What is the significance of built-in telephony within Service Cloud Voice?

The significance of built-in telephony within Service Cloud Voice lies in its ability to reduce the need for third-party telephony systems. By integrating telephony capabilities directly into the Service Cloud environment, organizations can streamline their operations, improve efficiency, and lower costs associated with maintaining separate systems for voice communications. This integration allows agents to manage calls, access customer data, and utilize standard features such as call recording and routing all within the same platform, leading to a more cohesive and effective customer service experience.

While options such as video conferencing, expanding mobile usage, or increasing the number of agents could be relevant in different contexts, they do not capture the core benefit of built-in telephony, which is to simplify the telephony process and enhance overall operational effectiveness by minimizing reliance on external resources.