on 28 February 2028, and Salesforce's notice says "no new Open CTI implementations can be started". Before you buy an Open CTI app or sign a multi-year contract, ask the provider how it will move you to Salesforce Voice. Prices exclude GST.
Three routes to calling from Salesforce
- An Indian provider's Salesforce app. The provider supplies Indian numbers, IVR and calling; its app adds a softphone inside Salesforce with click-to-call, a pop-up on incoming calls and automatic call logging. This is the practical route for Indian teams today.
- Salesforce Voice with a telephony partner. "Salesforce Voice with Telephony Providers (formerly Service Cloud Voice)" puts calls, transcripts and routing inside Salesforce, with your provider carrying the calls. Salesforce's India page lists Partner Contact Centre at $50 per user a month in USD, added to a Service Cloud edition and on top of the provider's own bill. Voice runs on Enterprise, Unlimited and Performance editions, and Salesforce tells customers to ask their Salesforce representative whether a provider can be used with it.
- Salesforce's Sales Dialer. Built in and easy, but it supports outgoing calls "to the United States (not including Puerto Rico) and Canada only", and Salesforce says it is scheduled for retirement. Not an option for calling Indian customers.
Indian providers with Salesforce integrations
How we compared: integrations and prices from each provider's official pages, help centres and AgentExchange listings, checked in September 2026. Prices exclude 18% GST unless stated.
| Provider | How it connects | What it logs | Price |
|---|---|---|---|
| Exotel | Exotel CTI connector app | A task per call, missed calls, recordings | Plans from ₹9,999 for 5 months, plus the app |
| Ozonetel | CloudAgent CTI on AgentExchange | Every call, including abandoned ones | From $40/user a month, in USD |
| Acefone | Open CTI softphone | Caller pop-ups, click-to-call | ₹1,599/user; 6-seat minimum |
| Tata Smartflo | Open CTI softphone package | Calls, notes and recordings on the newest matching record | From ₹950 a licence, plus ₹5,000 once |
| CallHippo | CallHippo CTI on AgentExchange, paid add-on | Activities, recordings and voicemails on the contact | ₹3,000/user, Professional, billed yearly |
| MyOperator | Managed package; needs Enterprise, Unlimited or Developer org | New lead on a first call, activity on repeats | ₹15,000 a month for 10 users (SUV) |
Knowlarity and Airtel IQ list no Salesforce integration on their sites. Servetel's site now redirects to Acefone.
Provider notes
Exotel. Its Salesforce connector gives click-to-call, pop-ups on incoming calls, automatic call logs "for Missed Calls" too, and recordings with duration. "After each call a task would be added for salesforce object associated with the call." Exotel requires KYC on your account before you connect, and sells its CRM connectors as apps with no public price.
For more on Exotel against its rivals, see Exotel alternatives in India.
Ozonetel. CloudAgent for Salesforce offers calling inside Salesforce, screen pops and click-to-dial, and Ozonetel says "Every call even abandoned ones, are auto-logged by our CTI". Its AgentExchange listing starts at $40 per user a month in USD, and says the external service costs $25 to $65 per user a month. Ozonetel doesn't publish India prices, so ask for a rupee quote.
Acefone. Setup uses Salesforce's Call Centres screen and Open CTI; the integration gives caller pop-ups and click-to-call. Both India plans include CRM integrations: Professional at ₹1,599 per user (minimum 6 seats) and Ultra at ₹1,999 (minimum 5).
Tata Smartflo. Its guide requires installing the "Open CTI Softphone package". It logs calls with notes and recordings and can create leads, contacts or opportunities. The limits are worth reading first: it matches on the phone field only, and "Call logs are mapped to the most recently created entity", so duplicate records attract calls to the newest one.
CallHippo. The CallHippo CTI app on AgentExchange is marked "Paid add-on required". Calls are logged on the contact with recordings and voicemails. On the pricing page Salesforce appears among the integrations from Professional (₹3,000 per user a month billed yearly, ₹3,900 monthly).
MyOperator. Its help centre describes the Salesforce integration: "Incoming calls instantly create a Lead (first touch) or Activity (repeat calls); outgoing calls placed from Salesforce are auto-logged the same way." The guide is for a Salesforce Enterprise, Unlimited, Developer or Sandbox org with API access, and CRM integrations start on the SUV plan at ₹15,000 a month for 10 users, billed yearly.
Open CTI retires in 2028: what to do now
Salesforce's notice says: "Open CTI is scheduled for retirement on February 28, 2028. After this date, Open CTI implementations will no longer function." It adds that "no new Open CTI implementations can be started". Four steps keep those rules from breaking your calling:
- Find out what you run today. Call centre definitions and softphone layouts in Salesforce Setup belong to Open CTI; if your provider's app uses them, it is on the retiring path.
- Ask each provider for its Voice plan before renewing, and keep new contracts to 12 months until you see one.
- Report on fields you can carry over. Build dashboards on call type, duration and outcome, which you can map again after migration, not on a provider's custom objects.
- Buying a new calling app? Open CTI has been unavailable for newly created Agentforce Service orgs since 16 February 2026, so before you pay, test the provider's app in a sandbox or trial on your own org and edition.
What 5 users cost a month
Worked example: 5 Salesforce users who make and take calls, before GST. Salesforce licences are a separate bill in USD, and some connectors need a higher edition: MyOperator's guide asks for an Enterprise, Unlimited or Developer org.
- Tata Smartflo Lite: 5 × ₹950 = ₹4,750, plus ₹5,000 one-time and a 3-month minimum. Ask which plan includes the Salesforce integration.
- Exotel Believer: ₹19,999 for 11 months (6 agents, 2 numbers), about ₹1,820 a month, plus the connector app, which has no public price.
- Acefone Professional: 6 × ₹1,599 = ₹9,594, because of the 6-seat minimum.
- CallHippo Professional: 5 × ₹3,000 = ₹15,000, billed yearly.
- MyOperator SUV: ₹15,000 for up to 10 users, billed yearly (₹1,80,000 a year).
- Ozonetel: 5 × $40 = $200 a month at the AgentExchange listing price, in USD, before calls.
What each call should write to Salesforce
Salesforce logs calls as Task records, and its object reference lists the Task fields that Salesforce CRM Call Center fills for calls. Check your provider fills these, then build reports on them.
- Subject that says it was a call, with the customer's name
- CallType: Inbound, Outbound or Internal
- CallDurationInSeconds: the call length
- CallDisposition: the outcome, such as "we'll call back"
- CallObject: the call centre name, useful when you run more than one
- Related record: the lead or contact, and the open opportunity
- Recording link and the number the customer dialled (for campaign tracking), usually in custom fields
Salesforce Voice stores calls as VoiceCall records. Its migration FAQ says you'll need a post-call flow that creates the same Task fields from each VoiceCall so existing reports keep working. Plan for that before 2028.
Pilot test before you roll out
Run these 8 calls with two reps and compare Salesforce with the provider's own call log:
- An outgoing call from a lead with click-to-call.
- An incoming call from a saved contact: does the record pop up?
- An incoming call from an unknown number: is a lead created, or nothing?
- A missed call: is it logged, and who gets the follow-up?
- A call to a number saved on two records: which one gets the activity?
- A transferred call: is it logged once, on the right owner?
- A recorded call: can a manager play it from Salesforce?
- A call with an outcome and a callback date: do both land in the right fields?
Our explainer on how computer telephony integration works covers the field map in detail, why CRM call logs go missing covers failures after launch, and cloud telephony software with CRM integration compares these providers for Zoho, HubSpot and LeadSquared.
Where TalkEasy by GrowEasy fits
TalkEasy is a cloud business number that runs in the TalkEasy app alongside each person's own SIM, with call recording, AI call summaries, call analytics and routing by team or availability. Pro costs ₹999 a month plus GST for unlimited users, with 3 hours of talktime a day (pricing).
Pro does not include integrations, and TalkEasy lists no ready Salesforce app; custom integration with your CRM is part of the Enterprise plan, priced on request. If your team works in Salesforce all day and needs click-to-call and logging inside it now, choose one of the providers above.
Last reviewed 24 September 2026.
