Salesforce has introduced Agentforce Contact Center, currently the only contact center solution that unifies voice, digital channels, CRM data, and AI agents natively in a single system, enabling customer self-service at scale, seamless AI-to-human handoffs, and real-time visibility across every interaction.
Guardrails in place for Agentic AI
Agentforce Contact Center is built on Salesforce’s unified platform. All agents will utilise the same ‘source of truth’, so they can proactively understand the customer’s complete history and incorporate insights from voice conversations, chats, texts, past purchases or marketing activity into every interaction.
Agentforce Contact Center has been launched to address the need of customers who were previously hampered in their efforts to adopt AI with disconnected systems. Customer data lives in silos, separated from the context across the channels and systems that humans and AI agents need to act. Legacy contact center tools have relied on slow and sometimes costly custom integrations to stitch together CRM and AI platforms. Agentforce CC changes that with a unified foundation that connects data, systems, and AI natively.
Beth LeClerc, VP of Business Systems Architecture & Web Services at Savant Systems, comments:
“Managing support across professional installers, retail partners, and direct consumers requires a contact center solution that understands context. Agentforce Contact Center’s ability to intelligently route customers and provide our agents with the right information for each interaction — whether it’s a luxury home installer or a DIY smart home enthusiast — ensures we deliver premium service across every touchpoint of our business.”
Unified Solution eliminates context gaps
In this unified solution, AI agents resolve more cases autonomously, and help to ensure that only the highest-priority or most complex issues are escalated to humans. When these handoffs occur, human agents receive the full context of the interaction, allowing them to pick up exactly where AI agents left off. By eliminating context gaps, tool switching, and data siloes, teams can achieve outcomes like increased first-touch resolution, decreased average handle time, and increased customer satisfaction. Now, human and AI agents can take action, and every customer interaction can become more personalized.
The AI agents can work in sync to complete tasks on behalf of customers, like rebooking a flight or updating a billing cycle. Additionally, customers continually repeating themselves can be eliminated.
Handoffs include Rich Data
When a case is too complex for AI, the handoff to a human includes instant background content, becaused they receive the full transcript and customer history instantly.
By making voice native to the CRM, Agentforce Contact Center automatically bridges the gap between spoken conversation and customer records, capturing nuances in real time, creating a continuous feedback loop that uses unstructured voice data to help improve AI accuracy and provide supervisors with total visibility into customer sentiment.
Contact center supervisors can manage the entire operation from one dashboard.
George Reuter, Managing Director of Impact & Innovation at Compass Working Capital, has said:
“We were looking for a way to expand our reach without compromising the individualized support that makes our model effective. With Agentforce Contact Center, we can streamline the enrollment process, unify our data, and give our teams AI-driven insights — all while maintaining the close partnerships with families with low incomes that are essential to building lasting financial security.”
Agentforce Contact Center customers can start quickly and derive benefits fast
Agentforce Contact Center was designed for all customers to start small and scale smart. In the time it would take to connect data for a single fragmented pilot elsewhere, customers can begin executing on a native, fully connected agentic contact center. With phone number setup that takes minutes, not days, this easy on-ramp allows customers to unify a small group of agents or a single channel and scale from there, enabling teams to deliver AI-first service in weeks, not months.
Unifying the Contact Center Ecosystem with a Robust Partner Network
Systems Integrators (SIs) like Accenture (now including NeuraFlash), Deloitte Digital, IBM Consulting, and PwC have tested Agentforce CC. Implementation partners are already helping Salesforce customers skip the “construction project” of multiple channels, AI tools, and data streams and move straight to an integrated AI and human service model on one platform, delivering more value faster and turning support into a growth engine.
Customers have the choice to you use Agentforce Contact Center’s native voice capabilities or choose one of Salesforce’s telephony partner integrations through Salesforce AppExchange.
Availability
Agentforce Contact Center is generally available as an add-on to all Agentforce Service customers in the US and Canada. Check with your Salesforce account managers and representative for other regions regarding availability
Last words from General Manager
Kishan Chetan, EVP and GM of Agentforce Service at Salesforce, discusses what is ahead:
“By treating voice, AI, and CRM as a single service nervous system, we give human and AI teams the shared context they need to turn every interaction into a resolution. Following the launch of Agentforce Voice last fall, we’ve now created the first truly agentic contact center. We’re just getting started with our contact center innovation, and we’re excited for the momentum headed into Dreamforce in September.”
